Level 2 Support Engineer Practitioner

Bristol NHS Foundation Trust; Bristol; On-site; GBP 28,000 - 45,000; Full time

Benefits offered by this job

Flexible working

Job summary

Bristol NHS Foundation Trust is seeking a capable 2nd line IT support professional to deliver desktop, laptop and mobile device support across multiple sites. You will troubleshoot hardware, software and cyber security issues, install and support Windows, iOS, Android and Microsoft 365, and contribute to on-call and cyber security initiatives.

The role requires strong customer service skills, ITIL-aligned processes and the ability to work across Bristol, Weston and North Bristol sites.

Qualifications

• Experience in a desktop support environment.
• Ability to diagnose hardware, software, network and cyber security issues.
• Ability to configure and support Windows, iOS, Android and Microsoft 365 platforms.

Responsibilities

• Provide 2nd line technical support across desktops, laptops, tablets, smartphones and peripherals.
• Diagnose and resolve hardware, software, network and cyber security issues.
• Install, configure and support Windows, iOS, Android and Microsoft 365 platforms.
• Support LAN/WAN networks, video conferencing and clinical technologies.

Skills

Desktop Support

Windows

M365

Education

A-level or equivalent

IT professional qualification

Tools

MECM

Azure

Job description

North Bristol NHS Trust (NBT) and University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) have merged as of 1 st July 2026 to become Bristol NHS Foundation Trust. This will create an exciting future that brings together the best of both organisations. As a single, strong and sustainable organisation, we will not only be able to deliver better outcomes for our patients and fairer care for our population, but it will also provide greater opportunities for our people.
Bristol NHS Foundation Trust recognise the value of a healthy work-life balance. When applying, speak to us about how we might be able to accommodate flexible working, so your work life fits around your home life.

We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under-represented within the Trust.

Generative artificial intelligence (AI) describes algorithms that can be used to produce new content, including audio, code, images, text, simulations, and videos. It is developing all the time and is now being used as a support mechanism for all kinds of content-based creations. Please note the use of AI is monitored and if applicants have used it then they are required to declare this.

Job overview

Digital Services | City, Weston & Southmead

Join our Digital Services team and help support the technology that enables excellent patient care across our Trust. You'll provide 2nd line technical support for desktops, laptops, mobile devices, Microsoft 365 and clinical-facing technologies, while helping deliver key digital projects and cyber security initiatives.

This is an exciting opportunity to work with a wide range of technologies including Microsoft 365, Azure, Active Directory and mobile device management platforms. You'll troubleshoot complex issues, support users across multiple sites and take part in an on-call rota.

• Be part of a large and ambitious NHS Digital Services team.
• Work with modern technologies and enterprise-scale systems.
• Support major transformation programmes across Bristol, Weston and North Bristol.
• Migration to a single shared domain across our organisations.
• Expansion of Digital Services to provide GP IT support across Bristol.
• Ongoing cyber security and infrastructure modernisation programmes.

We're looking for someone with strong desktop support experience, excellent troubleshooting skills, a customer-focused approach and a full UK driving licence.

If you're passionate about technology and want to make a real difference to healthcare, we'd love to hear from you.

Main duties of the job

Provide 2nd line technical support across desktops, laptops, tablets, smartphones, telephony and peripheral devices within a complex NHS environment. Diagnose and resolve hardware, software, network and cyber security issues, escalating where required. Install, configure and support Windows, iOS, Android and Microsoft 365 platforms, while administering systems including Active Directory, Azure, MECM and mobile device management solutions. Support LAN/WAN networks, wireless connectivity, audiovisual and video conferencing systems, and specialist clinical technologies. Contribute to projects involving device deployments, moves, upgrades and system changes. Maintain asset registers, licensing compliance, technical documentation, knowledge bases and standard operating procedures. Promote cyber security best practice through secure configurations, patch management, threat response and compliance with NHS and organisational standards. Operate within ITIL processes for incident, problem, change and configuration management, meeting agreed service levels and quality standards. Provide excellent customer service, communicate effectively with technical and non-technical users, mentor colleagues and collaborate with internal teams, suppliers and stakeholders to deliver reliable digital services and continuous service improvement.

Working for our organisation

Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations,operatingfrom three main sites at Southmead, Bristol citycentreand Weston.

With an annual turnover of £2.3 billion, we are now one of the largest NHS trusts in the United Kingdom. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone’s throw of the countryside or beside the seaside, both with easy access to all that theSouth Westhas to offer.

Bristol NHS Foundation Trust values all people as individuals. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we’re meeting our pledge.

Detailed job description and main responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

Education / Training / Qualifications

• Educated to A level standard or equivalent
• Ideally educated to degree level or holds a relevant IT professional qualification or has IT experience in a technical service delivery and support environment
• Microsoft Certified: Modern Desktop Administrator Associate
• Industry standard service qualification or knowledge (e.g., ITIL: incident, knowledge, problem, change management)

Work Experience

• Experience in a desktop support environment
• Experience acting as technical lead on minor works/projects, coordinating resources and timelines – (Interview, Essential) • Experience handling technical
• Experience handling technical support and project delivery duties, including complex problem-solving
• Experience of working within an ITIL-based environment
• Experience using DEP/VPP

Knowledge and Experience

• Sound knowledge of Windows operating systems and M365 applications
• Experience supporting iOS and Android devices
• Demonstrable hardware fault finding/resolution ability for desktop computer equipment, peripherals, and mobile devices
• Advanced technical expertise across IT infrastructure software, hardware, databases, operating systems, LANs, desktop devices, and mobile technologies
• Proven track record in provision of excellent customer service in a busy environment
• In-depth knowledge of iOS

Skills and Abilities

• Valid UK driving license
• Able to meet departmental performance and quality standards (SLAs, KPIs, ticket management, service etiquette)
• Ability to accurately capture, categorise, prioritise, and record incidents and requests
• Expert technical knowledge in supporting, installing, configuring, and resolving issues across systems, infrastructure, desktop, and mobile technologies
• Sufficient technical skills to cover 1st line support requirements
• Skilled in technical questioning, triaging, and resolving complex issues
• Experienced in managing repeat incidents and identifying root causes
• Able to work independently, identify root causes, implement fixes, test, and present solutions

We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.

As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application to ensure we’re meeting our pledge.

The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers.

BFT is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview.

If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

By applying for this post, you are agreeing to Bristol NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.

Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.

As a guide interviews should usually take place within 3 weeks of the closing date.

When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity.