Level 2 Support Engineer Practitioner

The Methodist Church in Britain; West of England; On-site; GBP 29,000 - 39,000; Full time

Job summary

Bristol NHS Foundation Trust is seeking a 2nd line IT support specialist to join the Digital Services team across City, Weston and Southmead sites. You will fix desktop, laptop, mobile and clinical tech issues, configure Microsoft 365, and manage AD/Azure/MECM with strong cyber security focus.

You will work on incident response, service request handling and contribute to ITIL-based processes while supporting users and mentoring colleagues.

Qualifications

• Educated to A level standard or equivalent.
• Experience in a desktop support environment.
• Experience acting as technical lead on minor works or projects.
• Experience supporting iOS and Android devices.
• Proven track record of excellent customer service in a busy environment.

Responsibilities

• Provide 2nd line technical support for desktops, laptops, tablets, smartphones, telephony and peripherals, across multiple sites.
• Diagnose and resolve hardware, software, network and cyber security issues, escalating where required.
• Install, configure and support Windows, iOS, Android and Microsoft 365 platforms.
• Administer 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 device deployments, moves, upgrades and system changes.
• Maintain asset registers, licensing compliance, documentation and SOPs.
• Promote cyber security best practice through patch management and threat response.
• Work within ITIL processes for incidents, problems, changes and configurations to meet service levels.
• Provide customer service to technical and non-technical users, with clear communication.
• Mentor colleagues and collaborate with internal teams and vendors on continuous service improvement.
• Take part in an on-call rota.

Skills

Windows

Microsoft 365

Troubleshooting

Customer service

Incident management

Education

A levels or equivalent

Tools

Azure

Active Directory

MECM

Mobile device management

LAN/WAN

Job description

This second-line support post sits in the Digital Services team at Bristol NHS Foundation Trust, covering the City, Weston and Southmead sites. The work centres on fixing issues with desktops, laptops, mobile devices, Microsoft 365 and clinical technologies, alongside digital and cyber security projects. Tools include Azure, Active Directory and mobile device management, with users across several sites and an on-call rota. A full UK driving licence is needed.

What the job involves

• Provide 2nd line technical support for desktops, laptops, tablets, smartphones, telephony and peripherals, including troubleshooting complex issues across multiple sites
• Diagnose and resolve hardware, software, network and cyber security issues, escalating where required
• Install, configure and support Windows, iOS, Android and Microsoft 365 platforms
• Administer 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 covering 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 configuration, patch management and threat response
• Work within ITIL processes for incident, problem, change and configuration management, meeting agreed service levels
• Provide customer service to technical and non-technical users, communicating clearly
• Mentor colleagues and collaborate with internal teams, suppliers and stakeholders on continuous service improvement
• Take part in an on-call rota

Qualifications

• Educated to A level standard or equivalent

Experience

• Experience in a desktop support environment
• Experience acting as technical lead on minor works or projects, coordinating resources and timelines (assessed at interview)
• Experience supporting iOS and Android devices
• Proven track record of excellent customer service in a busy environment

Skills & knowledge

• Sound knowledge of Windows and Microsoft 365 applications
• Demonstrable hardware fault finding and resolution for desktop equipment, peripherals and mobile devices
• Advanced, expert technical knowledge of infrastructure, operating systems, LANs, desktop and mobile technologies, including installing, configuring and resolving issues
• Ability to meet SLAs, KPIs and ticket management standards
• Ability to capture, categorise, prioritise and record incidents and requests
• Sufficient technical skills to cover 1st line support

Checks & eligibility

• Valid UK driving licence

Nice to have

• Degree, relevant IT professional qualification, or IT experience in technical service delivery and support
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Practitioner or industry standard service qualification (e.g. ITIL incident, problem or change management)
• Experience of technical support and project delivery, including complex problem-solving
• Experience in an ITIL-based environment or on a service desk
• Experience using DEP/VPP
• In-depth knowledge of iOS
• Skilled in triaging complex issues, managing repeat incidents and identifying root causes, and working independently to implement, test and present fixes