Technical Support Analyst - 3rd Line Support

Your World Healthcare UK; Norwich; On-site; GBP 57,859,000 - 61,992,000; Part time

Job summary

Your World Healthcare UK is seeking a Technical Support Analyst for 2nd and 3rd line support, based in Norwich. You will work with NHS-focused infrastructure and security teams, delivering high-quality technical support and system improvements while ensuring secure access to critical systems.

The role involves MS Entra ID, MFA, AD, Windows Server, and SQL Server administration, plus ITIL-aligned incident handling.

Qualifications

• Second- and third-line technical support.
• Microsoft Windows Server technologies.
• Microsoft Entra ID (Azure Active Directory).
• Identity and Access Management.
• Multi-Factor Authentication (MFA).
• Active Directory administration.
• Microsoft SQL Server.
• Technical troubleshooting and incident management.
• Application support within enterprise environments.
• Producing technical documentation.
• Working within structured ITIL support environments.
• Excellent communication and customer service skills.

Responsibilities

• Provide second- and third-line technical support for infrastructure and enterprise systems.
• Support Microsoft Entra ID, identity and access management services.
• Implement and support Multi-Factor Authentication (MFA).
• Configure Conditional Access policies and authentication methods.
• Support DSPT compliance activities.
• Investigate and resolve complex authentication and user access issues.
• Assist with vulnerability remediation and security hardening.
• Support Windows server infrastructure and enterprise applications.
• Produce technical documentation and operational procedures.
• Work closely with Infrastructure, Digital and Cyber Security teams.
• Participate in software deployments, upgrades and service improvements.
• Ensure incidents are resolved in accordance with agreed service levels.

Skills

Communication skills

Customer service

ITIL experience

Incident management

Tools

Microsoft Windows Server

Microsoft Entra ID

Active Directory

Microsoft SQL Server

PowerShell

Job description

Technical Support Analyst - 3rd Line Support

Location: Norwich

Job Type: Temporary

Duration of booking: 8 months with possible extension

Proposed start date: ASAP

Pay Rates: £22.00 per hour PAYE inclusive of holiday pay

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am - 5pm

Sector: Healthcare

Based: Office / Hospital

Working alongside Infrastructure, Cyber Security and Digital Services teams, you will help deliver high-quality technical support, system improvements and secure access to business-critical NHS systems.

Key Responsibilities

• Provide second- and third-line technical support for infrastructure and enterprise systems.
• Support Microsoft Entra ID, identity and access management services.
• Implement and support Multi-Factor Authentication (MFA).
• Configure Conditional Access policies and authentication methods.
• Support Digital Security and Protection Toolkit (DSPT) compliance activities.
• Investigate and resolve complex authentication and user access issues.
• Assist with vulnerability remediation and security hardening.
• Support Windows server infrastructure and enterprise applications.
• Produce technical documentation and operational procedures.
• Work closely with Infrastructure, Digital and Cyber Security teams.
• Participate in software deployments, upgrades and service improvements.
• Ensure incidents are resolved in accordance with agreed service levels.
• Contribute to technical projects and system implementations.

Essential Requirements

• Second- and third-line technical support.
• Microsoft Windows Server technologies.
• Microsoft Entra ID (Azure Active Directory).
• Identity and Access Management.
• Multi-Factor Authentication (MFA).
• Active Directory administration.
• Microsoft SQL Server.
• Technical troubleshooting and incident management.
• Application support within enterprise environments.
• Producing technical documentation.
• Working within structured ITIL support environments.
• Excellent communication and customer service skills.

Experience working within the NHS or another healthcare environment would be highly advantageous.

Desirable Skills

• Microsoft 365
• Azure
• PowerShell
• Citrix
• VMware
• Networking (TCP/IP)
• SQL
• Cyber Security
• DSP Toolkit
• Windows Server
• Enterprise Application Support