Your World Recruitment Group
Endpoint Support Engineer
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Endpoint Support Engineer (Must hold full and valid UK driving licence and have access to a vehicle)
Location: Norwich
Job Type: Temporary
Duration of booking: Expected to last 3 months with possible extension
Proposed start date: ASAP
Pay Rates: Up to £17.55 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
Job Purpose
To maintain and increase customer productivity across the NHS trust by providing second-line, customer-focused IT support. You will resolve technical incidents and problems remotely or in person, ensuring continuous improvement and maintenance of both software and computer hardware.
Key Responsibilities
2nd Line Support & Incident Management
- Provide high-quality 2nd line support for both clinical and corporate NHS staff.
- Record, update, and track all work, calls, and requests accurately within the IT Service Desk call management system in line with Service Level Agreements (SLAs).
- Proactively investigate, diagnose, and resolve technical issues remotely via telephone or approved Digital Services tools to restore normal service as quickly as possible.
- Prioritise, organise, and re-classify IT incidents and queries, ensuring comprehensive documentation of actions taken.
- Monitor and track incidents, escalating hierarchically or functionally to the Endpoint Services Manager when targets are at risk.
- Liaise with third-party suppliers to resolve faults or implement workarounds on tailored or national NHS systems.
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Hardware, Software & Infrastructure
- Install, configure, repair, and maintain workstations, local software, peripherals, network settings, printing facilities, and telephone systems.
- Build, upgrade, migrate, test, and deploy IT hardware and software applications within agreed SLA timescales.
- Conduct site visits where necessary for hardware/software resolution, office moves, changes, and technology refresh projects.
- Maintain Digital Services antivirus (Sophos console), data integrity within the service management tool, and ensure all endpoint asset information is kept strictly up to date.
- Assist Endpoint Specialists with the development of new build images.
Service Improvement & Collaboration
- Contribute to 2nd line technical process mapping, keeping documentation updated and offering recommendations for service delivery improvements.
- Deliver peer training within the Endpoint Engineering team to foster knowledge transfer and maintain a multi-skilled unit.
- Communicate complex technical resolutions clearly and adapt language appropriately for non-technical users to manage customer expectations effectively.
- Present a positive, professional image of Digital Services at all times while complying with all corporate policies.
Person Specification: Experience, Skills & Qualifications
Qualifications & Knowledge
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- Degree or equivalent experience in supporting computer desktop hardware.
- Microsoft Certification (or equivalent experience).
- ITIL Service Management Foundation certification or equivalent working knowledge.
- Working knowledge of Active Directory (users, computers, security groups), Windows 11, Microsoft Office 365, Citrix, Sophos console, and asset management solutions.
- Good keyboard/typing skills (RSA 2 or equivalent).
Skills & Attributes
- Customer Service: Proven background in a customer-facing IT environment; skilled at managing customer expectations, building confidence, and handling challenging situations calmly and professionally.
- Problem Solving: Strong analytical abilities with a logical approach to troubleshooting and diagnosing issues.
- Communication: Excellent verbal and written English communication skills, with the ability to convey technical guidance to non-technical end users.
- Organisation: Ability to prioritise workload, work under pressure, meet strict targets, and pay close attention to detail.
- Work Ethic: Self-motivated, proactive, forward-thinking, and possesses a positive "can-do" attitude with a willingness to take ownership of tasks.
- Flexibility & Physical Requirements: Flexible with working hours when service demands require, comfortable working on own initiative, and capable of performing moderate physical activity on a frequent basis (e.g., handling hardware/equipment during rollouts).
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