Band 5 Digital Endpoint Engineer; 2nd Line Support

Provide 2nd line technical support to end users. The post holder will provide flexible on‑site support for the North London Breast Screening Service as it expands into new locations, maintaining, supporting, and upgrading desktop and mobile devices, systems, and peripherals across Romford, Charing Cross, St Mary’s, Hanwell, Hounslow, and Uxbridge. Organise/attend meetings, provide technical lead and research during the implementation of projects, which also includes on‑going support.

Identify and provide training to hospital staff in the use of the trust’s computer systems and software. Duties will include working towards meeting Service Level Agreements (SLA), repairing hardware faults, resolving software issues, implementing and testing new systems, creating documentation on new and existing procedures/systems, ensuring Digital Services security standards are met, and supporting the day‑to‑day IT requirements of the hospital.

Enforcing and monitoring adherence to the trust’s Digital Services policies. Review guidance, implement policies and standards set by NHS Digital.

• Provide 2nd line support by attending logged Service Desk calls, identifying and resolving incidents or escalating as appropriate.
• Update incidents and requests in the ITSM ticket system and maintain an accurate log of all action.
• Perform hardware repairs to faulty equipment.
• Resolve hardware, software and user errors.
• Train users in the trust’s computer systems.
• Keep system users informed of all progress made regarding their logged call.
• Liaise with 3rd party support organisations to resolve issues and meet the trust’s SLA.
• Install hardware such as PCs, printers, scanners, PC components, projectors, monitors, etc.
• Install and configure software, including NHSmail.
• Administrate active accounts: set up new accounts and remove old accounts.
• Perform Local Organisation Administrator role (LOA) – National NHS role.
• Move or remove hardware/software where required and update asset database of any changes.
• Upgrade hardware/software as required and retire devices from systems when they reach end of life.
• Manage software licences.
• Patch desktops to the trust network.
• Troubleshoot network connectivity issues.
• Liaise with the Network team when required.
• Create manuals and user guides on trust systems.
• Obtain competitive quotations for IT equipment.
• Represent IT department in meetings.