• Act as a second line escalation point for incidents and service requests, ensuring timely and effective resolution.
• Provide advanced troubleshooting and support for Windows desktop and server environments, Office 365, Active Directory, and clinical applications.
• Support and maintain end-user devices, peripherals, and NHS clinical systems (e.g., PAS/EPR, EMIS, SystmOne, or similar).
• Manage and resolve issues related to networks, VPN, and remote access.
• Escalate incidents to 3rd line support or external suppliers as required, ensuring clear communication and documentation.
• Contribute to system administration tasks including patching, imaging, and configuration of hardware/software.
• Ensure compliance with NHS Digital, IG, and cyber security standards.
• Maintain accurate records and documentation using ITSM tools (e.g., service desk ticketing systems).
• Assist with IT projects, upgrades, and deployments in collaboration with other technical teams.
• Provide excellent customer service to clinical and non-clinical staff in a fast-paced environment.

• Proven experience in a 2nd line IT support role, ideally within the NHS or healthcare sector.
• Strong knowledge of:
  • Microsoft Windows 10/11, Windows Server
  • Microsoft 365 and Exchange Online
  • Active Directory (including Group Policy management)
  • VPN and network troubleshooting (TCP/IP, DNS, DHCP)
• Experience supporting NHS clinical systems and working within NHS information governance frameworks.
• Strong problem-solving and diagnostic skills.
• Excellent communication and customer service skills.
• ITIL Foundation knowledge or equivalent service management experience.

• Experience with EMIS, SystmOne, or other EPR/PAS solutions.
• Knowledge of NHS Smartcard systems and RBAC.
• Experience with SCCM, Intune, or other endpoint management tools.
• Basic scripting (e.g., PowerShell).
• ITIL Foundation certification.

Apply now or email rochelle@briodigital.io for more information.