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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Engineer - **Company:** Your World Recruitment Group - **Location:** Norwich, UK - **Salary:** £36,504.0 - **Contract:** Temporary to permanent - **Skills:** Microsoft Windows, Active Directory, Software Applications, Data Integrity, Desktop Computing, Microsoft Office, Citrix Systems, RSA (Cryptosystem), Peripherals, Computer Equipment - **Published:** August 12, 2026 - **Apply:** https://www.yourworld.com/uk/professions/non-medical-non-clinical/it/it-support-engineer-nuba ## About the Role * 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). ## Description Endpoint Support Engineer (Must hold full and valid UK driving licence and have access to a vehicle), 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., 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. 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. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Exploring 5 Key Applications of AI Abundance with Blockchain Assurance](https://www.wearedevelopers.com/videos/971-exploring-5-key-applications-of-ai-abundance-with-blockchain-assurance) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Startup Presentation: StorX - Future of Cloud Storage](https://www.wearedevelopers.com/videos/1176-startup-presentation-storx-future-of-cloud-storage) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)