IT Support Engineer

The post holder will be responsible for delivering a proactive and responsive IT support service across the Trust, supporting both the Contact Centre and field-based Desktop Support teams, ensuring a consistent, high-quality service for all users. The role involves coordinating with relevant support teams to ensure the effectiveresolution of incidents and service requests, covering all aspects of IT support including incident, service request logging and Active Directory administration. Provide comprehensive IT support for all Trust-supported devices and systems, both remotely and onsite. This includes diagnosing faults, and implementing resolutions using appropriate tools, including remote support technologies. Apply technical knowledge and sound judgement to investigate and resolve issues, some of which may be complex and have multiple potential solutions and outcomes.Support and guide team members in resolving incidents, ensuring appropriate escalation where required. Maintain accurate documentation of digital processes, procedures, and technicalsolutions to support knowledge sharing and continuous service improvement.

Main duties of the job

• Provide high-quality technical support within the Desktop Delivery function, supporting Contact Centre and field-based services across the Trust.
• Support and maintain PC hardware, Telephony, software, systems, and network infrastructure via telephone, portal, remote tools, and onsite visits.
• Log and manage complex user support requests within the ITSM system, ensuring accurate and detailed information is captured to support effective resolution.
• Install, configure, and maintain desktop hardware and software in line with Trust standards.
• Maintain and update the IT asset database, ensuring all equipment is accurately recorded and tracked throughout its lifecycle.
• Carry out hardware builds, repairs, and decommissioning activities, including secure removal and destruction of PC hard drives.
• Arrange appropriate disposal of decommissioned equipment in line with Trust policies and approved recycling processes.
• Perform antivirus updates and daily monitoring of antivirus systems to maintain security compliance.
• Ensure compliance with all Trust policies relating to information governance, security, and confidentiality.
• Undertake continual professional development (CPD), attending relevant training and sharing knowledge within the team and with users.
• Support Trust users and colleagues of the Contact Centre and Desktop Support teams, assisting with issue resolution and sharing knowledge.

About us

The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.

Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.

Details

Date posted

13 October 2026

Pay scheme

Agenda for change

Band

Band 5

Salary

£32,073 to £39,043 a year

per annum, pro rata if part-time.

Contract

Permanent

Working pattern

Full-time

Reference number

303-8312819

Job locations

The Royal Orthopaedic Hospital NHS Foundation Trust

Bristol Road South

Birmingham

B31 2AP

United Kingdom

Job responsibilities

Please see attached JD/PS

Please note that this job vacancy may close before the advertised closing date if a sufficient number of applications are received. To ensure your application is considered and to avoid disappointment, we advise submitting your application as soon as possible.

Job responsibilities

Please see attached JD/PS

Please note that this job vacancy may close before the advertised closing date if a sufficient number of applications are received. To ensure your application is considered and to avoid disappointment, we advise submitting your application as soon as possible.

Person Specification

Qualifications

Essential

• Relevant IT qualification (e.g. CompTIA A+, Microsoft certification) or equivalent practical experience
• Degree in an IT-related subject or equivalent demonstrable experience

Desirable

• ITIL Foundation certification

Experience

Essential

• Experience providing 1st and 2nd line IT support within a service environment
• Experience supporting/troubleshooting desktop hardware, software, and networked systems
• Experience supporting network printers and print management systems

Desirable

• Experience working within an NHS or healthcare environment

Knowledge

Essential

• Knowledge of Microsoft Windows operating systems and Microsoft Office applications
• Understanding of IT support processes (incident and request management)
• Knowledge of basic networking concepts (e.g. TCP/IP, Wi-Fi, LAN)
• Understanding of Information Governance, data protection, and IT security principles

Desirable

• Knowledge of ITIL principles and best practice

Person Specification

Qualifications

Essential

• Relevant IT qualification (e.g. CompTIA A+, Microsoft certification) or equivalent practical experience
• Degree in an IT-related subject or equivalent demonstrable experience

Desirable

• ITIL Foundation certification

Experience

Essential

• Experience providing 1st and 2nd line IT support within a service environment
• Experience supporting/troubleshooting desktop hardware, software, and networked systems
• Experience supporting network printers and print management systems

Desirable

• Experience working within an NHS or healthcare environment

Knowledge

Essential

• Knowledge of Microsoft Windows operating systems and Microsoft Office applications
• Understanding of IT support processes (incident and request management)
• Knowledge of basic networking concepts (e.g. TCP/IP, Wi-Fi, LAN)
• Understanding of Information Governance, data protection, and IT security principles

Desirable

• Knowledge of ITIL principles and best practice

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

The Royal Orthopaedic Hospital NHS Foundation Trust

Address

The Royal Orthopaedic Hospital NHS Foundation Trust

Bristol Road South

Birmingham

B31 2AP

United Kingdom

Employer's website

https://www.roh.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

The Royal Orthopaedic Hospital NHS Foundation Trust

Address

The Royal Orthopaedic Hospital NHS Foundation Trust

Bristol Road South

Birmingham

B31 2AP

United Kingdom

Employer's website

https://www.roh.nhs.uk/ (Opens in a new tab)

Job responsibilities

Please see attached JD/PS

Please note that this job vacancy may close before the advertised closing date if a sufficient number of applications are received. To ensure your application is considered and to avoid disappointment, we advise submitting your application as soon as possible.

Qualifications

Essential

• Relevant IT qualification (e.g. CompTIA A+, Microsoft certification) or equivalent practical experience
• Degree in an IT-related subject or equivalent demonstrable experience

Desirable

• ITIL Foundation certification

Experience

Essential

• Experience providing 1st and 2nd line IT support within a service environment
• Experience supporting/troubleshooting desktop hardware, software, and networked systems
• Experience supporting network printers and print management systems

Desirable

• Experience working within an NHS or healthcare environment

Knowledge

Essential

• Knowledge of Microsoft Windows operating systems and Microsoft Office applications
• Understanding of IT support processes (incident and request management)
• Knowledge of basic networking concepts (e.g. TCP/IP, Wi-Fi, LAN)
• Understanding of Information Governance, data protection, and IT security principles

Desirable

• Knowledge of ITIL principles and best practice