196058 Endpoint Engineer

To provide comprehensive 2nd line technical support for all desktop computer systems and related peripherals within NHS Fife, participating in the on-call rota if required in order to provide the relevant desktop support required by the organisation.

2nd line technical support involves resolving IT incidents and implementing IT changes across NHS Fife and GP Practices, following agreed procedures to agreed timescales. The Desktop team is supported by other Internal support teams, the Endpoint Manager and via external suppliers utilising support contracts. 

You will be frequently the first point of contact for enquiries and will determine the extent to which they are authorised to give advice.  

Much of the work is governed by set procedures and standards and thus the potholder is free to make appropriate decisions within the procedures set, like deciding the technique or method to be used to resolve an incident in the quickest way and minimising the impact but always within the boundaries of the freedom allowed by the specific operational processes and procedures applicable.

You will suggest ways to resolve incidents and implement desktop changes in a better way (quicker and minimising the impact) by drafting procedures within the remit of the role, subject to further review and approval by colleagues and the Team Leader.

You will assess the impact and urgency of incidents and changes assigned to him/her and escalate it if required (functional and hierarchical).

You will assess the risk involved when performing technical interventions on desktop hardware and software (i.e. data loss).

Unless the Endpoint Manager assigns work in a different way, DSAs arrange their own daily schedule for attending calls/service requests based on agreed resolution times and efficiency criteria.

For informal enquiries, please contact James Mavor on or ext 46438 james.mavor@nhs.scot. 

NHS Scotland is reducing their full-time working week from 37.5 to 37 hours per week from 1 April 2024 but with no change in pay.  This reduction will also be applied pro rata for part time staff.  This advert and any subsequent offer/contract of employment therefore reflects the new working hours.  However, as not all service areas will be able to adopt the 37 hour working week immediately from 1 April 2024, you may be required to work up to an additional 30 minutes per week for a temporary period for which you would be paid until the service you are working in changes rosters or working patterns to accommodate the new reduced working week.  If you have any questions or concerns, please contact the Recruiting Board.

NHS Fife is legally obliged to ensure all its employees are legally entitled to work in the United Kingdom. If you are not a United Kingdom (UK) or Irish National, you are required to confirm your right to work in your application. 

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.