We have an exciting opportunity for a Project and Support Engineer to join our Digital Services Team at Cygnet, covering our services in the North East Region.
Cygnet was established in 1988. Since then we have developed a wide range of health and social care services for young people and adults with mental health needs, acquired brain injuries, eating disorders, autism and learning disabilities within the UK.
The Field Services Engineer will provide hands-on and remote technical support for Cygnet Healthcare’s digital systems and services. You will support both staff and service users across various sites within but not limited to your assigned region. The role also involves working on digital projects and collaborating with the central service desk team. Given the healthcare setting, high standards of customer service, professionalism, and sensitivity are essential.
Key Responsibilities
- Provide general and project-based support across all digital systems, both remotely and on-site.
- Deliver excellent 1st and 2nd line support to users of core systems and applications, including Microsoft Windows and Office.
- Install and configure new hardware and software across multiple sites.
- Manage service desk tickets via SysAid, prioritising and resolving them in a timely manner.
- Maintain system performance and ensure all PCs/laptops are up to date with operating systems and application patches.
- Support and install Mitel and Yealink telephony systems (training provided).
- Provide basic support for CCTV systems, escalating complex issues to third parties.
- Support photocopiers and printers, including third-party liaison for repairs.
- Source and manage hardware and consumables in collaboration with the Digital Services Asset Team.
- Offer technical instruction and advice to end-users tailored to their skill level.
- Maintain asset registers and perform hardware audits and security checks.
- Attend regular team and project meetings.
- Ensure adherence to all Cygnet Healthcare policies and IT protocols.
Required Skills and Experience
- Minimum 3 years' experience supporting users in a large corporate IT environment.
- Strong working knowledge of Windows 10 & 11 operating systems.
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint 2016/365).
- Experience with installing and supporting secure network printers and telephony systems.
- Basic knowledge of LAN/WAN and patching in comms cabinets.
- Familiarity with Service Desk tools and remote access software.
- Excellent communication, customer service, and problem-solving skills.
- Full UK driving licence and willingness to travel.
Desirable Skills and Qualifications
- Level 2 IT qualification or equivalent.
- CompTIA A+/N+, Microsoft Certifications, or ITIL Foundation.
- Knowledge of IP addressing and subnets.
- Experience supporting Android and iOS mobile devices.
- Mental health or deaf awareness.
- Understanding of the Data Protection Act and confidentiality in healthcare.
Evidence of Success
- Consistently punctual with strong time management.
- High standards of customer service and positive feedback.
- Accurate logging and resolution of support tickets within SLAs.
- Adherence to service desk procedures and documentation standards.
Why Cygnet? We’ll offer you…
- An opening to undertake further learning with our excellent apprenticeship scheme
- Expert supervision & support
- Health Cash plan
- Enhanced maternity pay: 8 weeks full Pay, 18 weeks half Pay (Inclusive of SMP) followed by 13 weeks SMP.
- 24 hours free GP support line
- Free life assurance cover
- Free eye tests
- Car lease discounts
- Discounted gym membership
- Free mortgage broker and Insurance cover
- Pension scheme
- Employee NHS – discount savings & “Cycle to Work” scheme
- Smart Health Toolkit- Providing you with Fitness Programmes, Nutrition consultation and Health checks
Ready to make a positive change? Please click on the ‘apply now’ link below or send your CV to LenaStreet@cygnethealth.co.uk
Due to limits on sponsorship allocations, we are not currently in a position to offer sponsorship to new candidates for these roles, this remains under review.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
