Job summary
We are seeking an ICT Field
Services Engineer to provide first, second, and third-line support services to
our people and maintain and improve our infrastructure. The successful
candidate will play a key role in delivering the hospices end-user strategy,
maintaining fit-for-purpose technology solutions, deploying hardware, and
providing first-class support.
In this new and exciting
role, you will be required to:
Travel
to our people across the city to our hospice sites, shops or homes to provide
in-person services, managing the end-to-end field service jobs, ensuring that
all requests are managed through our system and all resolutions meet service
level agreements
Work
collaboratively with other professionals in the organisation to devise
suggestions for expediting maintenance and troubleshooting procedures, ensuring
all documental is completed and all complexities are resolved
Provide
day-today support and have responsibility for the maintenance and upkeep of our
hospice and retail shop infrastructure
Main duties of the job
The ICT
Field Services Engineer will provide first, second and third line support
services to our people as well maintain and improve infrastructure.
You will have a background of working within a busy environment, and
experience in troubleshooting complex technical issues at in-depth levels. You
must have a proven track record of problem-solving from start to finish in
addition to being self-motivated and working alone at times.
You will play a
key role in delivering the organisations end user strategy maintaining fit
for purpose technology solutions, deploying hardware.
You will travel to our people cross city
to one of our many site locations, either shops, hospices or homes to provide services. This includes end
to end management of field service jobs, expediting maintenance and
troubleshooting procedures across our network and server provisions.
You
must travel to all requests by use of our field management system and manage
all requests through to resolution to meet the SLA.
This
position may require working after hours but will require presence on-site at
one of our many locations.
As a
professional you will collaborate with other professionals to devise suggestions for expediting maintenance and troubleshooting
procedures.
This role provides day-to-day support, and you have
responsibility for the maintenance, upkeep, and improvement of our hospice
and retail shop infrastructure, therefore project work is a must and will be
combined in your daily duties.
About us
Birmingham Hospice provides expert palliative and end
of life care for people and their families living with life-limiting illnesses.
We believe that all people in Birmingham should have
access to the best specialist care and support - when, where and how they need
it. Our vision is a future where everyone with a life-limiting illness will
live and die with dignity and in comfort. Our mission is to enable more people
from all communities to access the care of their choice at the end of life.
During a recent CQC inspection our sites have been
rated outstanding, with independent health care regulators highlighting that
colleagues and services are caring, responsive and well-led.
Our outstanding teams are passionate about providing
the very best care, and patients and their loved ones are at the heart of
everything we do.
Our values of kindness, respect, innovation,
togetherness, positivity and openness are at the centre of who we are, what we
do and how we behave. We pride ourselves on being an inclusive, welcoming,
caring and supportive team. Were offering a competitive salary, with generous
holiday allowance, a contribution pension scheme, and a commitment to investing
in our people through employee benefits and ongoing professional development.
Job description
Job responsibilities
Main Duties and Responsibilities
- Respond to client and system service requests and troubleshoot and fix technical faults and issues to completion.
- Ensure the IT needs of the client are met in relation to teaching, learning, and administration.
- Handle security and network administration tasks.
- Perform any hardware repair and replacement.
- Ensure equipment is installed and ready for use by end-user.
- Co-ordinate on site cabling and hardware installation duties, working with Core Network to ensure hardware is correctly deployed and connectivity is tested and reachable remotely.
- Survey shop premises for Wi-Fi coverage and capture other vital information required for the planning of future deployments of associated hardware and cabling for projects.
- Perform Pre Cable' and 'Pre deploy' duties in cases where circuits and client sites are yet to be delivered or readied by vendors.
- Troubleshoot/Investigate and rectify circuit connection errors & circuit/hardware down scenarios and working closely with internal teams.
- Perform Hardware upgrades on legacy equipment and re-cable as instructed.
- Keep in line with internal and client agreed SLA's surrounding time taken to deliver each ticket/site deployment dependent on geographical location.
General Duties
Confidentiality
All employees are required to uphold the confidentiality of all information records in whatever format, encountered in the course of employment and after it.
All employees are bound by the requirements of the General Data Protection Regulations when, in the course of their employment, they deal with information records relating to individuals.
Equality and Diversity
The hospice is committed to promoting an environment that values diversity. All staff are responsible for ensuring that they treat individuals equally and fairly and do not discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex and sexual orientation. The hospice expects all staff to behave in a way that recognises and respects diversity in line with the appropriate standards.
Health and safety
All employees have a responsibility under the terms of the Health and Safety at Work Act 1974 to protect and promote their own health and that of others in the workplace.
All employees must comply with all hospice health and safety procedures infection control.
The prevention and control of infection is the responsibility of everyone who is employed by the hospice. Employees must be aware of infection control policies, procedures and the importance of protecting themselves and their clients in maintaining a clean and healthy environment.
Information governance
All employees are responsible for ensuring they undertake any training relating to information governance, read the hospices policies, procedures and guidance documents relating to information governance, and understanding how this affects them in their role.
Professional development
All employees must participate in an annual appraisal and develop a personal development plan with their line manager.
All employees are responsible for maintaining their statutory and mandatory training.
Safeguarding children, young people and vulnerable adults
The hospice is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All employees and volunteers are expected to behave in such a way that supports this commitment pandemic or major incident.
In the event of a pandemic or major incident, the post holder may be asked to undertake other duties not necessarily commensurate to the banding of this role. This could include duties in any part of the hospice. Prior to undertaking any duties, the member of staff will have full training and induction. We wont ask any member of staff to undertake duties for which they are not competent or where they feel unsafe in their environment or could put patients or themselves at risk.
The job description is not exhaustive and may be amended following appropriate consultation in the light of business needs.
Job description
Job responsibilities
Main Duties and Responsibilities
- Respond to client and system service requests and troubleshoot and fix technical faults and issues to completion.
- Ensure the IT needs of the client are met in relation to teaching, learning, and administration.
- Handle security and network administration tasks.
- Perform any hardware repair and replacement.
- Ensure equipment is installed and ready for use by end-user.
- Co-ordinate on site cabling and hardware installation duties, working with Core Network to ensure hardware is correctly deployed and connectivity is tested and reachable remotely.
- Survey shop premises for Wi-Fi coverage and capture other vital information required for the planning of future deployments of associated hardware and cabling for projects.
- Perform Pre Cable' and 'Pre deploy' duties in cases where circuits and client sites are yet to be delivered or readied by vendors.
- Troubleshoot/Investigate and rectify circuit connection errors & circuit/hardware down scenarios and working closely with internal teams.
- Perform Hardware upgrades on legacy equipment and re-cable as instructed.
- Keep in line with internal and client agreed SLA's surrounding time taken to deliver each ticket/site deployment dependent on geographical location.
General Duties
Confidentiality
All employees are required to uphold the confidentiality of all information records in whatever format, encountered in the course of employment and after it.
All employees are bound by the requirements of the General Data Protection Regulations when, in the course of their employment, they deal with information records relating to individuals.
Equality and Diversity
The hospice is committed to promoting an environment that values diversity. All staff are responsible for ensuring that they treat individuals equally and fairly and do not discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex and sexual orientation. The hospice expects all staff to behave in a way that recognises and respects diversity in line with the appropriate standards.
Health and safety
All employees have a responsibility under the terms of the Health and Safety at Work Act 1974 to protect and promote their own health and that of others in the workplace.
All employees must comply with all hospice health and safety procedures infection control.
The prevention and control of infection is the responsibility of everyone who is employed by the hospice. Employees must be aware of infection control policies, procedures and the importance of protecting themselves and their clients in maintaining a clean and healthy environment.
Information governance
All employees are responsible for ensuring they undertake any training relating to information governance, read the hospices policies, procedures and guidance documents relating to information governance, and understanding how this affects them in their role.
Professional development
All employees must participate in an annual appraisal and develop a personal development plan with their line manager.
All employees are responsible for maintaining their statutory and mandatory training.
Safeguarding children, young people and vulnerable adults
The hospice is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All employees and volunteers are expected to behave in such a way that supports this commitment pandemic or major incident.
In the event of a pandemic or major incident, the post holder may be asked to undertake other duties not necessarily commensurate to the banding of this role. This could include duties in any part of the hospice. Prior to undertaking any duties, the member of staff will have full training and induction. We wont ask any member of staff to undertake duties for which they are not competent or where they feel unsafe in their environment or could put patients or themselves at risk.
The job description is not exhaustive and may be amended following appropriate consultation in the light of business needs.
Person Specification
Qualifications
Essential
- Degree in a computing related subject or specialist underpinning theoretical knowledge supported by relevant practical experience.
Desirable
- Cisco CCNP qualification
- Security Comptia qualification
Personal Skills and Attributes
Essential
- An excellent people centric approach & service including strong communication, and relationship-building skills.
- Must have a Can do attitude.
- Able to operate independently to drive projects to completion without supervision while keeping teammates appraised of situations as they arise.
- Ability to effectively communicate (verbally and in writing) technical information at an appropriate level, and in a suitable style, having assessed the audience.
- Car owner-driver with full UK driving licence
Experience
Essential
- Experience in 1st, 2nd & 3rd support roles and be self-sufficient in problem solving independently without assistance.
- Competent with any O/S support and deployment, including Apple Macintosh and Linux.
- Can administer all Office 365 and 365 admin packages including Intune.
- Virtualisation Experience in VMWare.
- Highley skilled in Cisco routing and networking but also knowledge in hardware vendors equipment such as TP-link, Draytek and Sophos to name a few.
- Experience in Networking, Copper and Fibre Cabling.
- Experience in deploying networking hardware.
Desirable
- Worked within a clinical environment.
- Field Technician service experience.
Person Specification
Qualifications
Essential
- Degree in a computing related subject or specialist underpinning theoretical knowledge supported by relevant practical experience.
Desirable
- Cisco CCNP qualification
- Security Comptia qualification
Personal Skills and Attributes
Essential
- An excellent people centric approach & service including strong communication, and relationship-building skills.
- Must have a Can do attitude.
- Able to operate independently to drive projects to completion without supervision while keeping teammates appraised of situations as they arise.
- Ability to effectively communicate (verbally and in writing) technical information at an appropriate level, and in a suitable style, having assessed the audience.
- Car owner-driver with full UK driving licence
Experience
Essential
- Experience in 1st, 2nd & 3rd support roles and be self-sufficient in problem solving independently without assistance.
- Competent with any O/S support and deployment, including Apple Macintosh and Linux.
- Can administer all Office 365 and 365 admin packages including Intune.
- Virtualisation Experience in VMWare.
- Highley skilled in Cisco routing and networking but also knowledge in hardware vendors equipment such as TP-link, Draytek and Sophos to name a few.
- Experience in Networking, Copper and Fibre Cabling.
- Experience in deploying networking hardware.
Desirable
- Worked within a clinical environment.
- Field Technician service experience.
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.
