Job summary
This is an excellent opportunity to
become involved with our Operational 2nd Line Support team, contributing to the
support, maintenance, monitoring and performance management of IT infrastructure
and solutions within large enterprise level IT environment being crucial to the
delivery of patient care. The team are seeking a forward thinking, dynamic and motivated
candidate, with a history of supporting IT Infrastructure.
The Role:
As a Junior IT Specialist you will join
a strong 2nd line team to assist with, daily challenge of supporting a wide range
of technologies and solutions, reacting to Monitoring alerts to maintain
operational capability of Physical and Virtual Infrastructure, working with
Team to conduct BAU Upgrades and software version updates on a variety
platforms and backend solutions deployed within Portsmouth Hospital University
Trust.
What
We Offer You:
- Join a capable strong Operational Support Team that will extend your technical
skillset and understanding
- Work with a great IT Department who are committed to their cause and
dedicated to delivering the best services and solutions possible.
- Flexible working.
-
Staff benefits which include excellent Pension Scheme, childcare vouchers, gym / swimming pool membership,
cycle to work scheme, access to our Beach Hut and many more!
Portsmouth
Hospitals University NHS Trust: Is
a large district general hospital providing comprehensive acute and specialist
services.
Main duties of the job
Specifically,
you will be expected to contribute to the ongoing Operational effectiveness delivered
by IT Solutions deployed in the Trust by:
-
Conducting Daily Operational Checks on Production Systems. Raising and
progressing support tickets to resolve issues with Backups, Hardware Failure,
Capacity Management, System alerts with internal and external partners
-
Triage new Tickets to appropriate Technical Resource within Operational
Team and wider IT Dept technical resource
-
React to Solar winds centric monitoring solution to investigate follow internal
process / raise Third Party support call
to resolve operational faults on wide variety of platforms and solutions
You
will need to be able to demonstrate that you have core capabilities to deal
with a wide range of competing parallel demanding tasks, work and effectively
communicate within a Technical Team. Quickly able to learn and use new technical
skillsets, utilising them in analysis and resolve complex IT support calls. Follow
and create operational procedures. Experience of working on an IT Technical Service
Desk is essential. Experience of IT Infrastructure on a wide variety of industry
standard applications, such as VMWare, Citrix, VEEAM, CISCO etc would be an
advantage.
Specifically,
you will:
Be suitably qualified and able to demonstrate relevant knowledge and
experience in an IT Support Role
About us
The Trust is committed to driving excellence in care for our patients and communities and was rated good by the Care Quality Commission report published 2020 and became a University Hospital. We are ranked as the third in the country for research; embedding education and training across the organisation and we continuously strive to achieve our core values which are at the heart of everything we do. The Trusts main hub is the Queen Alexandra Hospital, starting life as a military hospital over a century ago and now one of the largest hospitals on the south coast and you may have seen us on the TV series Nurses on the Ward. The Trust provides comprehensive secondary care and specialist services to a local population of 675,000 people across South East Hampshire. The Trust employs over 8,000 staff and are #ProudtobePHU; our patients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because its the right thing to do, but because it makes our hospital stronger. If you share our values and our enthusiasm for providing outstanding care and support for patients, colleagues and our community you will find a home at PHU. In recruiting for our team, we welcome the unique contributions that you can bring in
terms of your education, opinions, culture, ethnicity, race, sex, gender
identity and expression, nation of origin, age, languages spoken, veterans
status, colour, religion, disability, sexual orientation and beliefs.
Job description
Job responsibilities
Play a specialist technical role in the provision of effective, efficient
and fully integrated IT operational services that maximise their availability
and integrity for end-users and optimise the value gained by the Trust from its
investment in IT. This will be achieved by:
-
Conduct Daily NOC
Task Checks, log and escalate tickets within IT OPS Team as appropriate
-
Act as Triage POC for
NOC Team, check tickets escalated to IT OPS for required detail and assign to
IT OPS resource as directed
-
Support and assist
the IT Specialists by undertaking routine server maintenance and housekeeping
tasks when required
-
Supporting the
departments ITIL processes, providing professional guidance in and execution
of Incident, Request Fulfilment, Change, Release, Configuration, Problem,
Performance, and Availability Management
-
Applying operating
procedures for all systems hosted within the Trust Data Centres so they are
operating at their optimum performance, availability to IT users and integrity
of their data
Specific
Core Functions
Systems
Operation
1. Conduct
collection Daily Task checks and log calls and escalate findings as necessary
withing IT Operations Team
2. Triage
Unassigned escalated calls to IT Operations team, check they contain necessary
detail and information to be progressed. Assign calls to IT Operations team
members IAW with guidelines provided,
3. Maintain
and monitor capacity information and report on threshold breaches to prevent
system outages and enable capacity planning
4. Support
ICT Systems Administrators as required by undertaking routine server
maintenance and housekeeping tasks.
System
Hosting
5.
Working alone on ICT systems and modifications
to existing ICT systems, or with partners, vendors or colleagues on more
complex systems. Specifies user/system technical requirements, including the
overall management of the system implementation and transition into both the
Operational Service and Centre.
6.
Executes
test plans, to verify correct operation of completed system implementations.
7.
Document all work using required standards,
methods and tools, including internal tools where appropriate.
8.
Collects performance data to monitor system
efficiencies against either published service level agreements or vender best
practice thresholds. Monitors both resource usage and failure rates of installed
systems and provides feedback to ICT Operations Management Team.
9.
Gathers performance statistics from the hosted
ICT Systems to enable recommendations for the tuning of System Infrastructure.
Initiate system software parameters to maximize throughput and efficiencies.
Software and
Hardware Installation
10. Enables
the software builds ready for loading onto the target hardware. Held within a
standard configuration arrangement, conducts a series of tests and records the
details of any failures.
11. Enables
test specifications as required for testers to follow, carries out fault
diagnosis relating to extreme complex problems as part of installations,
reporting the results of the diagnosis in a clear and concise manner.
12. Installs
or removes hardware and/or software, using installation instructions and tools,
follows agreed standards. Adheres to the IT Change and Release Management
Process for all software and hardware changes.
13. Reports details of all hardware/software items
that have been installed and removed so that configuration management records
can be updated.
14. Contributes,
as required, to the development of installation procedures and standards.
Job description
Job responsibilities
Play a specialist technical role in the provision of effective, efficient
and fully integrated IT operational services that maximise their availability
and integrity for end-users and optimise the value gained by the Trust from its
investment in IT. This will be achieved by:
-
Conduct Daily NOC
Task Checks, log and escalate tickets within IT OPS Team as appropriate
-
Act as Triage POC for
NOC Team, check tickets escalated to IT OPS for required detail and assign to
IT OPS resource as directed
-
Support and assist
the IT Specialists by undertaking routine server maintenance and housekeeping
tasks when required
-
Supporting the
departments ITIL processes, providing professional guidance in and execution
of Incident, Request Fulfilment, Change, Release, Configuration, Problem,
Performance, and Availability Management
-
Applying operating
procedures for all systems hosted within the Trust Data Centres so they are
operating at their optimum performance, availability to IT users and integrity
of their data
Specific
Core Functions
Systems
Operation
1. Conduct
collection Daily Task checks and log calls and escalate findings as necessary
withing IT Operations Team
2. Triage
Unassigned escalated calls to IT Operations team, check they contain necessary
detail and information to be progressed. Assign calls to IT Operations team
members IAW with guidelines provided,
3. Maintain
and monitor capacity information and report on threshold breaches to prevent
system outages and enable capacity planning
4. Support
ICT Systems Administrators as required by undertaking routine server
maintenance and housekeeping tasks.
System
Hosting
5.
Working alone on ICT systems and modifications
to existing ICT systems, or with partners, vendors or colleagues on more
complex systems. Specifies user/system technical requirements, including the
overall management of the system implementation and transition into both the
Operational Service and Centre.
6.
Executes
test plans, to verify correct operation of completed system implementations.
7.
Document all work using required standards,
methods and tools, including internal tools where appropriate.
8.
Collects performance data to monitor system
efficiencies against either published service level agreements or vender best
practice thresholds. Monitors both resource usage and failure rates of installed
systems and provides feedback to ICT Operations Management Team.
9.
Gathers performance statistics from the hosted
ICT Systems to enable recommendations for the tuning of System Infrastructure.
Initiate system software parameters to maximize throughput and efficiencies.
Software and
Hardware Installation
10. Enables
the software builds ready for loading onto the target hardware. Held within a
standard configuration arrangement, conducts a series of tests and records the
details of any failures.
11. Enables
test specifications as required for testers to follow, carries out fault
diagnosis relating to extreme complex problems as part of installations,
reporting the results of the diagnosis in a clear and concise manner.
12. Installs
or removes hardware and/or software, using installation instructions and tools,
follows agreed standards. Adheres to the IT Change and Release Management
Process for all software and hardware changes.
13. Reports details of all hardware/software items
that have been installed and removed so that configuration management records
can be updated.
14. Contributes,
as required, to the development of installation procedures and standards.
Person Specification
Qualifications
Essential
- Higher National Diploma (HND) in IT.
- Service Desk experience.
- ITIL Foundation Certificate.
- Evidence of continuing professional development.
Desirable
- Degree level qualification or equivalent in computing or related field.
- Technical accreditation in at least one or more of the following; Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA).
- Experience of virtualised environments.
Skills and Knowledge
Essential
- Knowledge of data protection and information security issues.
- Ability to plan, self-motivate and demonstrate time-management skills.
- Ability to understand and escalate technical problems, communicating effectively with technical experts.
- Experience of Windows Server environments.
- Knowledge and awareness of current backup technologies and strategies.
- Strong customer service skills.
Desirable
- Experience of HP server hardware.
- Knowledge of backup software, reading logs and diagnosing device failures.
- Knowledge of network attached storage technologies.
Person Specification
Qualifications
Essential
- Higher National Diploma (HND) in IT.
- Service Desk experience.
- ITIL Foundation Certificate.
- Evidence of continuing professional development.
Desirable
- Degree level qualification or equivalent in computing or related field.
- Technical accreditation in at least one or more of the following; Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA).
- Experience of virtualised environments.
Skills and Knowledge
Essential
- Knowledge of data protection and information security issues.
- Ability to plan, self-motivate and demonstrate time-management skills.
- Ability to understand and escalate technical problems, communicating effectively with technical experts.
- Experience of Windows Server environments.
- Knowledge and awareness of current backup technologies and strategies.
- Strong customer service skills.
Desirable
- Experience of HP server hardware.
- Knowledge of backup software, reading logs and diagnosing device failures.
- Knowledge of network attached storage technologies.
