Job summary
Do you want to know you're making a difference to people's lives? Do you love technology? Have you got the customer service and technical skills required? Are you driven and passionate about achieving your full potential? If so, this is the role for you!
You will be work as part of our 2nd Line Support team surrounded by a culture where employees are respected and valued and where unique skills, backgrounds and experiences are welcomed. You will be given training upon commencement and because you will be working in a caring and supportive environment, you will be given every chance to make a difference.
Our IT Field Service Engineers are team driven and hardworking, providing technical support for the Trusts IT infrastructure. They support a wide range of users, applications and systems operating in the healthcare sector, so the role is varied and challenging and will give you the opportunity to broaden your skillset.
In addition to this to support our staff's wellbeing we offer flexible working arrangements along with access to support services. Learning is extremely important to us as an organisation and to support our staff develop technically and personally, we offer a range of education and development options from both external and internal resources. In addition to the above we offer staff discounts on a wide range of products, shops and services.
This vacancy is advertised as a Permanent post .
Main duties of the job
IT Field Service Engineers are responsible for providing technical support for all Trust sites, these include the existing campuses and our community-based sites that are in the process of transitioning under the management of the Trust's IT Support service.
They ensure that incidents and service requests associated with the IT Infrastructure located at all Trust sites are resolved or escalated in an efficient manner. In addition, the post holder will be involved in the installation of IT equipment including hardware and software.
The team has a wide remit, which includes providing a range of desktop support, networking, and installation services to the Trust along with the responsibility for IT Operations and the management of the Trust's dedicated computer rooms. The Team also works on projects and capital schemes, managed by the Project Management Office (PMO).
It is a key requisite of this post to always maintain a customer focus. Given the dynamic nature of NHS organisations there will be a requirement for travel to a number of sites dependent upon where the users are based and the growth of Sheffield teaching hospitals trust, therefore you will need to have a valid UK driver's license and a vehicle with business insurance to travel between sites.
Pathways will be available for you to progress your career either within the team or through other parts of the organisation.
About us
You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Person Specification
Qualifications
Essential
- GCSE English and Mathematics Grade A-C (4-9) or Equivalent experience
- HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C)
- Degree or equivalent in a relevant IT-related field and/or equivalent experience in IT Support
- Microsoft 365 Certified: Modern Desktop Administrator Associate or willingness to take
- CompTIA Network+ or willingness to take
- ITIL 4 Foundation or willingness to take
Desirable
- Further ITIL certifications
- Further CompTIA certifications
- Microsoft/Unix/Linux System Administration or equivalent hands-on experience
- Cisco such as CCNA
- Security such as SSCP
Other Factors
Essential
- Flexible approach to working and requirement to work unsociable hours in line with the needs of the service
- Participate in the on-call service, providing out-of-hours support in line with service requirements
- Ability to occasionally exert moderate physical effort installing and moving IT equipment
- Occasional exposure to unpleasant working conditions
- Full clean UK driving license
- Car with business insurance for travel to site and transportation of equipment
Personal Qualities
Essential
- Able to communicate across all levels to service users both verbally and in written form
- Demonstrates an analytical and logical approach to problem solving
- Commitment to continual personal development with an ability to maintain skills set through further training
- Interpersonal Skills
- Methodical and systematic in approach to all aspects of work
- Organisational skills with attention to detail
- Creative Thinking
- Able to demonstrate behaviours consistent with Trust Core Values
Skills and Knowledge
Essential
- Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations
- Experience and good understanding of Microsoft products e.g. excel, access, power point and word
- Demonstrate knowledge of IT related standards, NHS Data Protection Security Toolkit (DSPT), Cyber Security
- Demonstrate experience of system testing, data cleansing, presentation skills, and contingency management
- Understanding of technical issues surrounding implementation of new/replacement systems
- Demonstrate effective written and verbal communication skills
- Produce timely, accurate written/electronic records and documents
- Demonstrates work process to other members of IT Services within own work area
- Dexterity and accuracy in undertaking IT tasks, use of equipment and documentation
- Ability to evaluate and interpret technical information for communication to a wide audience
- Ability to work unsupervised in a pressured environment
- Ability to react quickly to challenging situations
- Advanced keyboard skills
- Regular VDU user
Experience
Essential
- Experience of working in IT Support and IT customer services environment
- Knowledge of desktop computer hardware / software gained through study or practical experience
- Experience of deploying, configuring and monitoring Microsoft desktops/servers up to and including current releases
- Experience of backup and recovery processes in a large enterprise
- Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends
- Experience of working with ITIL and Service Management processes
- Experience working with modern ITSM products
- Experience working with software asset management and hardware reporting tools
- Experience of collaborative and team working practices
- Evidence of a continual improvement work ethic
- Maintaining good relationships with colleagues, customers and vendors
Desirable
- Experience of supporting and installing Microsoft products and operating systems.
- Experience of working on multiple concurrent IT Projects
- Training other IT staff and delivering training in own specialism
- Providing IT support in a healthcare environment
- Experience with scripting and automation using modern toolsets e.g. PowerShell
- Experience with infrastructure communication protocols to support agnostic monitoring of equipment and environments e.g. SNMP
Person Specification
Qualifications
Essential
- GCSE English and Mathematics Grade A-C (4-9) or Equivalent experience
- HNC Level or equivalent in an IT related field (Equivalent to A Level Grade A-C)
- Degree or equivalent in a relevant IT-related field and/or equivalent experience in IT Support
- Microsoft 365 Certified: Modern Desktop Administrator Associate or willingness to take
- CompTIA Network+ or willingness to take
- ITIL 4 Foundation or willingness to take
Desirable
- Further ITIL certifications
- Further CompTIA certifications
- Microsoft/Unix/Linux System Administration or equivalent hands-on experience
- Cisco such as CCNA
- Security such as SSCP
Other Factors
Essential
- Flexible approach to working and requirement to work unsociable hours in line with the needs of the service
- Participate in the on-call service, providing out-of-hours support in line with service requirements
- Ability to occasionally exert moderate physical effort installing and moving IT equipment
- Occasional exposure to unpleasant working conditions
- Full clean UK driving license
- Car with business insurance for travel to site and transportation of equipment
Personal Qualities
Essential
- Able to communicate across all levels to service users both verbally and in written form
- Demonstrates an analytical and logical approach to problem solving
- Commitment to continual personal development with an ability to maintain skills set through further training
- Interpersonal Skills
- Methodical and systematic in approach to all aspects of work
- Organisational skills with attention to detail
- Creative Thinking
- Able to demonstrate behaviours consistent with Trust Core Values
Skills and Knowledge
Essential
- Demonstrates an ability to prioritise own workload and responds appropriately to urgent and emergency situations
- Experience and good understanding of Microsoft products e.g. excel, access, power point and word
- Demonstrate knowledge of IT related standards, NHS Data Protection Security Toolkit (DSPT), Cyber Security
- Demonstrate experience of system testing, data cleansing, presentation skills, and contingency management
- Understanding of technical issues surrounding implementation of new/replacement systems
- Demonstrate effective written and verbal communication skills
- Produce timely, accurate written/electronic records and documents
- Demonstrates work process to other members of IT Services within own work area
- Dexterity and accuracy in undertaking IT tasks, use of equipment and documentation
- Ability to evaluate and interpret technical information for communication to a wide audience
- Ability to work unsupervised in a pressured environment
- Ability to react quickly to challenging situations
- Advanced keyboard skills
- Regular VDU user
Experience
Essential
- Experience of working in IT Support and IT customer services environment
- Knowledge of desktop computer hardware / software gained through study or practical experience
- Experience of deploying, configuring and monitoring Microsoft desktops/servers up to and including current releases
- Experience of backup and recovery processes in a large enterprise
- Analysis, investigation and resolution of complex IT queries and issues/problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends
- Experience of working with ITIL and Service Management processes
- Experience working with modern ITSM products
- Experience working with software asset management and hardware reporting tools
- Experience of collaborative and team working practices
- Evidence of a continual improvement work ethic
- Maintaining good relationships with colleagues, customers and vendors
Desirable
- Experience of supporting and installing Microsoft products and operating systems.
- Experience of working on multiple concurrent IT Projects
- Training other IT staff and delivering training in own specialism
- Providing IT support in a healthcare environment
- Experience with scripting and automation using modern toolsets e.g. PowerShell
- Experience with infrastructure communication protocols to support agnostic monitoring of equipment and environments e.g. SNMP
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
