ICT Support Engineer

Job responsibilities

Job Purpose

• The ICT Support Engineers primary role is to provide an efficient and effective second line support service to all ICT users throughout the Trust.
• The post holder will work closely in conjunction with the ICT Team Leader to deliver an integrated ICT support service within the agreed Service Level Agreements (SLAs).
• The post holder must have the ability to demonstrate a logical approach to diagnosing and resolving technical faults on supported equipment throughout the Trust.
• The post holder will be a member of a team providing technical support to users of the Trust's ICT services hardware and software.
• The post holder must be able to communicate with Trust employees and external organisations on complex analytical information and have the ability to decide when to involve management.

Key Duties

• Provide second line technical support, including the analysis and diagnosis of complex hardware and software problems to initiate the most appropriate corrective action as part of the ICT support team.
• Investigation and subsequent resolution of second line technical support issues and the escalation of more complex issues to the dedicated support teams as appropriate keeping the end user up to date with the progress of the call at all times.
• Manage workload effectively and within the specified SLAs ensuring accurate resolutions are recorded to incidents using the computerised incident management system.
• Responsible for the configuration, installation, repair and maintenance of high value and service-critical ICT equipment to ensure optimum performance and maximum availability of Trust infrastructure systems.
• Liaise with third party ICT suppliers in accordance with service contacts and SLAs as necessary to effect prompt system fault resolution minimising disruption to customer systems and clinical applications.
• Identify where any GEH systems can be improved, replaced, or upgraded and make proposals and recommendations where appropriate.
• Ensure comprehensive system documentation is created /updated availability to all ICT team members using internally agreed standards.
• Responsible for the assessment, allocation, replacement, upgrade, and transfer of ICT equipment as appropriate.
• Maintain the trusts asset register for hardware, software and licensing ensuring its up to date in an accurate and timely manner.
• Modify and contribute to developing procedures for desktop imaging using tools provided ensuring all images are up to date with relevant patches or new software as required.
• Responsible for the co-ordination and decommissioning of redundant ICT equipment ensuring the Waste Electrical and Electronic Equipment (WEEE) regulations are adhered to and confidential data is secure prior to disposal.
• Ensure that all aspects of information security and confidentiality are adhered to, with particular regard to the Data Protection Act and the General Data Protection Regulation (GDPR).
• Respond to changes in priorities that may be required to adjust/interrupt planned schedules.
• Assist to develop and maintain supporting documentation for service management as defined in the Service Catalogue.

Key Objectives

• To encourage, train, develop and motivate other IT colleagues within the post-holders field of expertise, where required delivering training to individuals or groups of technical and / or non-technical internal and external staff.
• Implement ICT policies for own work area, propose changes to user working practices and procedures e.g. when planning for new projects, changes in legislation, new reporting processes and new training programmes that impact across the organisation.
• Responsible for co-ordinating and the technical resolution of alerts, sometimes involving multiple colleagues across multiple teams.
• Develop enhancements to the on-going service and manage these projects/work packages using appropriate project controls, and report progress on a regular basis.
• Work independently within Trust and departmental guidelines to achieve agreed objectives, escalating issues when necessary.
• Responsible for the safe use and security of expensive equipment belonging to the organisation and customers, this includes both hardware and software products.

Responsibilities for budget/staff/equipment

• The ICT Support Engineer will work independently with minimal supervision alongside other members of the Trusts support teams.
• The post holder may be required to supervise junior members of the team and any staff that are seconded to support core team activities.
• Escalate any necessary calls to third line support teams or the ICT Team Leader ensuring the end user is kept updated on progress.
• Communicate complicated, difficult to explain ICT issues to non-technical staff/suppliers and associated peer groups.
• Be able to communicate at all levels of the organisation including understanding speech and languages difficulties either on the telephone or face to face and have the ability to calm difficult situations.
• Provide advice/guidance where relevant to ICT security and observe all ICT security procedures in the performance of your duties.
• Participate in and contribute to monthly ICT operational meetings and technical support team meetings.
• Work closely with the ICT Team Leader to implement and maintain Information Technology Infrastructure Library (ITIL) methodology in relation to the ICT Support Team.
• Undertake other duties to meet the changing needs and priorities of the Trust as determined by the ICT Team Leader and in accordance with the grade and nature of the post.
• Provide temporary cover on the ICT Service Desk in relation to resources for example team meetings, annual leave, as requested by the ICT Team Leader.
• The post holder will be expected to take responsibility for their own professional development and will be supported to achieve development opportunities as appropriate.

Technical Competencies

Essential

• A minimum of 3 years proven experience in an ICT technical support environment
• Experience of working on large system rollouts and use of imaging technologies
• Knowledge of Microsoft Technologies
• Detailed knowledge and experience in the installation, configuration, and general maintenance of ICT related hardware
• Knowledge and experience of physical computer networks and cabling
• Educated to degree level or equivalent experience gained in the computing industry, through attendance at specialist technical courses
• Ability to direct and conduct research into ICT issues, systems and products as required
• Able to work independently and as a lead specialist in line with broad professional policies/frameworks
• Experience of liaising with senior managerial staff and clinical staff in the determination of their Information Technology needs
• Experience of advising both junior and senior staff on complex IT issues and recommending new solutions/strategic approaches as appropriate
• Good organisation skills and able to communicate complex information to clinical and non-clinical staff groups

Desirable

• Over 3 years' experience in an ICT technical support role
• ICT technical support experience within an NHS environment
• Microsoft System Centre Configuration Manager (SCCM) administration
• Good understanding of governance processes within the NHS
• Knowledge of relevant NHS standards and legal requirements relating to Information Governance and Security
• Knowledge/Administration of IP Telephony systems
• Recognised professional qualification in an electronic engineering/computing field such as MCP, MCSDT (Microsoft Certification/s) or working towards

Leadership and Management Competencies

Essential

• Able to work independently and as a lead specialist in line with broad professional policies/frameworks
• Experience of advising both junior and senior staff on complex IT issues and recommending new solutions/strategic approaches as appropriate
• Able to supervise delivery of projects involving staff from own and other areas, ensuring that deadlines and quality standards are met
• Able to train staff to a high level in their area of specialism

Core Competencies

Essential

• Extensive concentration and mental effort on detailed technical processes and complex documentation
• Highly developed analytical and problem-solving skills with the ability to work under pressure and manage priorities effectively
• Ability to work under pressure and to tight deadlines when conflicting priorities are presented
• Be able to communicate at all levels within the organisation including understanding speech and languages difficulties either virtually or face to face and have the ability to calm difficult situations
• Be able to adapt to changing priorities and accommodating frequent interruptions due to queries and / or unexpected failures requiring immediate response
• A commitment to Equality Opportunities
• Excellent communication and analytical skills.
• Must have advanced ICT/Keyboard skills demonstrable across Microsoft Office Suite of applications

Desirable

• Good understanding of governance processes within the NHS

Other Job Requirements

Essential

• Majority of work will be desk and office-based and the post holder will be required to work for long periods in front of a computer screen
• Post holders need to be moderately mobile as this position involves plenty of walking around the site and to work within the Trust's server rooms and elsewhere within the Trust, this role will involve the occasional use of ladders/steps.
• Manual handling of ICT related equipment and transporting of heavy to moderately heavy objects with the use of aids with regular exposure to dust, dirt, smell, or noise
• The post holder will be expected to travel to sites within the Coventry and Warwickshire, Hinckley, and Leicestershire areas as and when required to support the Trusts community teams. Access to a car or suitable means of transport is therefore essential
• This is a full-time role which it is expected will be completed within normal office hours, however, there is an expectation that the post holder will work flexibly when necessary to complete tasks which have a direct impact on patient care or operational functions
• In addition, the post holder will be required to participate in the provision of an on-call out of hours support service

Certificate of Sponsorship

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).