Second Line Support Engineer

Job description

Job responsibilities

Second Line Support Engineer

Nottinghamshire Health Informatics Service (NHIS) provides Information, Communication and Technology Services (ICT) across the NHS and Local Health Community.

We provide expertise and capability, effectively delivering National and Local ICT requirements, and to continually research and innovate in an effort to provide technologies that enable our customers to do things better, or to do better things.

The post holder will support the Second Line Support Team Leader with the development and delivery of technical activities across the local health community to ensure the successful implementation of systems and processes as part of national and local ICT planning. Working with our customers, the post holder will ensure that all ICT related issues are comprehensively and effectively addressed through proactive and best practice ICT processes.

It is essential that the post holder has in depth technical knowledge and an ability to work under their own initiative/supervision. The post holder will also become part of a multi-disciplinary technical solutions team and must be willing to learn and share new and existing skill sets.

The post holder will be responsible for working with clinicians and managers to identify opportunities to use technology as an enabler to drive innovation and improvements in service provision, clinical outcomes and business efficiency, enabling healthcare professionals to access, interpret and make better use of available information sources.

This is also a great opportunity to join an NHS organisation which continues to invest in enterprise class technology whilst also offering great benefits including a fantastic pension scheme, excellent holiday entitlement, continuous personal development, fantastic environment with a supportive team and most importantly a team ethos.

1. Delight our Customers
2. Provide technical and user support of existing hardware, software and operating systems in a timely and efficient manner, as designated by the Service Delivery Team Leader and in accordance with the procedures and standards of the department.
3. To ensure users of IT systems & Information adhere to Organisational Policies and procedures, give guidance to users and contribute to these procedures.
4. To advise customers on IT systems.
5. To prioritise tickets logged by the First Line Support team and to solve the call in line with the Service Level Agreements in place.
6. Provide 24 x 7 technical support cover (on rotational basis).
7. To provide advice, ad-hoc training and technical support to colleagues when circumstances necessitate.
8. To help ensure that all documentation relating to systems and networks are in place and accurately maintained.
9. To adhere to departmental policies regarding hardware and software inventory, equipment disposal and loan of IT equipment.
10. Be able to write scripts and batch files to automate repetitive tasks.
11. To help co-ordinate server upgrades and software patches.
12. Provide specific technical advice on equipment, systems and software issues to managers and users to ensure that the IT standards of the organisation are adhered to.
13. To ensure that colleagues are kept informed of real time technical issues and changes as they arise.
14. To notify the Second Line Team Leader of any technical issues that may have an adverse effect on the NHIS.
15. To notify the Second Line Team Leader of any system and/or backup failures.
16. Represent the NHIS in a helpful and courteous manner at all times.
17. Be able to liaise with customers and third party companies in a professional manner.
18. Be capable of representing the technical section of the department to senior staff of other organisations.

To see the full detailed job description and main responsibilities of the job please refer to the job description attached.

Person Specification

Knowledge Requirements

Essential

• Working knowledge of MS Windows Office, internet and email applications up to subject matter expert level
• Knowledge of the Data Protection Act and issues around data confidentiality
• Extensive knowledge of clinical and business functions across the local health community
• Detailed knowledge and awareness of uses of Health Informatics across the NHS

Desirable

• A clear understanding of the local service requirements and plans associated with the National programme for IT
• MDM experience

Qualifications

Essential

• A relevant degree or technical qualification or equivalent technical experience
• In possession of the ECDL/MOST qualification
• Excellent IT skills with Advanced Keyboard skills.
• Microsoft desktop Operating Systems
• Network Topologies
• Virtual Desktops

Desirable

• In possession of or working towards the completion of the Advanced ECDL or MOST
• On-going personal and professional development
• Membership of a professional body (ie. UKCHIP, Institute of IT Training, BCS)
• RDMS (any)
• Scripting
• MCP
• Packaging

Experience

Essential

• Technical experience within an IT environment
• Prior experience of delivering and technical documentation
• Ability to present material accurately to colleagues
• Experience of working as part of a customer focussed team
• Excellent communication skills - written, verbal and interpersonal.
• Excellent organisational skills
• Excellent time-management skills with a pro-active and flexible approach
• Experience and ability to develop and maintain effective working relationships with project managers, with project team members, and with staff in the NHS.

Contractual Requirements

Essential

• Ability to work flexibly, outside normal office hours, in order to suit the needs of the users
• Ability to travel in order to attend meetings/deliver training at point of need.
• Clean driving licence and use of own car.
• Requirement to form part of an on-call rota

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.

Employer details

Employer name

Sherwood Forest Hospitals NHS Foundation Trust

Address

King's Mill Hospital

Sutton-In-Ashfield

NG17 4JL

Employer's website

https://www.sfh-tr.nhs.uk/ (Opens in a new tab)