Job summary
An opportunity has arisen with immediate effect for a Senior IT Technician with excellent technical skills to contribute to the continued support of trust Digital Service Department.
It is expected that the IT Technician will be capable to perform a professional second line technical support service for Trust users.
Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties.
Main duties of the job
The post holder(s) will be responsible for:
- Maintaining a high level of technical expertise and awareness to diagnose endpoint and other technical issues.
- The day-to-day delivery of a robust, customer-focussed technical support service.
- Adhering to policies and processes to protect the technical support service.
- Documenting all IT systems in area of responsibility, past and present.
- Supporting and contributing to technical projects.
- Identifying frequent and common error, supporting the development of policies and training to ensure that mobile telephony services are delivered effectively to staff within the Trust.
- Performing a professional second line technical support service for Trust users.
- Configuring, operating, maintaining and repairing corporate endpoint hardware and software including Laptop, Desktop, Mobile Phone and Tablets and associated accessories and peripherals.
The successful applicant(s) will be educated to BTEC level in a technical discipline or CompTIA A+ or N+, MSDT or equivalent through. They will also be expected to have an ITIL Foundation Certification and knowledge of Asset Management skills.
It is essential that they have a full and current UK driving license (Manual).
About us
We are Proud to Belong at South West London and St George's Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety ofbenefits to enable a positive, welcoming environment in which our people and their careers can thrive.
Come and join our inclusive teams and help our patients on their recovery journey.
Job description
Job responsibilities
- To perform a professional second line technical support service for Trust users.
- To configure, operate, maintain and repair corporate endpoint hardware and software including Laptop, Desktop, Mobile Phone and Tablets and associated accessories and peripherals
- To maintain a high level of technical expertise and awareness to diagnose enpoint and other technical issues.
- To be responsible for the day-to-day delivery of a robust, customer-focussed technical support service.
- To adhere to policies and processes to protect the technical support service.
- To document all IT systems in area of responsibility, past and present.
- To support and contribute to technical projects.
- Identify frequent and common errors, and support the development of policies and training to ensure that mobile telephony services are delivered effectively to staff within the Trust.
Job description
Job responsibilities
- To perform a professional second line technical support service for Trust users.
- To configure, operate, maintain and repair corporate endpoint hardware and software including Laptop, Desktop, Mobile Phone and Tablets and associated accessories and peripherals
- To maintain a high level of technical expertise and awareness to diagnose enpoint and other technical issues.
- To be responsible for the day-to-day delivery of a robust, customer-focussed technical support service.
- To adhere to policies and processes to protect the technical support service.
- To document all IT systems in area of responsibility, past and present.
- To support and contribute to technical projects.
- Identify frequent and common errors, and support the development of policies and training to ensure that mobile telephony services are delivered effectively to staff within the Trust.
Person Specification
Training & Qualifications
Essential
- o. GCSE English and Maths or equivalent
- oBTEC level in a technical discipline
- oCompTIA A+ or N+
- oMSDT or equivalent through experience
- oITIL Foundation certification
- oFull and current UK driving license
- oEvidence of continuing professional and personal development
Desirable
- oQualification in Microsoft Systems or other technical discipline (at the level of MCSE), or equivalent through experience
Experience
Essential
- oDemonstrable experience of working in an IT technical support environment
- oExperience of repairing laptops
- oExperience of LAN protocol troubleshooting
- oExperience of involvement in IT related project tasks
- oExperience of working in a service desk environment with service level agreements (preferably ITIL)
Desirable
- oExperience of working in a patient environment
- oExperience of working in the NHS
Knowledge & Skills
Essential
- Willingness to travel to all Trust Sites using the Trust Vans
- Willingness to occasionally work outside of normal working hours, when needed for major changes and moves in exchange for time in lieu.
- Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.
- Acquiring understanding and insights regarding the underlying issues in complex problems or situations through the development of abstract representations, the identification of patterns and the analysis of hypotheses.
- Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them.
- Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly.
- Dealing effectively with unexpected situations in a timely manner, taking advantage of opportunities and overcoming problems.
- Meeting targets, acting and/or fulfilling agreements even when adverse circumstances prevail.
- Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.
- Understanding the hierarchy and culture of own, customer, supplier and partner organisations and being able to identify the decision makers and influencers.
- Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences.
Person Specification
Training & Qualifications
Essential
- o. GCSE English and Maths or equivalent
- oBTEC level in a technical discipline
- oCompTIA A+ or N+
- oMSDT or equivalent through experience
- oITIL Foundation certification
- oFull and current UK driving license
- oEvidence of continuing professional and personal development
Desirable
- oQualification in Microsoft Systems or other technical discipline (at the level of MCSE), or equivalent through experience
Experience
Essential
- oDemonstrable experience of working in an IT technical support environment
- oExperience of repairing laptops
- oExperience of LAN protocol troubleshooting
- oExperience of involvement in IT related project tasks
- oExperience of working in a service desk environment with service level agreements (preferably ITIL)
Desirable
- oExperience of working in a patient environment
- oExperience of working in the NHS
Knowledge & Skills
Essential
- Willingness to travel to all Trust Sites using the Trust Vans
- Willingness to occasionally work outside of normal working hours, when needed for major changes and moves in exchange for time in lieu.
- Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.
- Acquiring understanding and insights regarding the underlying issues in complex problems or situations through the development of abstract representations, the identification of patterns and the analysis of hypotheses.
- Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them.
- Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly.
- Dealing effectively with unexpected situations in a timely manner, taking advantage of opportunities and overcoming problems.
- Meeting targets, acting and/or fulfilling agreements even when adverse circumstances prevail.
- Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.
- Understanding the hierarchy and culture of own, customer, supplier and partner organisations and being able to identify the decision makers and influencers.
- Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences.
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
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).
