IT Support Engineer (Band 5)

Job description

Job responsibilities

• Provide 1st and 2nd level technical support, capturing, recording, accurately prioritising and categorising while taking ownership and working toward resolution.
• Troubleshooting and triaging complex technical issues and service requests, identifying and implementing technical resolutions
• Categorise and complete work types (incident, service request, minor works, projects), maintaining accurate records inline with department procedures and utilising the appropriate toolset.
• Accurately log, update and maintain the departments records and systems . Examples: Helpdesk & Customer databases; inventory of IT assets, knowledge, change, incident and problem management
• The post holder will be required to deliver support via all delivery methods (phone, email, remote assistance and mobile support unit) on a rotational basis working at level 1, level 2 and as part of the mobile support team.
• Provide advice, information & training for users, as well as mentoring coaching and training to colleagues where required.
• Ensure all requests and incidents that cannot be resolved directly and need to be assigned to other resolver teams (level 3+), have adequate diagnostics, priority setting and relevant information captured and recorded.
• To undertake any other duties which may be allocated from time to time.
• Act as key reviewers and contributors for IT Department standards, service assurance, and service improvements initiatives, policies and operating procedures
• Take a lead role in service assurance duties such as incident, problem, knowledge management, service etiquette inline with the departments procedures.
• Initiate and co-ordinate problem management activities including, recording known errors, investigations to discover root causes, and progresses the implementation of remedial action. Ensure that investigations are fully documented, to facilitate the optimum implementation of remedies.
• Responsible for knowledge management ITIL module, overseeing department procedure, acting as knowledge managers, taking lead in knowledge management across the IT department.
• Take the lead for all Incident Management duties as directed by the service delivery manager
• Take part in major incident management adopting the relevant role as assigned to you, for example scribe, MI manager, technical lead
• Ability to liaise with other resources including technical 3rd line teams producing high severity reports with sufficient detail and to required timescales.
• Proactively monitor target performance and take corrective action to ensure SLAs and targets are met.
• Take the lead in service transition duties identifying and ensuring operational readiness for new/changed services into live BAU support teams inline with the departments framework.
• Participate in team and premise procedures, for example office lock up, maintenance of the departmental vehicles and delivery for service and MOT
• Participate in the emergency on-call arrangement for the support of out of hours services
• Responsible for stock and asset management inline with department operating procedure for example storage of redundant IT equipment, stock levels, asset management, conducting stock audits, secure WEEE disposal
• Often required to review best practice and apply to working practice, instigating changes that affect others.
• Prepare, document, update and regularly test Service Delivery continuity plans and ensure coordination with overall IT continuity and disaster recovery plan.
• Be part of the out of hours on call service on a rota basis
• Assist in the resolution of cyber alerts and incidents

Person Specification

Experince and Qualification

Essential

• Relevant IT Qualification
• 2 years IT relevant experience

Desirable

• ITIL
• NHS

Skills

Essential

• O365

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.

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).

Employer details

Employer name

North Bristol NHS Trust

Address

North Bristol NHS Trust,

Southmead Hospital

Bristol

BS10 5NB

Employer's website

https://www.nbt.nhs.uk (Opens in a new tab)