Job summary
Are you a customer-focused, self-motivated, innovative and ambitious ICT Field Support Engineer? Are you looking for an exciting opportunity to make a real difference in an influential role?
Due to growth we are looking for an experienced and enthusiastic ICT Field Support Engineer to join the End Using Computing team. The team of over 30 staff offers 2nd line ICT support services to a specific customer. An ICT Support Engineer has a key role in providing good customer service and building strong customer relationships.
This role is based at our Bristol, Taunton, Southampton and Horley offices. We offer hybrid working in this role meaning that the successful candidate can work from a mixture of locations including home, NECS offices and customer locations.
Main duties of the job
- Support customers across the UK, maintaining a regular onsite IT presence for customer appointments.
- Provide ICT services and attend customer appointments at one of our regional sites local to you and providing cover for other sites as and when required.
- Deploying IT equipment and maintaining the CMDB.
- Resolving issues remotely or face to face.
- Software distribution using packages such as InTune and SCCM.
- ICT remote site stock management.
- Resolving issues in line with the customers KPIs.
- Support Microsoft and other 3rd party applications.
About us
At NECS we are very proud to be part of the NHS England family. We are one of the very few truly customer-owned entities within the NHS. We have grown from our roots in the North East to be an NHS business with customers the length and breadth of the UK and further abroad. Our customer base has diversified significantly over this period, and we are now very pleased to be serving NHS providers as well as commissioners, NHSE regions, Local Authorities, General Practices and national NHSE Directorates.
NECS combines specialist skills and expertise with scale and resilience to achieve required results. We combine core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. We very much see ourselves as a key partner in the future success of the healthcare system and we take our share of the responsibility for shaping effective delivery.
Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. Were passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that as well as an excellent benefits package including generous holidays and pension plus free car parking and access to NHS discounts.
Job description
Job responsibilities
- Responsible for supporting the provision of a high quality, efficient and customer focused ICT support service to a broad range of customer groups
- To provide cover in other service support areas within the department as appropriate
- Support change management process and procedures as required
- Support the development and use of the IT service knowledge base
- Support the creation, maintenance and update of ICT user guides
- Support the achievement of KPIs as defined in service level agreements
- Adhere to all relevant internal service management processes and procedures
- Take ownership of user service requirements and be pro-active when dealing with user requirements, providing an informative and knowledgeable response
- Ensure, friendly, courteous and effective communication with customers to ensure their needs are addressed in a professional manner
- Maintain and support improvement of overall customer satisfaction
- Capacity to understand highly complex facts or situations requiring analysis and interpretation with the ability to investigate and resolve highly complex IT technical issues, where there are a number of options available using established techniques and available resources
- Propose policy or service changes which impact beyond own area such as any expertise in a particular area of IT support gained from previous experience or any current study areas
Job description
Job responsibilities
- Responsible for supporting the provision of a high quality, efficient and customer focused ICT support service to a broad range of customer groups
- To provide cover in other service support areas within the department as appropriate
- Support change management process and procedures as required
- Support the development and use of the IT service knowledge base
- Support the creation, maintenance and update of ICT user guides
- Support the achievement of KPIs as defined in service level agreements
- Adhere to all relevant internal service management processes and procedures
- Take ownership of user service requirements and be pro-active when dealing with user requirements, providing an informative and knowledgeable response
- Ensure, friendly, courteous and effective communication with customers to ensure their needs are addressed in a professional manner
- Maintain and support improvement of overall customer satisfaction
- Capacity to understand highly complex facts or situations requiring analysis and interpretation with the ability to investigate and resolve highly complex IT technical issues, where there are a number of options available using established techniques and available resources
- Propose policy or service changes which impact beyond own area such as any expertise in a particular area of IT support gained from previous experience or any current study areas
Person Specification
Experience
Essential
- Relevant experience in a technical support role
- Demonstrable track record in delivering complex targets and objectives to tight deadlines
- Experience of fault diagnosis and rectification
- Production of technical documentation
- Working to IT service management best practice i.e. ITIL
- Hardware and software support
- Microsoft environment (operating systems, applications etc)
- Experience of health information systems such as EMIS, TPP, iSoft
- Internet tools and technologies
Desirable
- Experience of working across organisations and with other agencies
Qualifications
Essential
- Degree level education or equivalent qualification / experience
- Suitable technical professional qualification e.g. MCSA, ITIL (foundation), CompTia A+ or equivalent experience OR HNDC with suitable experience
Desirable
- Formal technical qualification
Person Specification
Experience
Essential
- Relevant experience in a technical support role
- Demonstrable track record in delivering complex targets and objectives to tight deadlines
- Experience of fault diagnosis and rectification
- Production of technical documentation
- Working to IT service management best practice i.e. ITIL
- Hardware and software support
- Microsoft environment (operating systems, applications etc)
- Experience of health information systems such as EMIS, TPP, iSoft
- Internet tools and technologies
Desirable
- Experience of working across organisations and with other agencies
Qualifications
Essential
- Degree level education or equivalent qualification / experience
- Suitable technical professional qualification e.g. MCSA, ITIL (foundation), CompTia A+ or equivalent experience OR HNDC with suitable experience
Desirable
- Formal technical qualification
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.
