Job summary
Are you a customer-focused
/ self-motivated / innovative /ambitious /talented ICT 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 / enthusiastic ICT Field
Support Engineer to join the End Using Computing team. The team of over 20 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 the Local office OR 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
This role will be responsible
for:
Support
customers across the UK, being part of a rota to cover the service hours
between 8am and 6pm.
Resolving
issues remotely or face to face.
Software
distribution using packages such as InTune.
Resolving
issues in line with the customers KPIs.
Support
Microsoft and other 3rd party applications.
Attending
customer sites or NECS own sites as and when required.
Assisting
with logistics support and assessment of devices as and when required.
To
create/update knowledge base articles to assist the wider team.
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
- As part of a specialist team be responsible for ensuring the timely resolution of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria.
- Provide support as part of a rota providing customers with technical support services in line with the operating model.
- Take responsibility for stock control when acquiring or returning equipment from the ICT stores.
- Work as part of team to co-ordinate and install new hardware, supporting location moves and newly commissioned buildings, liaising with Technical Project Leads as appropriate.
- Provide basic-level user-based training following installation of hardware equipment or new software packages
- Ensure users are aware of additional support materials and knowledge base articles on to make best use of their IT resources.
- Act as a specialist in a range of IT hardware such as Desktop PCs, Laptops, Printers, Scanners, Switches, Servers, UPSs, and other peripherals.
- Act as a specialist in a range of IT software such as Microsoft Windows, Microsoft Office, Anti-Virus products and clinical applications.
- Ensure that all suspected security incidents are escalated promptly to ICT Security Management.
- Support the maintenance of Active Directory including the OU structure, group policy and the assignment of rights and access.
- Configure, install and maintain all hardware and software necessary for the efficient provision of services.
Participate on the service call out rota to support the business out of hours.
- Other ad-hoc duties required to meet the needs of the service.
Job description
Job responsibilities
- As part of a specialist team be responsible for ensuring the timely resolution of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria.
- Provide support as part of a rota providing customers with technical support services in line with the operating model.
- Take responsibility for stock control when acquiring or returning equipment from the ICT stores.
- Work as part of team to co-ordinate and install new hardware, supporting location moves and newly commissioned buildings, liaising with Technical Project Leads as appropriate.
- Provide basic-level user-based training following installation of hardware equipment or new software packages
- Ensure users are aware of additional support materials and knowledge base articles on to make best use of their IT resources.
- Act as a specialist in a range of IT hardware such as Desktop PCs, Laptops, Printers, Scanners, Switches, Servers, UPSs, and other peripherals.
- Act as a specialist in a range of IT software such as Microsoft Windows, Microsoft Office, Anti-Virus products and clinical applications.
- Ensure that all suspected security incidents are escalated promptly to ICT Security Management.
- Support the maintenance of Active Directory including the OU structure, group policy and the assignment of rights and access.
- Configure, install and maintain all hardware and software necessary for the efficient provision of services.
Participate on the service call out rota to support the business out of hours.
- Other ad-hoc duties required to meet the needs of the service.
Person Specification
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.
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 and TPP
- Internet tools and technologies
Desirable
- Experience of working across organisations and with other agencies
Person Specification
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.
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 and TPP
- Internet tools and technologies
Desirable
- Experience of working across organisations and with other agencies
