Senior IT Engineer

This vacancy is open to Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only.

Fixed Term Contract 

This vacancy is based at Queen Alexandra Hospital Portsmouth as an on-site engineer.

Job purpose

To improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service within the Information Technology (IT) function. Working as one service to minimise the impact of IT services affecting service users and on patient care support services and management by:

• Providing second-line mobile site engineering support dealing with complex technical issues and requests as required through to resolution ensuring the department meets Service Level Agreement targets.
• Assisting with software and hardware installations either through support or managed pieces of work.
• Enable the departments ITIL processes providing professional guidance and execution of Incident Management and Request Fulfilment.
• Where relevant escalating calls to third-line technical support staff or 3rd party suppliers.
• Supporting the Trust in meeting business objectives by contributing to assessment of potential technology innovations and where approved assisting their implementation

Job summary

1. Forming part of the IT site engineering team supporting a wide range of IT systems and applications in use across the Trust including specific core clinical applications.
2. Log and manage all support interactions accurately ensuring comprehensive documentation is captured for troubleshooting and resolution purposes.
3. Complete IT installations relating to hardware or software following procurement processes and procedures.
4. Use technical skills and expertise to resolve identified IT issues and requests either over the telephone via remote support technologies or by visiting end users at various remote locations as required.
5. Provide excellent customer service ensuring a positive and professional experience for service users seeking assistance.
6. Maintain personal and professional development to meet the changing demands of the job participate in appropriate training activities.
7. Adhere to Trust policies and procedures as required.
8. Occasionally be required to work flexibly to meet the demands of the service.
9. Participate in an out of hours technical support service forming part initial point of contact team known as main on-call.
10. Respect the confidentiality of all matters that they may learn relating to their employment and other members of staff. All staff are expected to respect the requirements of the Data Protection Act 1998.

Specific Core Functions

The post holder will be expected to undertake the following responsibilities:

Customer Support

1. Forming part of the IT Incident and Service Request processes dealing with all types of queries requests for service and incidents ensuring a consistent approach is taken and the customer receives an efficient and responsive service.
2. Provide a second-line support service managing tickets as required through to resolution ensuring all necessary information is captured and recorded to facilitate resolution of reported incidents to agreed service level agreements.
3. Maintain up to date support documentation helping to develop and educate first-line support services improving first contact resolution targets.
4. Keep up to date with new service level agreements and processes to maintain a consistent effective and efficient service delivery to service users.
5. Provision of advice and guidance to service users on best practice for storage and electronic documents ensuring cost effective use of IT resources and equipment.
6. Employ interpersonal and technical skills to diagnose IT problems and decide upon the appropriate routes to resolve them.
7. Use technical skills and expertise to resolve identified IT problems over the phone and on PCs via remote PC controlled software or by visiting end users located at various remote locations.
8. Where necessary allocate specialist technical tasks to the relevant support team or third-party maintenance company. Managing tickets to ensure service users are kept informed of progress through to resolution.
9. Carry out team administrative tasks as required including inventory surveys and assets register updates.

Service Request Fulfilment

1. Ensure IT equipment for installation is prepared and testing in accordance with IT standards and end user requirements.

1. Ensure deliveries of computer equipment are correct in content and in an acceptable condition.

1. Provide start up training to new users raising awareness amongst end users of the current IT policies and procedures.
2. Physically dispose of old equipment in accordance with IT environmental regulations ensuring the central inventory database is updated accordingly.
3. Documents all work in accordance with the department standards including recording details of hardware/software which has been installed removed or disposed of.
4. Assists with the application of test to new versions of desktop application software and specific core clinical applications.
5. As one of a limited number of Trust staff with IT administrator account privileges use expertise in Active Directory to manage IT services on the Trusts data network in line with service level agreements as follows:

• Setup and maintain user accounts monitoring usage and disabling user accounts as appropriate.
• Follow procedures to maintain the active directory database.
• Create and maintain user accounts for other relevant applications.
• Where required split file-server-storage areas into discrete sections to meet the needs of individual requests and services.
• Where required copy user accounts/data when staff relocate sites or services.
• Where required conduct telephone-based user training providing advice and guidance on best practices for IT services.

Infrastructure Development

1. Contribute to the implementation of specific elements within approved IT development projects to meet timescale and budgetary targets.

1. Assist with operational developments desktop hardware/ software replacement programmes.

Other Duties

1. Contribute to the maintenance of effective communications both within the IT Engineering Team Service Desk and between it and its various service delivery partners so that services are provided as seamlessly and effectively as possible.

1. Provide cover for and support to other members of the IT Engineering Team & IT Service Desk as required.

1. Travel between Trust sites as required.

1. Maintain the security and confidentiality of data and information escalation any risks or incidents that the post holder becomes aware of.
2. Participate in an out of hours technical support service forming part initial point of contact team known as main on-call. Forming part of a wider team manage tickets through to resolution escalating as required to other teams within the on-call service.
3. Ensure compliance with the terms of support contracts and software and application licensing.

This job description does not purport to cover all aspects of the job holders duties but is intended to be indicative of the main areas of responsibility.

Please refer to the full job description attached before applying for this role. 

Qualifications :

Qualifications 

• Degree level qualification or equivalent in computing or related field
• Higher National Diploma in IT (HND)
• Technical accreditation in at least one or more specialised IT area e.g. Microsoft MCTS/MCITP Cisco (CCNA)

Experience

• Theoretical and specialist knowledge across one or more information technology platforms; Desktop Virtualisation Data & Voice Networking Security Mobility Peripheral Hardware
• Significant experience of IT Service Management functions e.g. Incident Problem and Change Management
• Significant experience of participating in technical problems through to resolution including working within a team and including external suppliers.
• Experience in the use of Windows operating systems and office 365
• Experience of completing hardware and software installations covering a wide range of technologies and device types.
• Experience of supporting the delivery of technical projects and programmes of work.
• Experience in assisting in report writing and developing operating procedures and user guides.

Additional Information :

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery access to our free Beach Hut for those long summer days our on-site Wellness Centre including a gym and a swimming pool access to our fantastic staff networks including LGBTQ Race Equality and DisAbility and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

Please note your application may be transferred to the Isle of Wight Applicant Tracking System (ATS) if you are selected for an interview

We welcome the unique contributions that you can bring in terms of your education opinions culture ethnicity race sex gender identity and expression nation of origin age languages spoken veterans status colour religion disability sexual orientation and beliefs.

Remote Work :

No

Employment Type :

Contract