Technical Services Engineer

Job purpose

Play a specialist technical role in the provision of effective efficient and fully integrated IT operational services that maximise their availability and integrity for end-users and optimise the value gained by the Trust from its investment in IT. This will be achieved by:

Conduct Daily technical task checks log and escalate tickets within IT Technical Services Team as appropriate.

Act as incident management and service request triage point of contact for the Technical Services team check tickets escalated to IT Technical Services for required detail and assign to the appropriate resource as directed.

Support and assist the IT Technical Services Specialists by undertaking routine server maintenance and housekeeping tasks when required.

Supporting the departments ITIL processes providing professional guidance in and execution of Incident Request Fulfilment Change Release Configuration Problem Performance and Availability Management.

Applying operating procedures for all systems hosted within the Trust Data Centres so they are operating at their optimum performance availability to IT users and integrity of their data.

Specific Core Functions

Systems Operation

1. Conduct collection Daily Task checks and log calls and escalate findings as necessary withing IT Technical Services Team

2. Triage Unassigned escalated calls to IT Technical Services team check they contain necessary detail and information to be progressed. Assign calls to IT Technical Services team members with guidelines provided

3. Maintain and monitor capacity information and report on threshold breaches to prevent system outages and enable capacity planning

4. Support IT Technical Service Specialist as required by undertaking routine server maintenance and housekeeping tasks.

System Hosting

5. Working alone on IT systems and modifications to existing IT systems or with partners vendors or colleagues on more complex systems. Specifies user/system technical requirements including the overall management of the system implementation and transition into both the Operational Service and Centre.

6. Executes test plans to verify correct operation of completed system implementations.

7. Document all work using required standards methods and tools including internal tools where appropriate.

8. Collects performance data to monitor system efficiencies against either published service level agreements or vender best practice thresholds. Monitors both resource usage and failure rates of installed systems and provides feedback to IT Technical Services Management team.

9. Gathers performance statistics from the hosted IT Systems to enable recommendations for the tuning of System Infrastructure. Initiate system software parameters to maximize throughput and efficiencies.

Software and Hardware Installation

10. Enables the software builds ready for loading onto the target hardware. Held within a

standard configuration arrangement conducts a series of tests and records the details of any failures.

11. Enables test specifications as required for testers to follow carries out fault diagnosis relating to extreme complex problems as part of installations reporting the results of the diagnosis in a clear and concise manner.

12. Installs or removes hardware and/or software using installation instructions and tools follows agreed standards. Adheres to the IT Change and Release Management Process for all software and hardware changes.

13. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated.

14. Contributes as required to the development of installation procedures and standards.

Infrastructure Developments /Innovation

15. Keep abreast of IT developments and technologies in order to effectively carry out the duties of the post and make recommendations for bringing benefits to our customers and improving service delivery.

Change & Release Management

16. Enable the production of schedules of requests for change (RFC) for managing changes to the live infrastructure.

17. Installs and tests new versions of system software.

Problem Management

18. Assist diagnosis of complex and recurring IT incidents in order to reduce the number of IT service failures and improve the IT user experience.

19. Assist support major problem reviews with the intention of identifying what went wrong right and what can be done to improve the response in the future. Outcome of the review should also identify how to prevent the reoccurrence of the major problem.

20. Support the IT Problem Management Information database to demonstrate the effectiveness of the process impact of the problem resolution outstanding known errors workaround and contribution to the annual service improvement programme.

Incident Management

21. Following agreed procedures provide advice on systems and IT services as part of the incident resolution.

22. Provide an effective interface between IT Users and service providers including external commercial suppliers where applicable.

23. Ensures Incidents resolution are documented external commercial supplier progress checking and ensuring all relevant diagnosis information is provided to external commercial suppliers for error resolution and incident analysis.

24. Enables the IT Technical Services in meeting the performance management programme by influencing the delivery model for meeting KPIs for incident management.

25. information on updates and known errors to colleagues within IT Technical Services. Interprets complex technical or procedure manuals on behalf of non technical IT Users and colleagues.

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 Incident Management Problem Management and Change Management.

Significant experience in participating in technical problems to resolution including working within a team and including external suppliers.

Experience in participating in project delivery of technical projects. Experience in assisting with report writing being operating procedures options appraisals and user guides. Application /Interview.

Knowledge

Excellent interpersonal and explanatory skills in dealing with a wide range of information technology users from skilled to IT-illiterate.

Excellent verbal/written communication skills with the ability to present within a group. Application /Interview.

Good team-player highly motivated individual to support the delivery of an efficient effective customer-focused support service.

Good presentation and negotiation skills.

Excellent planning and time-management skills.

Good negotiating and relationship-building skills.

Able to set clear and appropriate priorities with the ability to deal with conflicting demands unpredictable work patterns and multiple deadlines.

Good technical knowledge to understand and resolve technical problems.

Good knowledge of data protection and information security/governance issues.

Practical understanding of NHS IT Security issues

Please see attached full Job Description

Qualifications :

Qualifications

Degree level qualification or equivalent in computing or related field.

Higher National Diploma (HND) in IT

ITIL Practitioner qualification.

Microsoft Certified Systems Engineer (MCSE) Certified Application /Interview

Technical accreditation in at least one or more of the following; Microsoft Certified Technology Specialist (MCTS) Microsoft Certified IT Professional (MCITP) or Cisco Certified Network Associate (CCNA).

ITIL Foundation Certificate

Evidence of continuing professional development Virtualisation Expert (CVE) or Citrix Certified Architect (CCA).

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