ICT Support Engineer

2 months ago

Nuneaton, Warwickshire, United Kingdom Innovate Healthcare Services Full time
Job Summary

The Service Operations Team at Innovate Healthcare Services is seeking a highly motivated and skilled ICT Support Engineer to join our team. As a key member of our team, you will play a critical role in ensuring the delivery of a prompt, efficient, and positive ICT service experience for our customers.

Main Responsibilities
  • Provide first and second-line Service Operations Centre (SOC) and Acute support, including the analysis and diagnosis of complex hardware and software problems.
  • Shadow experienced SOC Support Engineers to gain hands-on experience and develop your skills.
  • Install and configure IT hardware, software, and peripheral devices to ensure seamless integration with our systems.
  • Provide basic networking support and troubleshooting, including patching and troubleshooting of switches and routers.
  • Remotely support end-user equipment using industry-recognized software to ensure minimal downtime and maximum productivity.
  • Assist in the assessment, allocation, replacement, upgrade, and transfer of ICT equipment as needed.
  • Contribute to Knowledge Management by creating and updating comprehensive system documentation using best practice standards.
  • Assist with the coordination and decommissioning of redundant ICT equipment, ensuring compliance with Waste Electrical and Electronic Equipment (WEEE) regulations and data security.
  • Develop and maintain supporting documentation for service management as defined in the Service Catalogue.
  • Provide advice and guidance on ICT security procedures and observe all relevant security protocols.
  • Respond to changes in priorities that may require adjusting or interrupting planned schedules.
  • Communicate complex and difficult-to-explain ICT issues to non-technical staff, suppliers, and peer groups.
  • Undertake other duties as required to meet the changing needs and priorities of the organization, as determined by the ICT Service Operations Team Leader.
  • Provide temporary cover on the ICT Service Desk as needed, including team meetings and annual leave.
Person Specification
  • Proven experience in an ICT technical support environment.
  • Knowledge in the following areas:
    • Network Troubleshooting
    • Hardware & Software installation Troubleshooting
    • Active Directory knowledge
  • Excellent interpersonal, communication, and organizational skills.
  • The ability to work as part of a team.
  • Strong problem-solving skills.

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