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ICT Support Engineer

1 month ago

Nuneaton, Warwickshire, United Kingdom Innovate Healthcare Services Full time

Job Summary

Innovate Healthcare Services is seeking a skilled ICT Support Engineer to join our team. As a key member of our Service Operations Centre, you will play a vital role in delivering a prompt, efficient, and positive ICT service delivery experience for our customers.

This is an exciting opportunity for an enthusiastic and motivated individual who is looking to progress and develop their skills within the company.

Main Duties of the Job

Reporting to the ICT Service Operations Team Leader, you will be responsible for ensuring that we deliver a prompt, efficient, and positive ICT service delivery experience for each and every one of our customers, each and every time.

The post holder will work with the ICT Service Operations Team Leader to deliver an integrated ICT support service within the agreed Service Level Agreements (SLAs).

The post holder must have the ability to demonstrate a logical approach to diagnosing and resolving technical faults on supported equipment throughout the Trust.

About Us

As a growing company, Innovate Healthcare Services has a range of benefits and opportunities to enable individuals to grow and experience a range of new challenges. We have a commitment to develop staff and provide a supportive work-life balance. We are a staff-led company, with a mission to provide the best technology solutions and support to our Trusts.

At Innovate Healthcare Services, we recognise the benefits of transferable skills and a desire to learn. We encourage anyone who is interested in this role to get in touch, even if you do not meet all stated criteria.

Job 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.

Install and configure IT hardware, software, and peripheral devices.

Basic networking support and troubleshooting, including patching and troubleshooting of switches and routers.

Remotely support end-user estate using industry-recognised software.

Assist in the assessment, allocation, replacement, upgrade, and transfer of ICT equipment as appropriate.

Contribute to Knowledge Management by ensuring comprehensive system documentation is created/updated using best practice standards.

Assist with the coordination and decommissioning of redundant ICT equipment, ensuring the Waste Electrical and Electronic Equipment (WEEE) regulations are adhered to and confidential data is secure prior to disposal.

Assist to develop and maintain supporting documentation for service management as defined in the Service Catalogue.

Provide advice/guidance where relevant to ICT security and observe all ICT security procedures in the performance of your duties.

Respond to changes in priorities that may be required to adjust/interrupt planned schedules.

Communicate complicated and difficult-to-explain ICT issues to non-technical staff/suppliers and associated peer groups.

Undertake other duties to meet the changing needs and priorities of the organisation, as determined by the ICT Service Operations Team Leader and in accordance with the level and nature of the post.

Provide temporary cover on the ICT Service Desk in relation to resources, for example, team meetings, annual leave, as requested by the ICT Team Leader.

The post holder will be expected to take responsibility for their own professional development and will be supported to achieve development opportunities as appropriate.

The post holder will need to be available to travel between sites in Warwickshire, as and when needed.

Person Specification

Experience

Essential

  • Proven experience in an ICT technical support environment.

What We Are Looking For In Our People

Essential

  • Knowledge in the following areas:
  • Network Troubleshooting
  • Hardware & Software installation Troubleshooting
  • Active Directory knowledge
  • Excellent interpersonal, communication, and organisational skills.
  • The ability to work as part of a team.
  • Strong problem-solving skills.