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ICT Support Engineer

2 months ago

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Job Summary

The Service Operations Team at Innovate Healthcare Services is seeking a highly motivated and skilled ICT Trainee Service Operations Centre Support Engineer to join our team.

This exciting opportunity will enable you to develop your skills and knowledge in delivering a prompt, efficient, and positive ICT service delivery experience for our customers.

Main Duties of the Job

As a Service Operations Centre Support Engineer, you will be responsible for ensuring that we deliver a high-quality ICT service delivery experience for each and every one of our customers.

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

You will be required to demonstrate a logical approach to diagnosing and resolving technical faults on supported equipment throughout the Trust.

You will be a member of a team providing technical support to users of Innovate ICT services hardware and software.

About Us

Innovate Healthcare Services is a growing company that offers 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.

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

We are able to offer NHS Terms and Conditions for staff currently employed within the NHS or within the last 12 months.

Please note that we may close this vacancy earlier than the stated closing date if we receive a high number of applications.

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.
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.