ICT Trainee Service Operations Centre Technical 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 enthusiastic ICT Trainee Service Operations Centre Support Engineer to join our team.

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 knowledge.
  • Install and configure IT hardware, software, and peripheral devices to ensure seamless integration with existing systems.
  • Provide basic networking support and troubleshooting, including patching and troubleshooting of switches and routers.
  • Remotely support end-user estate using industry-recognised software to ensure efficient and effective support.
  • Assist in the assessment, allocation, replacement, upgrade, and transfer of ICT equipment as appropriate to meet business needs.
  • Contribute to Knowledge Management by ensuring comprehensive system documentation is created and updated using best practice standards.
  • Assist with the coordination and decommissioning of redundant ICT equipment, ensuring adherence to Waste Electrical and Electronic Equipment (WEEE) regulations and secure disposal of confidential data.
  • 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 ICT security protocols in the performance of duties.
  • 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 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, such as team meetings and annual leave, as requested by the ICT Team Leader.
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 organisational skills.
  • The ability to work as part of a team.
  • Strong problem-solving skills.

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