IT Tier 3 Technical Specialist – Infrastructure Monitoring
2 months ago
Job summary
IT Tier 3 Technical Specialist - Infrastructure Monitoring - hours Band 5 - Permanent
The post-holder will participate in the monitoring, support, implementation and delivery of the IT Infrastructure services across the entire Tameside and Glossop Health and Social Care Integrated Care Organisation (ICO) during core hours of 8:00 to 17:30 This will include traveling toremote sites using your own car. Will be a member of the on-call rota and emergency on-call. The post holder will be expected to support and participate in patching weekend requirements.
To provide effective and efficient IT Infrastructure management and technical advice on IT Infrastructure technologies and other integrated systems within IT services to the ICO.
Main duties of the job
To actively manage, troubleshoot and resolve complex infrastructure and server related issues quickly in order to minimise service unavailability.
To provide support, monitoring and maintenance of all IT infrastructures services and develop the services in line with the ICO's business strategies.
To deputise for the IT Technical Services Manager and to provide support cover on short-term basisfor colleagues in the IT Tier 1 and Tier 2 teams. To work alongside colleagues across the ICO / partner organisations as required.
About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
Safety Care Respect Communication LearningWe believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Job description
Job responsibilities
Infrastructure Management and Monitoring
To have responsibility for daily infrastructure support and maintenance tasks. To diagnose and resolve complex infrastructure problems for the ICO.
To provide specialist maintenance, development and testing services for operational IT Infrastructure services for the ICOs and other external customers.
To implement, test and maintain protocols and procedures to provide effective security and resilience of the ICOs Infrastructure services in line with relevant legislation, policies and procedures.
To provide specialist monitoring, support, maintenance and security developments of the LAN, WAN, Wi-Fi, VMware server infrastructure, VMware desktop infrastructure, HP servers and storage. These types of services identified are not exhaustive and will change as the ICO requires.
To analyse data produced by the systems and produce management performance and capacity reports detailing options and recommendations to improve service efficiency and present these to the IT Services management team.
To effectively record and maintain procedures, guidance notes, schedules and contracts for the ICO and its customer systems and users.
To monitor and maintain up-to-date information systems records and provide regular Infrastructure statistical information.
To support telephony and agile working schemes for the ICOs and their interoperability with partners and 3rd parties.
To research and maintain an up to date awareness of technologies and future technologies to enable participation and advise on the benefits of using such technologies as a change enabler in order to influence long-term developments.
Design, implement and support systems/infrastructure which meets security standards and are resilient in the event of disaster.
To implement and support Communications/Telephony for the ICO including research around new technology solutions ( agile, VOIP and interactive devices) as these become available.
To analyse and interpret users requests in order to create appropriate work plans and effectively carry them out.
Where appropriate reconfigure the existing hardware and software in line with the ICOs standards.
Develop procedures and protocols for the Tier 1 and Tier 2 teams to allow them to more effectively manage their tasks and duties.
Any other duties as required by the IT Technical Services Manager or IT Services Management Team, which are consistent with the post.
Communication To advise users on the functions and effective use of the ICOs infrastructure hardware and software.
To liaise with ICO staff at senior management and operational levels on complex infrastructure issues. Providing explanations and reports of technical issues in non-technical language.
To liaise with external contractors, suppliers and other organisations.
To provide training to users across the ICO on infrastructure support systems as required.
To provide infrastructure training and support to all the IT support staff in the IT Services Department.
To work effectively with all sections of the Informatics function particularly the Technical Support Teams to provide a range of services as follows:-
Assistance in the drawing up of information/operational specifications.
Assistance in reviewing the provision of ICT solutions.
Maximisation of existing ICO software resources utilising detailed knowledge of the software and an understanding of user requirements.Provision of out of hours on-call services covering all IT technical issues
Person Specification
Qualifications
Essential
Good Education Standard - A Levels or equivalent Microsoft server related certification(s) Holds a relevant Degree or has equivalent network qualifications / experience
Desirable
ITIL Version 3 Foundation Certificate in IT Service Management Holds a current CCNA or equivalent network certification VMware related certification(s)
Experience
Essential
Demonstrate a good record of successful experience within an IT department Proven record of professional development Demonstrable work experience providing specialised advanced network support and problem solving along with managing IT schemes and liaising with client, suppliers and staff Must have held a similar position recently
Desirable
Experience of working within a Public Sector organisation Awareness of the current national and local NHS challenges Experience of working and implementing, VOIP systems, infrastructure and telephony.
Skills and knowledge
Essential
Good knowledge of Server Operating Systems 2016 + Proficient in the use and support of Microsoft Office and other desktop applications Excellent communication and customer service skills, ability to manage expectations effectively, professional telephone manner with the ability to interpret user queries. Ability to develop strategies, policies and procedures Ability to maintain SLAs Ability to retain knowledge of all IT and inter-related IT systems Awareness of IT Security, including the Data Protection and Freedom of Information Acts
Other factors
Essential
Ability to travel around Tameside
Desirable
Access to own car with the appropriate insurances for business use and travel within the geographical work area - Requires travel across geographical sites in all weather conditions-
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