Technical Support Officer

Job description

Job responsibilities

Key Task and Responsibilities

These are listed below this is not a definitive list but indicates the range of tasks involved.

• Be single point of contact for all HMP Healthcare IT related issues via Trusts Service Desk Platform.
• Extending the use of remote management technologies to improve user response times.
• Developing and Optimising software deployment to deliver applications from a single management location to individual computers throughout the Trust.
• Second and third line technical support for hardware and software for calls escalated via the ServiceDesk or directly:
• Understanding and interpreting the complex technical issues presented by users to best asses an appropriate response.
• Explaining problems and solutions to users.
• Analysis of presented user problems to identify the potential solutions.
• Logging progress and information into the ServiceDesk system.
• Liaising with system managers and other departments to arrange system maintenance.
• Using initiative to solve problems with reference to broad operating procedures.
• Resolving complex and sometimes sensitive issues that cannot be dealt with by the Service desk.
• Performing further diagnostic tests to identify sources of reported faults.
• When faults lie externally, liaising in a clear and concise manner with the external support provider to achieve resolution.
• Provide pro-active support based on alerting systems and event consequences to actively prevent problems.
• Providing limited basic training to end users.
• In-depth knowledge of all supported computer and peripheral hardware in use within the Trust required to:
• Diagnose and repair hardware and software faults.
• Develop resolution processes for new and novel problems to form a knowledge base for other teams.
• Manufacture and test cables to ISO standards.
• Follow safe anti-static working practices.
• Working with users to define and diagnose hardware and software problems, both face-to-face and over the telephone, and seeking further advice where necessary.
• Provision of new devices, eg Laptops, iPad devices etc.
• Remote diagnosis of network problems:
• Use of various network administration tools to diagnose and solve problems including unlocking network accounts and also resetting users passwords.
• Diagnosing and analysing connectivity problems (eg to identify line faults, VPN connections etc).
• Assisting in relocation of equipment as required including disposal of redundant equipment according to WEEE regulations.
• Delivery, configuration and upgrading IT equipment including networking equipment:
• Configuration of equipment with relevant Operating System (Windows 10 and 11)
• Loading and setting up of application software as required, ensuring equipment is security marked and that Asset and Serial numbers are recorded with the Helpdesk.
• Setting up of Switches and routers (Cisco, Aruba) for network connection to sites as required.
• Equipment maintenance and repair including replacement of worn and failed parts.
• Installing equipment in to specialist communications racks.
• Testing all equipment prior to delivery to the end user.
• Testing of new equipment and technologies to identify value to the Trust.
• Supporting the Trusts IT Mobile solution - iPads.
• Liaising with HR and Training departments to supplement user knowledge of IT systems/software.
• Provide IT input and representation into planning and implementing Business and IT projects both local and Trust wide.
• Liaising with external contractors and agencies to secure repairs and provide support including working with the Network Support and Managed Service contractors.
• Diagnose problems with external systems.
• Assist in the maintenance of the Trusts security systems (Palo Alto Firewall).
• Ensure the security of IT equipment and data held by the IT Department.
• Back up user data held on PCs whilst in the custody of the department.
• Ensure backup tapes for all in-house systems are stored securely.
• Work with system managers of other Trust systems (Integra, Datix, HealthRoster, WinDip, etc) to diagnose connectivity and IT environment issues.
• Commision and de-commision IT equipment.
• Refine and develop working practices to provide better service across the Trust.
• Maintaining department documentation as required:
• Producing in-house user guides and other documentation as necessary.
• Maintaining accurate IT inventory, including IT departmental stock.
• Keeping up to date with current IT developments and technologies.
• Assisting in the investigation of out of the ordinary incidents i.e network problems.
• Training new members of staff and work experience placements.
• Providing iPad / iOS support for our mobile working community.
• Knowledge of providing support using an MDM solution.
• Knowledge of SQL Server.
• To carry out any other duties commensurate with the grade in support of the IT Manager / Head of ICT.

IMPORTANT INFORMATION, PLEASE READ:

All applicants must be willing to undertake National Security Vetting in order to work in a Prison Setting. This will be completed as part of the pre-employment checks through Oxleas and the prison vetting team.

You will need to provide:

Proof of right to work documentation

Proof of ID, needs to include 1 photographicID

Proof of address documentation

Non-UK passport holders will need to have correct documentation (right to work in the UK) and a Home office Share code.

Address History:

5 years address history will be needed.

Applicants that are not UK Passport holders who provide less than 5 years UK address history will need to provide a Police Certificate which must be in English from where they resided previously.

Applicants who are UK Passport holders who have lived abroad for a period of more than six months during the last three years will need to provide a certificate of good conduct or an overseas police check in English from the countries resided in or visited.

Person Specification

IT Qualification

• IT Qualification

Car

• Valid UK driving license

• Access to personal car

2nd Line experience

• Experience of supporting IT environments

• Knowledge of supporting IT environments

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

Oxleas NHS Foundation Trust

Address

NHS South West House

Blackbrook Park Avenue

Taunton

TA1 2PX

http://oxleas.nhs.uk/