Level 2 Support Engineer Practitioner
Job summary
Digital Services | City, Weston & Southmead
Join our Digital Services team and help support the technology that enables excellent patient care across our Trust. You'll provide 2nd line technical support for desktops, laptops, mobile devices, Microsoft 365 and clinical-facing technologies, while helping deliver key digital projects and cyber security initiatives.
This is an exciting opportunity to work with a wide range of technologies including Microsoft 365, Azure, Active Directory and mobile device management platforms. You'll troubleshoot complex issues, support users across multiple sites and take part in an on-call rota.
Why join us?
- Be part of a large and ambitious NHS Digital Services team.
- Work with modern technologies and enterprise-scale systems.
- Support major transformation programmes across Bristol, Weston and North Bristol.
- Exciting projects underway, including:
- Migration to a single shared domain across our organisations.
- Expansion of Digital Services to provide GP IT support across Bristol.
- Ongoing cyber security and infrastructure modernisation programmes.
We're looking for someone with strong desktop support experience, excellent troubleshooting skills, a customer-focused approach and a full UK driving licence.
If you're passionate about technology and want to make a real difference to healthcare, we'd love to hear from you.
Main duties of the job
Provide 2nd line technical support across desktops, laptops, tablets, smartphones, telephony and peripheral devices within a complex NHS environment. Diagnose and resolve hardware, software, network and cyber security issues, escalating where required. Install, configure and support Windows, iOS, Android and Microsoft 365 platforms, while administering systems including Active Directory, Azure, MECM and mobile device management solutions. Support LAN/WAN networks, wireless connectivity, audiovisual and video conferencing systems, and specialist clinical technologies. Contribute to projects involving device deployments, moves, upgrades and system changes. Maintain asset registers, licensing compliance, technical documentation, knowledge bases and standard operating procedures. Promote cyber security best practice through secure configurations, patch management, threat response and compliance with NHS and organisational standards. Operate within ITIL processes for incident, problem, change and configuration management, meeting agreed service levels and quality standards. Provide excellent customer service, communicate effectively with technical and non-technical users, mentor colleagues and collaborate with internal teams, suppliers and stakeholders to deliver reliable digital services and continuous service improvement.
About us
Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations,operatingfrom three main sites at Southmead, Bristol citycentreand Weston.
With an annual turnover of £2.3 billion, we are now one of the largest NHS trusts in the United Kingdom. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that theSouth Westhas to offer.
Bristol NHS Foundation Trust values all people as individuals. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.
Job description
Job responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person Specification
Education / Training / Qualifications
- Educated to A level standard or equivalent
- Ideally educated to degree level or holds a relevant IT professional qualification or has IT experience in a technical service delivery and support environment
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL Practitioner
- Industry standard service qualification or knowledge (e.g., ITIL: incident, knowledge, problem, change management)
Work Experience
- Experience in a desktop support environment
- Experience acting as technical lead on minor works/projects, coordinating resources and timelines - (Interview, Essential) oExperience handling technical
- Experience handling technical support and project delivery duties, including complex problem-solving
- Experience of working within an ITIL-based environment
- Service Desk experience
- Experience using DEP/VPP
Knowledge and Experience
- Sound knowledge of Windows operating systems and M365 applications
- Experience supporting iOS and Android devices
- Demonstrable hardware fault finding/resolution ability for desktop computer equipment, peripherals, and mobile devices
- Advanced technical expertise across IT infrastructure software, hardware, databases, operating systems, LANs, desktop devices, and mobile technologies
- Proven track record in provision of excellent customer service in a busy environment
- In-depth knowledge of iOS
Skills and Abilities
- Valid UK driving license
- Able to meet departmental performance and quality standards (SLAs, KPIs, ticket management, service etiquette)
- Ability to accurately capture, categorise, prioritise, and record incidents and requests
- Expert technical knowledge in supporting, installing, configuring, and resolving issues across systems, infrastructure, desktop, and mobile technologies
- Sufficient technical skills to cover 1st line support requirements
- Skilled in technical questioning, triaging, and resolving complex issues
- Experienced in managing repeat incidents and identifying root causes
- Able to work independently, identify root causes, implement fixes, test, and present solutions
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
Bristol NHS Foundation Trust
Address
Digital HQ
40 Southwell Street
Bristol
BS2 8EJ
United Kingdom
Employer's website
https://www.uhbw.nhs.uk/