IT Engineer

Job description

Job responsibilities

Main duties and responsibilities

The post holder will be responsible for delivery of 3rd line IT Support services to all Trust staff. In this capacity the post holder will be responsible for undertaking established and routine activities associated with Support operations as directed by the IT Infrastructure Manager. This will include but not be limited to the following activities:

Logging, ownership and management of IT incidents allocated and /or reported by Trust staff. The post holder will be expected to own and manage the incident through the full incident lifecycle through to closure in line with the implementation of ITIL standards. The accurate and timely logging of all information is essential.

The post holder will be expected to provide 3rd Line support to the Trust for all areas of the infrastructure and will include but not be limited to the installation, maintenance and support of Servers, Networking (both wired and wireless), Storage, Telephony, PCs, Laptops and all associated peripherals e.g. printers and scanners, operating systems and all associated applications.

Infrastructure Support

The post holder will be required to manage, monitor and support multiple technologies across the entire infrastructure portfolio including, but not limited to:

Server hardware and software. This may include specification, design, procurement, installation, build, testing, support and monitoring of all existing and any new server hardware and software.

Storage Area Networks (SANs). This may include specification, design, procurement, installation, build, testing, support and monitoring of all existing and any new storage related technologies.

Project & Development Support

The post holder will be required to undertake the full project lifecycle of discovery, development, testing, delivery and handover to relevant teams under the direction of the IT Infrastructure Manager and/or the Head of IT Technical Services.

The post holder will consider potential innovative developments and prepare briefing papers as necessary for consideration by local management including solutions, options, costs and benefits/drawbacks.

Applications

The post holder will be expected to support a wide range of core clinical and non-clinical applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/EPR (eCARE)), Pathology System and a Radiology System through to an email infrastructure, Virtual Server estate, database services, telephony services, backup software, an Office suite and our internally developed applications. Youll be expected to have, or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff.

Hardware

The post holder will be expected to provide high level support in all areas of hardware which may include, but not be limited to, servers, networking, storage, telephony (including analogue, IP and mobile devices), firewalls, desktop PCs, printers, laptops, mobile devices, other peripherals, etc.You will be expected to provide hardware support and work through sometimes complex problems to resolution. Prompt diagnosis and repair/replacement of faulty equipment is required to ensure Trust staff are able to work effectively and unhindered.

Documentation

The post holder will assist with the following activities:

The creation and on-going maintenance of schematic/configuration documentation of all systems and infrastructure maintained by the IT Department. The post holder will also be required to liaise with 3rd parties to ensure appropriate documentation is received for hosted/managed systems.

The creation and on-going maintenance of knowledge databases used within the group.

Communication

Effective and timely communications is an essential activity of the role and the IT Engineer will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include:

Communicating the progress of logged incidents, problems and changes.

Assist with communication to key stakeholders and system owners in connection with major incidents (e.g. unscheduled outages causing significant disruption to Trust system users).

Training

The post holder will understand the importance of training for both IT and non-IT staff and as such will be required to guide users through sometimes complex problems advising them of best practice and standard procedures.

The post holder may be required to provide one to one training for users with reporting specific known incidents, this training may take the form of guidance through remote based tools or utilising communication skills to guide users over the telephone, alternatively this make be via face to face demonstration.

Service Improvement

The post holder will be expected to follow departmental and Trust SOPs, Policies and Procedures and will be required to provide feedback on IT service related items to ensure continual improvement of the IT support function.

Other

The post holder will have administrative access to a wide range of systems used throughout the Trust. The post holder will be expected to perform user administration tasks which will include but not be limited to:

Manage access to all IT systems ensuring that strong user authentication controls are in place at all times.

Provision of new user accounts for IT systems, including, but not limited to, Active Directory, Exchange, the Trusts PAS/EPR (eCARE), Pathology Systems, Radiology Systems etc.

Registration Authority

Assist with the delivery of a Registration Authority for the Trust.

Please refer to the Job Description for further details

Person Specification

Qualifications and knowledge

• IT Related NVQ Level 3 or A Levels (or equivalent qualification/relevant experience).
• Degree or equivalent qualification/relevant experience.
• Hands on expertise in a broad range of systems acquired through in-depth experience or theory based learning.
• Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience).
• Evidence of continual personal development and specialist knowledge.

• IT Service Management qualification e.g. ITIL Foundation (or equivalent qualification / relevant experience).
• Project Management qualification e.g. Prince 2 Foundation.

Experience

• Significant experience working in a complex IT environment.
• Advanced understanding of current IT standards, capabilities and developments in desktop, network, server, storage, telephony, security and applications technology.
• Advanced working knowledge and experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment.
• Advanced working knowledge of server hardware and software including Active Directory, Group Policy, Exchange and Hyper-V.
• Advanced understanding of Server and network security fundamentals.
• Advanced understanding of IP, Analogue and Mobile telephony technologies.
• Advanced understanding of Storage Area Network (SAN) technologies
• Advanced understanding of LAN/WAN/WLAN/VPN technologies
• Working knowledge of the Microsoft System Centre suite of applications.
• Advanced knowledge of backup technologies and strategies.
• Advanced knowledge of PC imaging technologies.
• Advanced knowledge of patching, anti-virus and encryption software.
• Experience of working in a project team.
• Previous experience working in a 3rd Line support role.
• Previous experience of using Service Desk Management Tools.
• Experience of using Microsoft administrative tools.

• Understanding of ITIL.

Skills

• Strategic thinker with sound analytical and problem solving skills.
• Ability to form excellent relationships and influence and negotiate effectively in order to deliver results and commitment to customer service.
• High standard of written and verbal communication.
• Commitment to continuous professional development personally
• Ability to interpret and communicate complex technical information to both technical and non-technical staff.
• Ability to prioritise activities of self based on changing requirements and circumstances.
• Ability to work without direct supervision.
• Advanced keyboard and data entry skills, allowing accurate and consistent use of IT systems.

Personal and people development

• Ability to remain calm and composed in high pressure situations.
• Self-motivated and able to work to tight deadlines with a flexible approach to work.
• Able to form good working relationships with staff in the Trust and partner organisations.
• Willing to develop own skills and knowledge.
• Ability to work as a member of a team.
• Excellent inter-personal skills.
• Ability to work in a busy environment where continuous interruptions and re-prioritisation of workload is to be expected.

Communication

• Ability to interpret and communicate complex technical information to both technical and non-technical staff.
• Ability to communicate effectively to both clinical and non-clinical staff at all levels throughout the organization.
• Requires excellent communication skills both verbal and written and have the ability to communicate effectively, both formally and informally to all levels of staff

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.

Employer details

Employer name

Milton Keynes University Hospital NHS Foundation Trust

Address

IT Technical Services (Dept)

Milton Keynes

MK6 5LD

Employer's website

https://www.mkuh.nhs.uk/working-at-mkuh