IT Technician

Job summary

Shropdoc is looking for a proactive and people-focused IT Technician to help keep our essential healthcare services running smoothly. This is a varied, hands-on role where you will play a key part in supporting the organisations digital systems and infrastructure. You will provide technical support across Microsoft 365, Intune, SharePoint, clinical systems, VoIP telephony and our wider IT environment. From resolving day-to-day support requests to contributing to cyber security, system administration and project work, no two days are the same.

The role is primarily based at Shropdocs Head Office in Shrewsbury during office hours, but you will be expected to meet the demands of services in operation at multiple sites which operate 24 hours a day, seven days per week, so occasional out-of-hours, site visits and remote support work will be involved.

Main duties of the job

About You:

You will be a highly organised, flexible, and reliable individual who is committed to delivering excellent service.

We are looking for someone who:

has experience providing 2nd line IT support and is confident troubleshooting Windows systems, devices and cloud platforms.
has skills in, or is keen to develop expertise across, Microsoft 365, Active Directory/Entra, Intune, networking and telephony.
is a clear communicator who remains calm under pressure and enjoys solving problems.
is organised, customer-focused and adaptable, with the flexibility to support occasional out-of-hours work when required.

If you are technically capable, enthusiastic and looking for a role where your work directly supports vital patient care services, we would love to hear from you.

About us

JOIN US AS OUR NEXT IT TECHNICIAN

Shropdoc is a not-for-profit, provider-led organisation delivering urgent primary care services across Powys. Our core services include Powys Out of Hours (OOH) GP care, urgent care triage, home visiting, face-to-face clinical services, Care Co-ordination Services and Oncology Helpline. We work collaboratively with NHS partners and other health and care organisations to ensure patients receive safe, responsive, and high-quality care when their usual GP practice is closed or when urgent support is needed. The post is linked to all work streams and services across the organisation, supporting a coordinated and integrated approach to patient care. Shropdoc is committed to delivering patient-centred care through innovation, clinical excellence, and a dedicated multidisciplinary workforce.

Job description

Job responsibilities

Service Requests

To support and manage the onboarding and offboarding of employees, guests and contractors, ensuring access to company systems is managed appropriately and in accordance with job role and employment status.
To respond to general IT Support requests effectively and in a timely manner, prioritising according to patient impact, ensuring that outcomes are documented and logging systems updated, messages answered, and feedback provided promptly to users in a clear, non-technical manner.
To manage IT inventory ensuring stock levels are maintained and that equipment deployment is tracked and registered.
To carry out site visits to Primary Care Centres both in and out of hours when necessary to respond to issues and maintain equipment.

Computers and peripherals

To deploy PCs, laptops and associated peripherals including new installations along with organising the reformatting and redeployment of existing equipment where appropriate.
To install and configure operating systems, applications, antivirus, certificates, licenses and other software to agreed standards under the direction of the IT Manager, utilising the most appropriate mechanisms.
To maintain existing PCs and peripherals to agreed standards by performing upgrades, new installations, applying group policies, carrying out routine maintenance and updating procedures locally and across the domain.
To maintain an accurate inventory of all company hardware and software including location, user, device name, installation date, configuration details, tag numbers, encryption, and documenting any returns to stock.
To obtain quotes and raise purchase orders for services, hardware and software when requested and in order to maintain stock levels.
To monitor and manage user and device licensing, ensuring compliance is maintained and the most effective use of resources is managed.
To report hardware faults to third party suppliers, arrange for the return of hardware to third party suppliers or specialists for repairs where necessary and ensure the faults are completed and equipment returned or replaced in a timely manner.

Infrastructure

To monitor and manage remote virtual desktops hosted on MSP infrastructure, ensure applications are installed, available at point of use and that updates are applied, actively support threat management, liaising with external contractors to facilitate timely completion and delivery of projects while maintaining business as usual.
To utilise backup and recovery services to restore files where necessary and liaise with managed network service providers to provide assurance to the organisation of the integrity of backups with regular testing and restoration.
To support the installation and management of internal and external connections including all data, voice and wireless networks, liaising with providers and where necessary replacing internal cabling and hardware, managing their power requirements, rack installation, floor boxes and all backup, UPS and auxiliary failover systems.
To provide advanced troubleshooting on technical issues, where necessary escalating to, and liaising with external support providers, ensuring that all outcomes are documented to facilitate trend analysis.
To provide technical support and input to projects, new workstreams, business intelligence, business continuity, disaster recovery, quality improvements and pilot schemes and liaise between project leads and the IT Manager.
To manage, maintain and administer Domain Controllers, Active Directory, Microsoft Entra, Intune, and other Tenant and and Exchange systems including group policy configuration, quarantine management and access rules.
To manage, maintain and administer antivirus and cyber defence systems, ensuring the network is protected from threats, security alerts are acted upon and issues escalated to the IT Manager and managed service providers appropriately.
To manage, maintain, configure and administrate company telephone systems, agent logins, line configuration, diversions, failover systems and call recording, providing user support as required.

Software

Knowledge of, or the ability to develop, administrative and configuration skills in the following applications and systems is required:

Microsoft 365

Microsoft Defender

Microsoft Intune

Microsoft SharePoint

NHS Smartcards

Cloud Telephony System Administration

Microsoft Active Directory

Microsoft Windows

Sophos antivirus products

VPN systems

Adastra and Remote Clinical Patient Management System (desirable)

Microsoft Power Automate (desirable)

Microsoft Power Apps (desirable)

To manage, maintain, support and administrate all clinical and operational systems in terms of useraccounts, application configuration, authenticationdevices such as Smartcards or MFA systems,investigating and actioning change requests, liaisingwith application providers where necessary,supporting investigation and interrogation of systemsas required.

To manage, maintain, support and administrate allclinical and operational systems in terms of useraccounts, application configuration, authenticationdevices such as Smartcards or MFA systems, investigating and actioning change requests, liaisingwith application providers where necessary,supporting investigation and interrogation of systemsas required.

To liaise and work with partner organisations where access to external systems is required, managing relationships effectively to ensure service continuity, security and clinical safety is maintained.

Data Security

To support the organisations Cyber Security and Antivirus systems, respond to cyber security alerts identified within or cascaded from outside the organisation, taking recommended and appropriate action to ensure robust system and data security is maintained.

To support the IT Manager and wider organisation in meeting all mandatory compliance requirements in terms of information governance, where required supporting information asset owners in conducting and documenting Data Impact Assessments, Risk Assessments, Data Flow Mapping, Data Sharing Agreements and any other required evidence, ensuring this information is updated as required.

To establish and maintain effective working relationships within and outside the organisation.

To adhere to organizational standards and guidelines with respect to information systems.

To provide at all times a professional, courteous, and rapid response to individual users.

To undertake any other duties of a similar nature consistent with the responsibilities of the post in order to provide a quality service.

In line with other posts the job description may be subject to change according to the service needs, in consultation with the post holder.

Person Specification

Qualifications

Essential

Good standard of education (including GCSE (or equivalent in Maths & English)
ICT qualification (A-level or GCSE) or qualified by experience
Microsoft 365 Certificate (MD-102 / Endpoint Admin) or equivalent
CompTIA A+ or Network+ or equivalent

Desirable

Evidence of continued professional development
SQL qualification or qualified by experience

Experience

Essential

2nd Line support Experience
Microsoft 365, SharePoint online, Teams, Intune
2nd Line support Experience
Microsoft 365, SharePoint online, Teams, Intune
Digital telephony administration experience
Computer networking experience
Information and data security experience including threat management.
AD/Entra Administration.
Back up and Disaster Recovery (DR) experience.
A comprehensive understanding of common desktop operating systems and Office productivity software i.e. Windows, Office, etc
Good understanding of internet and email systems with ability to provide support and advanced troubleshooting.
Knowledge of Microsoft Server systems from 2008 to current.
Competence in Active Directory administration, File Permissions, Group Policy Management, Email Transport and Data Protection.

Desirable

Teams phone administration
Website Development
Experience with Microsoft Power Apps/Power Automate.
Experience setting up and managing multiple databased and data warehousing.
Experience of clinical systems would be an advantage.

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

Shropshire Doctors Co-operative Limited ‘Shropdoc’

Address

Unit A

3 Longbow Close

Shrewsbury

Shropshire

SY1 3GZ

Employer's website

https://shropdoc.org.uk

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