IT Support Technician (Higher Level)
Job summary
Provide specialist technical expertise in the support, maintenance, and development of the Trust's IT infrastructure, including systems, networks, operating systems, and business applications.
The post holder will deliver support to colleagues across the organisation, including users based at multiple sites and locations throughout Somerset.
The role is responsible for ensuring a high-quality, customer-focused IT support service is delivered to all users of Trust systems, in line with established policies, procedures, and service level agreements. This includes compliance with IT Security, Data Protection, and Information Governance standards and requirements.
The post holder will be expected to assess customer needs and provide professional advice and guidance on system requirements, technical solutions, and best practices.
The role may require occasional work outside normal working hours to support system upgrades, maintenance activities, service improvements, and the completion of business-critical tasks.
The post holder will also be required to participate in the IT On-Call rota, providing out-of-hours support to ensure the continuity and availability of key Trust systems and services.
Main duties of the job
Provide specialist technical support for the Trust's Digital and IT services, including hardware, software, network infrastructure and business applications. Deliver a high-quality, customer-focused service, resolving incidents and service requests within agreed service levels and taking ownership of issues through to resolution.
Diagnose and resolve technical faults, escalating complex issues where appropriate and working with internal teams and third-party suppliers to maintain service continuity.
Support the implementation of Digital and IT projects, system upgrades, equipment deployments and service improvement initiatives, including testing, deployment and post-implementation support.
Provide technical advice and guidance to users and stakeholders, communicating complex information clearly to both technical and non-technical audiences.
Ensure compliance with Trust policies, Information Governance, Data Protection and Cyber Security requirements, maintaining accurate records and technical documentation.
Develop effective working relationships with clinical and non-clinical staff, suppliers and external partners. Participate in the on-call rota and out-of-hours working as required to maintain the availability, resilience and security of critical Trust systems and services.
About us
At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer:
- Flexible working options to help you balance work and life
- NHS pension scheme for long-term financial security
- Generous annual leave allowance to recharge and relax
- A strong focus on career development to help you grow and achieve your potential
Additionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.
We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds.
Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London.
The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future.
Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.
Job description
Job responsibilities
The post holder will establish and maintain effective working relationships with a wide range of stakeholders, including:
- Digital Services colleagues across 1st, 2nd and 3rd Line Support teams
- Technical and Infrastructure teams
- Procurement and Asset Management staff
- Trust colleagues, including clinical and non-clinical users
- External suppliers, contractors and third-party support providers
The post holder will provide specialist technical support, diagnosing and resolving hardware, software, network and systems issues. This will require the ability to communicate complex technical information clearly and effectively to users with varying levels of technical knowledge.
Key responsibilities include:
- Taking ownership of incidents and service requests through to resolution.
- Escalating unresolved or complex issues to the IT Support Team Leader or IT Support Manager as appropriate.
- Keeping users informed of progress and expected resolution times.
- Providing regular updates on project activities and technical implementations to relevant stakeholders.
- Communicating effectively through telephone, email, virtual meetings, written reports and face-to-face interactions, ensuring agreed service levels are maintained.
The post holder will support the delivery of Digital and IT projects, working collaboratively with project managers, customers, suppliers and Digital teams to implement technical solutions from initial planning through to deployment and handover.
Responsibilities include:
- Managing service requests and incidents within agreed response and resolution targets.
- Investigating technical requirements and identifying appropriate solutions.
- Conducting practical testing and evaluation of hardware, software and network technologies.
- Producing, maintaining and reviewing technical documentation.
- Undertaking research into new and emerging technologies, ensuring compliance with NHS standards, security requirements and best practice.
- Providing advice, guidance and technical expertise to colleagues across the organisation.
- Demonstrating new technologies, systems and processes to users and stakeholders.
- Supporting Digital transformation projects and service improvements appropriate to the level of the role.
- Managing and prioritising a varied workload independently, responding to frequently changing priorities and unplanned incidents.
The post holder will:
- Contribute to the development and implementation of Digital Services strategies and technical roadmaps.
- Ensure compliance with Trust policies, Information Governance standards, Data Protection legislation and Cyber Security requirements.
- Handle confidential and sensitive information appropriately and securely.
- Make recommendations regarding the adoption of new technologies and service improvements to enhance efficiency, resilience and value for money.
- Support continuous improvement initiatives across Digital Services.
The post holder will:
- Maintain the security and integrity of IT facilities, including communications rooms, computer rooms and office accommodation.
- Ensure IT assets are accurately recorded and maintained within the Trust's asset management systems.
- Update inventory records when equipment is installed, relocated, transferred or disposed of in accordance with Trust policies.
- Be responsible for the safe handling, transportation and storage of IT equipment under their care.
- Assist in ensuring that Trust equipment is utilised effectively and maintained in accordance with established procedures.
The post holder will maintain accurate records and documentation relating to incidents, requests, assets and technical solutions.
Key responsibilities include:
- Maintaining and updating support tickets with accurate technical notes and resolution details.
- Supporting the development, maintenance and enhancement of Local Area Networks (LANs) and Wide Area Networks (WANs).
- Carrying out network installations and upgrades across Trust sites.
- Identifying network connectivity requirements for new and existing locations.
- Diagnosing and resolving hardware, software, systems and network faults.
- Installing, configuring, replacing and testing IT equipment and infrastructure.
- Providing remote and onsite technical support to users across the Trust.
- Developing and maintaining technical knowledge bases and support documentation.
- Maintaining accurate IT inventory and asset records.
- Delivering basic user guidance following the installation of hardware or software and referring more extensive training needs as appropriate.
- Providing expert advice and support on IT-related matters.
The post holder will:
- Deliver one-to-one user support and familiarisation following the installation of new equipment or implementation of technical solutions.
- Work independently within a specialist technical environment, exercising initiative and sound judgement.
- Participate in the Trust's on-call rota and provide out-of-hours support as required.
- Occasionally work outside normal hours to support system upgrades, maintenance activities, service deployments and business-critical tasks.
- Travel between Trust sites across Somerset to provide technical support and project assistance.
- Undertake any other duties commensurate with the grade and responsibilities of the post.
Person Specification
Qualifications
- Good general standard of education, including GCSE English and Mathematics (Grade C/4 or above) or equivalent.
- Educated to NVQ Level 4 in an IT-related subject, or equivalent knowledge and experience gained through relevant work.
- IT-related professional qualification (e.g. Microsoft Certified Professional or equivalent).
- ITIL Foundation qualification.
Experience
- Experience of installing, configuring and maintaining network devices.
- Experience of supporting hardware, software and network infrastructure.
- Experience of problem solving and fault diagnosis in a technical support environment.
- Experience of conveying complex technical information to both technical and non-technical audiences.
- Experience of communications cabinet design and configuration.
Additional Criteria
- Public sector or Corporate IT networks
- Network protocols and connectivity software
- Specialist knowledge in supporting and implementing IT networks and operating systems, including network protocols and connectivity software
- Previous experience of working in a large public sector or corporate IT department
- Developing technical protocols and documentation
- Able to demonstrate a good standard of English language
- Ability to convey complex information to both technical and non-technical staff
- Excellent analytical and problem-solving skills with ability to analyse, interpret and resolve issues relating to complex IT issues
- Accurately follow documented procedures
- Ability to plan a range of ongoing service activities some with interdependencies including small scale project management to meet service delivery requirements
- Willingness to use technology to improve standards of care and support to our patients
- Enthusiastic
- Willing to learn
- Organised
- Attention to detail
- Effective teamwork
- Able to remain calm under pressure
- Current driving licence
- Knowledge of NHS IT systems and digital healthcare environments.Service Level Agreements
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
Somerset NHS Foundation Trust
Address
Yeovil District Hospital
Higher Kingston
Yeovil
Somerset
BA21 4AT
United Kingdom
Employer's website
https://www.somersetft.nhs.uk/