Senior IT Technician
Job summary
Are you looking for a new IT role and are wanting to make a difference to the local community?
St Leonard's Hospice is recruiting a Senior IT Technician to join the small Digital team to provide 2nd/ 3rd line operational support for onsite and cloud based environments for the Hospice and retail environment.
This is a full-time position based at our main hospice site, working 37.5 hours per week in office hours, Monday to Friday and there will also be a requirement to be a part of the digital on-call rota. The salary band for this role is £48,087 - £55,026 per annum, dependent on experience.
We do not have sponsorship status and therefore all our offers are made conditional upon our candidates submitting evidence of their right to work in the UK in conjunction with our other pre-employment checks.
Main duties of the job
Reporting to the Head of Digital & Data, as Senior IT Technician, your main responsibilities will be to:
- Implement and oversee technical aspects of Microsoft and third party system management and security and lead on developing reports from these key systems
- Lead with providing technical support to the IT Apprentice including setting targets and developing a skills plan
- Provide technical support and training to colleagues as required
Our ideal candidates will:
- Be certified in Microsoft 365 Fundamentals and have proven extensive exposure supporting Microsoft 365 environments
- Have experience of providing user/ IT support in a cloud first environment
- Be able to manage and prioritise their own and others workloads and be able to consider the needs of the wider Hospice team
What we can offer you in return:
- Pending pay award
- Up to 41 days Annual Leave
- Continuation of NHS pension and annual leave entitlement (T&Cs apply)
- Attractive pension scheme for non-NHS staff
- A supportive and friendly working environment
- Extensive employee discounts on shops, holidays and lifestyle choices and Blue Light Card discounts
About us
Our mission is to provide excellent care and support to those living with life-limiting illness and to the people they care about, to enrich their lives and to contribute to the ongoing development of end-of-life care. We do this by placing our patients at the centre of everything we do, and through involving patients and their families in all decisions regarding their care.
We can only achieve this with the help of our amazing colleagues, by developing and recognising their contribution, and by sharing our knowledge and skills through education, audit and research.
Job description
Job responsibilities
Provide 2nd/ 3rd line operational support for onsite and cloud based environments for the Hospice and Retail environment, day to day IT support, problem resolution and training. To assist in providing technical support to team members as needed. Acting in a team supervisory capacity and also deputising for the Head of Digital and Data as needed. The expectation would be that this role will work towards managing the entire technical team.
Main duties and responsibilities
Hospice Core Systems
1. Work with the Head of Digital and Data to implement and oversee appropriate technical aspects of Microsoft and third-party system management and security including administration of users, roles, change requests and incident management.
2. Lead on the development of reporting from the key systems including Microsoft environments.
3. Participate in the Digital Team and undertake project work as required in support of the digital roadmap and implementation of new features across existing and new systems.
4. Support and maintenance of core key systems such as SystmOne, telephony, networking, Wi-Fi and Intune builds.
Data and Analysis
1. Work with the Head of Digital and Data and Data Analyst as required on the provision of core Microsoft and related system data in support of KPI Dashboard report for the Executive Team.
2. Participate in data quality audits and be responsible for implementing corrective actions on core systems.
Apprentice Support
1. Lead with providing technical support to the IT Apprentice.
2. Provide feedback to the Head of Digital and Data for the Apprentice contact meetings, probation and annual performance reviews.
3. Work with the Head of Digital and Data to set targets and develop skills plan for the Apprentice in line with hospice practice.
IT Support and Training
1. Assist the IT Team in providing technical support and training to colleagues as required.
2. Act as a key contact with any third-party suppliers.
3. Provide additional support to the IT Team to investigate and escalate issues as required.
4. Develop technical training guides and deliver appropriate training to colleagues.
5. Work as part of the IT Team to provide technical escalation in support of colleagues and wider Hospice network users.
Person Specification
Qualifications
- Microsoft 365 Certified: Fundamentals
- ITIL v3/ v4 Foundation and experience in a workplace environment
Communication
- Proven interpersonal skills
- Proven track record of delivering training to individuals/ groups
- Able to work effectively in a multi-disciplinary technical team
- Ability to consider the needs of the wider hospice team when progressing work
- Ability to work with a range of users with differing levels of technical competence.
- Ability to communicate effectively at all levels face to face, by email and by telephone
- Ability to be sensitive and empathetic
Personal
- Be accurate and methodical
- Integrity, discretion and be able to respect confidentiality
- Enthusiasm
- Honest and trustworthy
- Able to work as part of a team or independently
IT
- Excellent Microsoft skills
- Full exposure in the support, management and maintenance with Microsoft applications (Word, Excel, Power point, Outlook, SharePoint, Teams)
- Detailed understanding of a tenant-based environment
- Previous experience of SystmOne database (or similar EPR systems)
Other requirements
- Be prepared to assist with Hospice fundraising activities
- Work as part of a support shift pattern/ out of hours support
Experience
- Proven extensive exposure supporting Microsoft M365 environments
- Be able to extract, analyse, interpret and report on Microsoft Tenant based data to produce statistical information
- Have demonstrable expertise in a complex multi-system environment
- Excellent problem solving skills
- Previous involvement in designing and delivering IT system deployment
- Be able to manage and prioritise own workload and that of others within the team
- Detailed experience of MS applications
- Exposure to VoIP systems
- Extensive exposure to core networking fundamentals
- Previous experience of providing user/IT support in a cloud first environment
- Understanding of complex IT security controls
- Ability to manage budgets
- Ability to plan complex IT projects
Employer details
Employer name
St Leonard's Hospice
Address
St Leonard's Hospice
185 Tadcaster Road
York
North Yorkshire
YO24 1GL
United Kingdom
Employer's website
https://www.stleonardshospice.org.uk/