IT Technical Support Engineer
Job summary
Working across all Walsall Informatics supported sites, the post holder will contribute to the support of the Digital Technology Services (DTS) equipment to ensure all users are able to make full use of DTS servicesPLEASE NOTE, WE MAY CLOSE THIS VACANCY EARLY IF WE RECEIVE HIGH NUMBERS OF APPLICATIONS.
Main duties of the job
The post holder will provide support for all end-user devices and will be an interface between the end user and the I.T department ensuring the user receives a first-class level of support.
This post holder will be responsible for the creation of end-user device operating system image, configuration of group policies and then deployment to devices.
You will act as the engineer responsible for assessing requirements for IT hardware refreshes across the Acute and Community sites, imaging replacement hardware and the exchange of that equipment, ensuring that the replacement hardware is configured with the required applications.
Working as the site deployment engineer you will support the end-user IT environment at site locations in person. You will act as the engineer responsible for assessing requirements for IT hardware refreshes across the assigned site, imaging replacement hardware and the exchange of that equipment, ensuring that the replacement hardware is configured with the required applications.
The post holder will support the End-User Compute lead and support the test, release and deployment process for all end-user device Operating systems, software, applications, security updates and hardware.
When required attend problems/incidents at any site which is supported by the Informatics service.
Use own judgment to escalate calls when required to 2nd line field support engineer, 3rd line, supplier or line manager.
About us
Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010, and ongoing upgrades ensure the Trust now has state-of-the-art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, has significantly improved emergency care facilities and capacity, providing almost 5,000 square metres of additional clinical space.
Job description
Job responsibilities
Key Responsibilities
Responsible for identifying and managing the rolling replacement of end-of-life IT hardware within the Trust.
Manage workload of roll-out schedule and any service desk tickets assigned to the End-User Compute team.
Maintain up to date documentation and inventory of end user devices.
Maintain up to date documentation of end user build devices.
Ensure all end user devices are configured operationally with the correct security policies as identified in the standard end user build documentation.
Image Refresh and ad-hoc ordered hardware with the Trusts standard image.
Investigate and resolve end-user device issues associated to the Operating System.
Work with Problem management to identify trends with end user device issues, plan, and co-ordinate permanent fixes.
Be responsible for the deployment of feature and operating system updates to all end-user devices.
Testing of devices and the OS against changes such as Group Policies, changes to operating systems, security updates or new software.
Working with the Cyber-Team, to be support any activity to ensure all end-user devices are secure and protected from security threats and vulnerabilities.
Ensure all equipment disposal complies with Trust policy and cyber security standards.
Provide advice and support on applications, facilities and IM&T equipment to users and present oneself in a professional manner
Provide training to other engineers within the IT Support Department, on departmental procedures and applications.
Production and promotion of user guides which are published onto the Informatics intranet which end users use to resolve/diagnose their own incidents.
Ensures that all problems/incidents from users for assistance are handled promptly and effectively whilst being responsible for planning, prioritising and managing own workload to ensure that the required result is achieved.
Be pro-active in devising improvements and recommending changes to policies, procedures and working practices and/or creation of new policies and procedures which impact on beyond their own service area.
Maintain the Inventory database to a high level of accuracy.
The post holder may be required to take part in the Informatics on-call scheme operated via a Rota system.
Standard support hours are to be 8am 7pm, the post holder will be required to work a shift pattern operating within those hours.
To align the support service to that of the customers supported by Informatics the post holder can be called upon to work weekends via a Rota system.
Person Specification
Qualifications
- Evidence of ITIL qualification or working towards ITIL qualification
Knowledge
- Demonstrable Customer care experience
- Familiar with Problem management and methodologies.
- Previous experience/Knowledge of deploying ICT hardware and software at an engineer level in a healthcare environment.
- Good knowledge of endpoint hardware implementation supporting Service Delivery and Project Delivery
- Experience of deploying Microsoft Windows Operating Systems and Microsoft Office application suite (primarily O365) packages.
- Experience of testing packages before being deployed to end-user devices
- Demonstrate a good knowledge of Change Management
- IOS and Android Operating Systems and Hardware support
- Good understanding of the Trusts Endpoint services including hardware and software configurations
- Demonstrate knowledge of using IT Service Management systems for call logging, reporting and escalation
Key Competencies
- Effective technical diagnostic, fault finding and fault resolution skills.
- Ability to communicate effectively both verbally and in writing with all levels of staff and external agencies
Skills and Aptitudes
- Ability to support and troubleshoot process bottlenecks
- Ability to follow, and revise if necessary, a range of procedures and service levels, measured against tight departmental standards
- Ability to develop technical procedures/ standards.
- Able to communicate highly technical information to varying levels of user, using non-technical language in a manner that promotes confidence.
- Data Quality or Audit related skills
- Ability to keep accurate records
- Maintaining computer systems
Flexibility
- Willing to work flexibly in accordance with the needs of the service
- Managing your own workload in accordance with escalation policies and procedures
- Ability to travel frequently throughout the working day to all Informatics Service supported sites throughout Walsall.
Other
- Customer focused attitude
- Ability to work in a busy / fast moving environment
- Ability to work effectively in a team
- Ability to understand the need for and to maintain confidentiality of personal information, etc.
- Maintain all policies and procedures relating to IT security and health and safety
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
Walsall Healthcare NHS Trust
Address
Manor
Moat Road
Walsall
WS29PS
United Kingdom
Employer's website
https://walsallhealthcare.nhs.uk