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    IT Support Technician - Colchester, United Kingdom - East Suffolk and North Essex NHS Foundation Trust

    East Suffolk and North Essex NHS Foundation Trust
    East Suffolk and North Essex NHS Foundation Trust Colchester, United Kingdom

    3 weeks ago

    Default job background
    Permanent
    Description

    Job summary

    We're looking for an ICT support technicians to work within our busy ICT team as part of our lifecycle management team .

    No two days are the same within ICT and you will be working with different technologies and providing support for staff whom use a wide range of clinical and non-clinical software and hardware.

    We're busy rolling out new hardware to help with patient care and you will be involved and key operative in this rollout and ongoing management. You'll also be involved in all aspects of 2nd line supporting, helping our colleagues in our acute hospitals and with travel to our community sites too.

    This is an outstanding opportunity for aspiring and rising ICT technician with technical skills and the desire to learn and expand on there knowledge.

    You will have a base site of Colchester Hospital, with a requirement to attend at Ipswich Hospital at least once per week. you will be working with a large team with a huge chance to make a difference every day.

    If you have, the vision and commitment to take this role forward and share our commitment to put patients at the heart of everything we do and save both staff and patient time then we would love to hear from you

    See more about this job here:-

    Our current service operates Monday - Friday , this may in the future change to include 7-7 coverage with differing start and end times to your shift/duty, and candidates should be aware

    Main duties of the job

  • To provide 2nd line support to the Trust and to other team members adhering to Service Level Agreement timescales and requirements
  • To provide assistance with the deployment of the Trust's IP & analogue Telephony solutions providing technical & administration support.
  • To install, maintain and troubleshoot desktop hardware and software.
  • To carry out any work necessary to upgrade PCs and applications to conform to Trust standards
  • To troubleshoot the Trust's printer estate logging calls with the supplier and managing calls through to resolution
  • To provide assistance, advice, and fault resolution to users of Trust IT equipment, systems, and network, working to agreed SLAs

    • About us

    We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.

    We are one of the largest NHS organisations in England, employing more than 12,000 staff.

    We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.

    Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.

    Our philosophy is thatTime Mattersto everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.

    We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.

    If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.

    Find out about living and working here

    Job description

    Job responsibilities

    Purpose of Role:

  • To provide 2nd line support to the Trust and to other team members adhering to Service Level Agreement timescales and requirements
  • To provide assistance with the deployment of the Trusts IP & analogue Telephony solutions providing technical & administration support.
  • To install, maintain and troubleshoot desktop hardware and software.
  • To carry out any work necessary to upgrade PCs and applications to conform to Trust standards
  • To install, maintain and troubleshoot the Trusts printer estate logging calls with the supplier and managing calls through to resolution
  • To provide assistance, advice, and fault resolution to users of Trust IT equipment, systems, and network, working to agreed SLAs
  • Help produce, maintain and update new and existing standard operational procedure documentation.
  • To liaise as necessary with external suppliers and contractors.
  • To liaise with Trust staff to ensure prompt and effective installation of replacement IP handset and be a technical point of contract in the event of any basic telecoms issues
  • To manage or carry out administration tasks, capacity management and backups on the Trusts IT Estate.
  • Develop an understanding of the Trusts and NHS IT systems sufficiently well to be able to advise users on any problems encountered
  • Resolve incidents via cooperation with other team members, Trust staff and suppliers where required to rectify system problems and implement preventative measures.
  • To log all calls and tasks on the Trusts call logging system, update and track call progress through to resolution ensuring that requests and faults are actioned in accordance with service level agreements
  • Ensure new hardware is PAT tested and assetted and added to the inventory database and IT Asset Register
  • Maintaining capacity and performance statistics
  • Providing technical support for major clinical projects.
  • Configuring and patching of telephones for moves, adds and changes.
  • Provide operational cover for Third Party on-site engineers.
  • To support and configure or mobile phone devices.
  • Carry out any other related and relevant duties requested by the IT Support Manager

    • Key Responsibilities:

  • Participate in relevant internal and external working groups/projects, services, and initiatives with the aim of providing information and analytical advice to the teams.
  • Communicate information, risks, issues and dependencies, including briefings and reports to Project teams, sponsors and a range of internal and external staff.
  • Managing the state of computer rooms ensuring there are clean and tidy and comply with health and safety and IT policies.
  • Ensuring IT change management processes are followed
  • Producing operational documentation for processes.
  • To assist with the recycling of old technology to comply with information governance standards.
  • The management and auditing of computer cabinets making sure they are tidy, colour-coded using the correct and cables.
  • Contribute to the department meeting its Service Level Agreements (SLA) for resolving IT issues by delivering a high quality technical support service to the users of production services and interfaces as directed by the IT Infrastructure Manager.
  • To be responsible for specified departmental Information Systems, carrying out routine upgrades, maintenance and liaising with third party suppliers.
  • Maintain documentation associated with installation and upgrade work

    • For full details of the responsibilities and duties of this role please see the attached job description.

    Person Specification

    Experience

    Essential

  • Experience of supporting a multi-vendor environment
  • Proven experience in an IT support /systems management capacity with experience of supporting a complex multi-vendor environment
  • Problem solving / troubleshooting basic technical issues

    • Desirable

  • NHS IT experience

    • Knowledge

    Essential

  • Basic networking skills
  • Basic IP Telephony System Support
  • Network documentation concepts
  • Knowledge of Microsoft Windows Operating Systems and MS server Products
  • Knowledge of network printing
  • Working knowledge of MS OFFICE product suite
  • Anti -Virus solutions
  • Basic analytical skills and the ability to apply them towards the investigation of existing installations

    • Desirable

  • NHS/CFH Applications
  • Cisco / Extreme configuration and support
  • SNMPC Network monitoring
  • Mitel IP Telephony Support
  • SCCM/Zenworks Administration

    • Qualifications

    Essential

  • 5 GSCSs at Grade C or above, or equivalent, including Mathematics and English
  • Microsoft Qualified or similar

    • Desirable

  • HND Computer Science or similar
  • ITIL qualifcation

    • Personal

    Essential

  • Ability to discuss problems and work in conjunction with 3rd parties on fault resolution.
  • Good manual dexterity is essential.
  • Written skills are essential to produce documentation.
  • Verbal skills should be of sufficient levels to communicate effectively
  • Creativity and the ability to think laterally are essential for solving technical issues
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