Are you a passionate about IT and looking for your next opportunity? If the answer is yes, then join Elysium Healthcare as an IT Service Desk Field Engineer!
Working 37.5 hours a week, you will be the advocate of the IT team at a number of assigned Elysium sites, ensuring a high standard of IT services are provided. You will be the interface between the site and the IT service delivery team, as well as other IT support teams. Your focus will be to resolve incidents locally and work with the business stakeholders and IT team to develop the IT services on site.
In this role as the Service Desk Field Engineer, you will play a critical role in enabling Elysium Healthcare to effectively use technology to achieve its business objectives and deliver high-quality healthcare services to its patients and service users.
This role is home based primarily but it will include travel several times a week. As the designated sites you will be covering are located in the Southwest. (Gloucester/Exeter)

YOUR RESPONSIBILITIES WILL INCLUDE:

Supporting the allocated sites in your region on a day-to-day basis, arranging site visit schedule with your hospital directors based on business need, ensuring all sites in your region receive the right amount of onsite IT care.

• Approaching these visits proactively with the aim of reducing ticket volumes and use the information in Sysaid ITSM to judge when the schedule needs to be adjusted to reduce the number of incidents or requests at a given site. Work with other IT teams to resolve incidents on site and make suggestions on continuous improvements.
• Developing and maintaining close working relationships with the Regional Operations Directors, Hospital Directors, and other business stakeholders at each site within your region.
• Providing an IT escalation point for all the sites within your region, and proactively manage those escalations to speedy successful resolution.
• Supporting IT team on change projects such as new hospital acquisitions, site expansions or reconfiguration, as well as IT migrations and installations.
• Ensuring all IT issues and requests are correctly logged in Sysaid ITSM, updated, and closed in a timely manner. To prioritise site down, escalations and critical tickets when required.
• Adhering to the change enablement process and work with the business stakeholders to engage with and understand the value of this process. This includes being aware of any third-party providers who are visiting site to undertake work.
• Ensuring all new hardware assets, and replaced or broken hardware assets are correctly reported, logged, and managed.
• Ensuring you are up to date with all Elysium systems, applications, and technologies and to know which teams and staff support each of those systems.
• Ensuring Elysium provided cable specification for data cabinets and wiring is followed.
• Working with Elysium third parties and necessary Elysium IT teams for systems requiring connection to WAN/LAN/VLAN, ie, Trakka Key Cabinets, Paxton door access, CCTV, managed printers, SDWAN etc.
• Providing onsite support to sites outside of your own region as required for holiday cover for other field engineers.

TO BE SUCCESSFUL IN THIS ROLE, YOU’LL NEED:

• Strong knowledge of Windows 10 and endpoint management
• Microsoft 365 understanding
• Solid networking experience and troubleshooting(incl LAN,WAN)
• Experience managing and troubleshooting WIFI and acces points
• Active Directory management
• Professional approach towards duties and colleagues
• Very strong communication and interpersonal skills
• Strong problem-solving skills.
• Time management and multitasking ability
• Strong focus on customer experience
• Experience working to ITIL best practices and a focus on service improvements
• Ability to work well under pressure and manage competing priorities.
• Ability to work collaboratively as part of a team and build effective working relationships with colleagues and partners.