Senior IT Engineer at Equans Working with Portsmouth Hospitals University NHS Trust

Portsmouth, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

0.0

Posted On

16 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Incident Management, Request Fulfilment, Customer Service, Active Directory, Technical Problem Solving, Hardware Installation, Software Installation, Documentation, Team Collaboration, ITIL Processes, Technical Project Support, Windows Operating Systems, Office 365, Data Networking, Security

Industry

Hospitals and Health Care

Description

Company Description Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this. The vision for our single corporate services is to: Be an employer of choice for corporate talent, attracting and retaining people who share our values for excellence in care and welcome the opportunity to benefit from the broad range of flexible career and development opportunities we can offer. Improve efficiency through simplified and standardised policies, processes, and systems, drawing on the best from both Trusts. Do things once and reduce any duplication on transactional tasks giving corporate staff the ability to focus on higher value and more diverse activities. Co-invest in the latest digital solutions and standardise our approach, meaning we do things once for both organisations. Improve learning and development opportunities and sharing best practice, upskilling both Trusts. Co-locate teams in purpose-built facilities on the Island and in Portsmouth to enable closer working and sharing. Build resilience for individuals and our teams. Job Description This vacancy is open to Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only. Fixed Term Contract This vacancy is based at Queen Alexandra Hospital, Portsmouth, as an on-site engineer. Job purpose To improve the effectiveness and value of health care delivery for Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (the Trusts). This post is a member of the Group Digital Service, within the Information Technology (IT) function. Working as one service, to minimise the impact of IT services affecting service users and on patient care, support services and management by: Providing second-line mobile site engineering support, dealing with complex technical issues and requests as required, through to resolution, ensuring the department meets Service Level Agreement targets. Assisting with software and hardware installations either through support or managed pieces of work. Enable the departments ITIL processes, providing professional guidance and execution of Incident Management and Request Fulfilment. Where relevant, escalating calls to third-line technical support staff or 3rd party suppliers. Supporting the Trust in meeting business objectives by contributing to assessment of potential technology innovations and, where approved, assisting their implementation Job summary Forming part of the IT site engineering team, supporting a wide range of IT systems and applications in use across the Trust, including specific core clinical applications. Log and manage all support interactions accurately, ensuring comprehensive documentation is captured for troubleshooting and resolution purposes. Complete IT installations relating to hardware or software following procurement processes and procedures. Use technical skills and expertise to resolve identified IT issues and requests, either over the telephone, via remote support technologies or by visiting end users at various remote locations, as required. Provide excellent customer service, ensuring a positive and professional experience for service users seeking assistance. Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities. Adhere to Trust policies and procedures as required. Occasionally be required to work flexibly to meet the demands of the service. Participate in an out of hours technical support service, forming part initial point of contact team known as ‘main on-call’. Respect the confidentiality of all matters that they may learn relating to their employment and other members of staff. All staff are expected to respect the requirements of the Data Protection Act 1998. Specific Core Functions The post holder will be expected to undertake the following responsibilities: Customer Support Forming part of the IT Incident and Service Request processes, dealing with all types of queries, requests for service and incidents, ensuring a consistent approach is taken and the customer receives an efficient and responsive service. Provide a second-line support service, managing tickets as required, through to resolution, ensuring all necessary information is captured and recorded to facilitate resolution of reported incidents to agreed service level agreements. Maintain up to date support documentation, helping to develop and educate first-line support services, improving first contact resolution targets. Keep up to date with new service level agreements and processes to maintain a consistent, effective, and efficient service delivery to service users. Provision of advice and guidance to service users on best practice for storage and electronic documents ensuring cost effective use of IT resources and equipment. Employ interpersonal and technical skills to diagnose IT problems and decide upon the appropriate routes to resolve them. Use technical skills and expertise to resolve identified IT problems over the phone and on PCs via remote PC controlled software or by visiting end users located at various remote locations. Where necessary, allocate specialist technical tasks to the relevant support team or third-party maintenance company. Managing tickets to ensure service users are kept informed of progress, through to resolution. Carry out team administrative tasks as required including inventory surveys and assets register updates. Service Request Fulfilment Ensure IT equipment for installation is prepared and testing in accordance with IT standards and end user requirements. Ensure deliveries of computer equipment are correct in content and in an acceptable condition. Provide start up training to new users, raising awareness amongst end users of the current IT policies and procedures. Physically dispose of old equipment in accordance with IT environmental regulations, ensuring the central inventory database is updated accordingly. Documents all work in accordance with the department standards, including recording details of hardware/software which has been installed, removed, or disposed of. Assists with the application of test to new versions of desktop application software and specific core clinical applications. As one of a limited number of Trust staff with IT administrator account privileges, use expertise in Active Directory to manage IT services on the Trust’s data network, in line with service level agreements, as follows: Setup and maintain user accounts, monitoring usage and disabling user accounts as appropriate. Follow procedures to maintain the active directory database. Create and maintain user accounts for other relevant applications. Where required split file-server-storage areas into discrete sections to meet the needs of individual requests and services. Where required, copy user accounts/data when staff relocate sites or services. Where required, conduct telephone-based user training, providing advice and guidance on best practices for IT services. Infrastructure Development Contribute to the implementation of specific elements within approved IT development projects to meet timescale and budgetary targets. Assist with operational developments, desktop hardware/ software replacement programmes. Other Duties Contribute to the maintenance of effective communications, both within the IT Engineering Team, Service Desk and between it and its various service delivery partners, so that services are provided as seamlessly and effectively as possible. Provide cover for, and support to, other members of the IT Engineering Team & IT Service Desk as required. Travel between Trust sites as required. Maintain the security and confidentiality of data and information, escalation any risks or incidents that the post holder becomes aware of. Participate in an out of hours technical support service, forming part initial point of contact team known as ‘main on-call’. Forming part of a wider team, manage tickets through to resolution, escalating as required to other teams within the on-call service. Ensure compliance with the terms of support contracts and software and application licensing. This job description does not purport to cover all aspects of the job holder’s duties but is intended to be indicative of the main areas of responsibility. Please refer to the full job description attached before applying for this role. Qualifications Qualifications Degree level qualification or equivalent in computing or related field Higher National Diploma in IT (HND) Technical accreditation in at least one or more specialised IT area e.g., Microsoft MCTS/MCITP, Cisco (CCNA) Experience Theoretical and specialist knowledge across one or more information technology platforms; Desktop Virtualisation, Data & Voice Networking, Security, Mobility, Peripheral Hardware Significant experience of IT Service Management functions e.g., Incident, Problem and Change Management Significant experience of participating in technical problems through to resolution, including working within a team and including external suppliers. Experience in the use of Windows operating systems and office 365 Experience of completing hardware and software installations covering a wide range of technologies and device types. Experience of supporting the delivery of technical projects and programmes of work. Experience in assisting in report writing and developing operating procedures and user guides. Additional Information The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and DisAbility, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most. Please note your application may be transferred to the Isle of Wight Applicant Tracking System (ATS) if you are selected for an interview We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs. Weekly Hours / Programmed Activities: 37.5 Salary Band: Band 5 Staff Group: Administrative and Clerical Contract Type: Temporary Job Area: Admin and Corporate

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Responsibilities

The Senior IT Engineer will provide second-line mobile site engineering support, addressing complex technical issues and ensuring compliance with Service Level Agreements. They will also assist with software and hardware installations and contribute to the implementation of technology innovations.