2nd Line Engineer inTrentham, inTrentham, PUBLISHED 24 OCT 2024

This post is responsible for the management, investigation and resolution of a range of IM&T issues within the local health economy.

The post will primarily provide 2nd line technical support for desktop infrastructure, software application and related technologies.

Please note under SOC 2020 this role is not eligible for Visa sponsorship

Please be aware that a valid full UK driving license is required for this role.

• Primarily provide second line IT support through both remote and on-site support functions to S&SHIS customer organisations and their users.
• Provide a customer focused IM&T support within the organisations served by the S&SHIS.
• Work with 3rd party support contacts to resolve technical problems with desktop computing equipment and software to minimise disruption to customer systems.
• Responsible for the installation and configuration of new computing equipment, peripherals and software on behalf of customers.
• Accurately document and maintain records of additions, modifications or removals of components of the ICT Infrastructure and IT user accounts and system rights in the appropriate Information Systems
• Manage incidents including logging and closing calls and systems configuration within the HIS service management software.
• Deliver a high standard of customer service in a professional manner.
• Responsible for the maintenance, and repair of hardware and software applications/information systems to meet the needs of the customers and the business.
• Accurately audit, document and maintain records of additions, modifications or removals of components of the ICT Infrastructure.
• Provide advice and guidance to users and other IT professionals on IT policy and procedures.
• Provide technical supervision to junior members of staff.

About us

Systems and equipment

• Responsible for the installation, maintenance, repair and safe use of expensive hardware and software on a day-to-day basis on behalf of customers.

Decisions and judgements

• Work is mostly performed with some supervision and requires initiative and judgement when dealing with the wide range of IM&T issues.
• The post holder will be expected to adapt practice to meet individual customer requirements, independently analysing situations and taking into consideration facts and interpreting these appropriately when problem solving.
• Perform options appraisals in order to compare a range of options related to the resolution of technical problems.

Communication and relationships

• The post holder must employ excellent communication skills both verbal and written particularly when communicating complex IM&T related information to own peer groups, non-technical staff, customers and suppliers.
• The post holder must employ excellent communication skills as there are often complicated and technical barriers to communication.
• Post holder will need to use tact, persuasion and diplomacy when explaining IT related problems to customers that may be inconvenienced.
• Comprehend technical IT issues as described by customers, peer group and external suppliers in verbal and written form.

Physical demands of the job

• Advanced keyboard skills: must have a highly developed skill in the use of computer keyboards to ensure data entry is both accurate and timely.
• Continuous VDU use for long period of time and sitting in a restricted position.
• Must have an ability to use fine tools when dealing with internals on hardware and other technical equipment.
• May be required to occasionally carry or move equipment without aids. E.g. personal computers and printers.
• May occasionally be required to work in a dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cabling runs.
• Frequent requirement to use road transportation.

Most Challenging/difficult parts of the job

• Frequent requirement for prolonged periods of concentration e.g. during a major incident.
• Maintaining specialist knowledge of a range of ever-changing IT software, hardware and infrastructure.
• Occasional interruptions resulting from day to day queries and issues.
• A high level of concentration is required on a daily basis to maintain accuracy of solutions being implemented sometimes for extended periods of time.
• Making decisions in the field with available backup and support that can affect the availability of clinical systems used in the provision of patient care.

Freedom to act

• Required to act independently within the departmental guidelines and decide when it is necessary to escalate issues and problems to a supervisor or a more senior technical person.
• Must work within defined departmental and national protocols/policies and professional code of conduct.

General

• Undertake such other duties as may be required from time to time in accordance with the nature and grading of the post.