Technical Services Engineer

Job description

Job summary

NHS Band 5 Salary: £32,073 - £39,043 per annum

Hours Per Week:Full Time, 37.5 per week

Contract Type:2 x Temporary for 18 months

Main duties of the job

Play a specialist technical role in the provision of effective, efficient and fully integrated IT operational services that maximise their availability and integrity for end-users and optimise the value gained by the Trust from its investment in IT. This will be achieved by:

• Conduct Daily technical task checks, log and escalate tickets within IT Technical Services Team as appropriate.

• Act as incident management and service request triage point of contact for the Technical Services team, check tickets escalated to IT Technical Services for required detail and assign to the appropriate resource as directed.

• Support and assist the IT Technical Services Specialists by undertaking routine server maintenance and housekeeping tasks when required.

• Supporting the departments ITIL processes, providing professional guidance in and execution of Incident, Request Fulfilment, Change, Release, Configuration, Problem, Performance, and Availability Management.

• Applying operating procedures for all systems hosted within the Trust Data Centres so they are operating at their optimum performance, availability to IT users and integrity of their data.

About us

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 single corporate service is delivered across both organisations. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

Job description

Job responsibilities

• Conduct collection Daily Task checks and log calls and escalate findings as necessary within IT Technical Services Team
• Triage Unassigned escalated calls to IT Technical Services team, check they contain necessary detail and information to be progressed. Assign calls to IT Technical Services team members with guidelines provided
• Working alone on IT systems and modifications to existing IT systems, or with partners, vendors or colleagues on more complex systems. Specifies user/system technical requirements, including the overall management of the system implementation and transition into both the Operational Service and Centre.
• Executes test plans, to verify correct operation of completed system implementations.
• Enables the software builds ready for loading onto the target hardware. Held within a standard configuration arrangement, conducts a series of tests and records the details of any failures.
• Enables test specifications as required for testers to follow, carries out fault diagnosis relating to extreme complex problems as part of installations, reporting the results of the diagnosis in a clear and concise manner.
• Assist diagnosis of complex and recurring IT incidents in order to reduce the number of IT service failures and improve the IT user experience.
• Assist support major problem reviews with the intention of identifying what went wrong, right and what can be done to improve the response in the future. Outcome of the review should also identify how to prevent the reoccurrence of the major problem.
• Assist diagnosis of complex and recurring IT incidents in order to reduce the number of IT service failures and improve the IT user experience.
• Assist support major problem reviews with the intention of identifying what went wrong, right and what can be done to improve the response in the future. Outcome of the review should also identify how to prevent the reoccurrence of the major problem.
• Following agreed procedures, provide advice on systems, and IT services as part of the incident resolution.
• Provide an effective interface between IT Users and service providers, including external commercial suppliers where applicable.

For full job details and person specification, please refer tothe Job Description.

Job description
Job responsibilities

• Conduct collection Daily Task checks and log calls and escalate findings as necessary within IT Technical Services Team
• Triage Unassigned escalated calls to IT Technical Services team, check they contain necessary detail and information to be progressed. Assign calls to IT Technical Services team members with guidelines provided
• Working alone on IT systems and modifications to existing IT systems, or with partners, vendors or colleagues on more complex systems. Specifies user/system technical requirements, including the overall management of the system implementation and transition into both the Operational Service and Centre.
• Executes test plans, to verify correct operation of completed system implementations.
• Enables the software builds ready for loading onto the target hardware. Held within a standard configuration arrangement, conducts a series of tests and records the details of any failures.
• Enables test specifications as required for testers to follow, carries out fault diagnosis relating to extreme complex problems as part of installations, reporting the results of the diagnosis in a clear and concise manner.
• Assist diagnosis of complex and recurring IT incidents in order to reduce the number of IT service failures and improve the IT user experience.
• Assist support major problem reviews with the intention of identifying what went wrong, right and what can be done to improve the response in the future. Outcome of the review should also identify how to prevent the reoccurrence of the major problem.
• Assist diagnosis of complex and recurring IT incidents in order to reduce the number of IT service failures and improve the IT user experience.
• Assist support major problem reviews with the intention of identifying what went wrong, right and what can be done to improve the response in the future. Outcome of the review should also identify how to prevent the reoccurrence of the major problem.
• Following agreed procedures, provide advice on systems, and IT services as part of the incident resolution.
• Provide an effective interface between IT Users and service providers, including external commercial suppliers where applicable.

For full job details and person specification, please refer tothe Job Description.

Person Specification

Skills and Knowledge

Essential

• Excellent interpersonal and explanatory skills in dealing with a wide range of information technology users from skilled to IT-illiterate.
• Excellent verbal/written communication skills, with the ability to present within a group.
• Good team-player, highly motivated individual to support the delivery of an efficient, effective customer-focused support service.
• Good presentation and negotiation skills.
• Excellent planning and time-management skills.
• Good negotiating and relationship-building skills.
• Able to set clear and appropriate priorities, with the ability to deal with conflicting demands, unpredictable work patterns, and multiple deadlines.
• Good technical knowledge to understand and resolve technical problems.
• Good knowledge of data protection and information security/governance issues.
• Practical understanding of NHS IT Security issues.

Qualifications

Essential

• Degree level qualification or equivalent in computing or related field.
• Higher National Diploma (HND) in IT.
• Technical accreditation in at least one or more of the following: Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA).
• ITIL Foundation Certificate.
• Evidence of continuing professional development.

Desirable

• ITIL Practitioner qualification.
• Microsoft Certified Systems Engineer (MCSE), Certified Virtualisation Expert (CVE) or Citrix Certified Architect (CCA).

Experience

Essential

• 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, Incident Management, Problem Management, and Change Management.
• Significant experience in participating in technical problems to resolution, including working within a team and including external suppliers.
• Experience in participating in project delivery of technical projects.
• Experience in assisting with report writing, being operating procedures, options appraisals, and user guides.

Person Specification
Skills and Knowledge

Essential

• Excellent interpersonal and explanatory skills in dealing with a wide range of information technology users from skilled to IT-illiterate.
• Excellent verbal/written communication skills, with the ability to present within a group.
• Good team-player, highly motivated individual to support the delivery of an efficient, effective customer-focused support service.
• Good presentation and negotiation skills.
• Excellent planning and time-management skills.
• Good negotiating and relationship-building skills.
• Able to set clear and appropriate priorities, with the ability to deal with conflicting demands, unpredictable work patterns, and multiple deadlines.
• Good technical knowledge to understand and resolve technical problems.
• Good knowledge of data protection and information security/governance issues.
• Practical understanding of NHS IT Security issues.

Qualifications

Essential

• Degree level qualification or equivalent in computing or related field.
• Higher National Diploma (HND) in IT.
• Technical accreditation in at least one or more of the following: Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA).
• ITIL Foundation Certificate.
• Evidence of continuing professional development.

Desirable

• ITIL Practitioner qualification.
• Microsoft Certified Systems Engineer (MCSE), Certified Virtualisation Expert (CVE) or Citrix Certified Architect (CCA).

Experience

Essential

• 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, Incident Management, Problem Management, and Change Management.
• Significant experience in participating in technical problems to resolution, including working within a team and including external suppliers.
• Experience in participating in project delivery of technical projects.
• Experience in assisting with report writing, being operating procedures, options appraisals, and user guides.

Employer details

Employer name

Isle of Wight NHS Trust
Address

Queen Alexandra Hospital

Southwick Hill Road

Cosham

PO6 3LY

United Kingdom

Employer's website