Job summary
An exciting opportunity has arisen for a highly motivated individual who has the enthusiasm and ability to work in a challenging but equally rewarding ICT Department as a Technical Support Engineer . This will involve providing 1st line and 2nd line technical support across the Trust.
It is essential that you are customer focused with a "user-first" approach to deliver service excellence. You must be flexible, enthusiastic and display high levels of initiative, together with the ability to work under pressure both as an individual and as part of a team and undertake your duties with minimum supervision. You must possess good communication skills and be able to deal with users in a pleasant, effective and efficient manner.
Main duties of the job
As part of Digital Services, the Customer & Technical Support Team is responsible for providing technical support for Trust users and devices, ensuring the effectiveness of equipment and software in supporting key applications such as email and clinical information systems. This role utilises excellent technical knowledge and experience to provide flexible support to many tasks within the Customer and Technical Support Team.
To carry out incident and problem diagnosis and resolution for Trust IT equipment and software in accordance with National, Industry and Trust standards with a particular focus on ITIL IT Service Management.
About us
#TeamNottsHC comprises over 11,000 dedicated colleagues who #MakeADifference every day. We deliver intellectual disability, mental health, community health, forensic, and offender healthcare services across Nottinghamshire, Leicestershire, Lincolnshire, and South Yorkshire. Our care is provided from over 200 sites, spanning community locations, acute settings, and secure environments, including prisons.
We are one of the largest mental health and community Trusts in the East Midlands and one of Nottinghamshire's biggest employers. We also host national and regional services, such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.
We offer a variety of employee-led staff networks, including Equality, Diversity, and Inclusion (EDI) groups, the Green Champions network, the Freedom to Speak Up network, the Health and Wellbeing Champions network, and the Menopause Champions network. These networks play a vital role in supporting our diverse workforce and promoting a culture of inclusivity.
The health and wellbeing of our colleagues is a top priority. We invest significantly in this through our in-house occupational health and staff counselling services, supported by a dedicated Health and Wellbeing team.
The Trust is committed to reducing its carbon emissions, with a specialised Energy and Environmental team working to ensure compliance with environmental legislation, enhance our environmental performance, and achieve our net-zero commitment
Job description
Job responsibilities
To participate fully as a member of the Customer & Technical Support Team to deliver a timely and professional technical support service to all staff, to include:
- Equipment and software installations.
- Diagnosis and resolution of a range of technical issues, identifying and analysing sources of variations.
- Participation in mixed skill teams as required to achieve project goals and deadlines.
- Leadership of small project teams and distributing tasks to other staff where appropriate.
- Planning tasks and activities which may require adjustment due to variable workload and frequent interruptions.
- Maintenance of technical documentation, including the Asset Register.
- Production and maintenance of knowledge base entries covering known issues.
- Testing of IT systems proposed for use within the Trust including applications & hardware.
A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010.
Job description
Job responsibilities
To participate fully as a member of the Customer & Technical Support Team to deliver a timely and professional technical support service to all staff, to include:
- Equipment and software installations.
- Diagnosis and resolution of a range of technical issues, identifying and analysing sources of variations.
- Participation in mixed skill teams as required to achieve project goals and deadlines.
- Leadership of small project teams and distributing tasks to other staff where appropriate.
- Planning tasks and activities which may require adjustment due to variable workload and frequent interruptions.
- Maintenance of technical documentation, including the Asset Register.
- Production and maintenance of knowledge base entries covering known issues.
- Testing of IT systems proposed for use within the Trust including applications & hardware.
A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010.
Person Specification
Physical Requirements
Essential
- oHave the physical ability to lift, carry or transport Computer/IT Equipment
Qualifications - Academic / Craft / Professional
Essential
- Educated to HND or degree standard or equivalent level of technical experience
- 5 GCSEs A-C including English and Maths (or equivalent qualifications)
Desirable
- Knowledge of ITIL, qualified to Foundation Certificate level
- Microsoft Qualification in a relevant discipline
Training
Essential
- ICT qualification or equivalent experience in a ICT role (e.g., CompTIA A+, Microsoft Certified Professional)
Experience
Essential
- Experience of working in a customer led ICT service
- Experience of producing technical documentation and reports e.g. Technical Documents, Standard Operating Procedures etc.
Desirable
- Experience of providing Significant experience in providing desktop support in an NHS environmentreal-time and retrospective monitoring of network technologies
- Experience of smartphone/Tablet device support
Knowledge
Essential
- Knowledge of Microsoft Windows configuration and administration skills
- Management and fault analysis of technical issues
- Knowledge of MS Windows operating systems to an advanced level
- Knowledge of Microsoft Office to an intermediate level
- Knowledge of PC hardware and peripherals to an advanced level
Desirable
- Knowledge of technical requirements for NHS systems to an advanced level
- Knowledge of Microsoft office to an advanced level
- Knowledge of Dell/Lenovo PCs to an advanced level
- Basic working knowledge of Windows Server Operating Systems & Active Directory
- Knowledge of Apple Products
- Knowledge of Intune
Skills
Essential
- A team player and the ability to work with project managers, to agreed timescales and organise own work schedules.
- Able to understand and create detailed technical documentation
- Good demonstrable and technical skills
- Customer focused
- Ability to work under pressure and meet deadlines
- Analytical skills and ability to work logically, methodically and accurately to agreed standards
Values and Behaviours
Essential
- All colleagues are expected to demonstrate that they act in line with Nottinghamshire Healthcare NHS Foundation Trust Values: Trust Honesty Respect Compassion Teamwork
- All colleagues are expected to demonstrate an understanding of and commitment to Equality, Diversity and Inclusion (EDI) and how it applies to their role. The Trust's expectations are highlighted within our EDI Policy, and associated EDI and Human Rights legislation.
Person Specification
Physical Requirements
Essential
- oHave the physical ability to lift, carry or transport Computer/IT Equipment
Qualifications - Academic / Craft / Professional
Essential
- Educated to HND or degree standard or equivalent level of technical experience
- 5 GCSEs A-C including English and Maths (or equivalent qualifications)
Desirable
- Knowledge of ITIL, qualified to Foundation Certificate level
- Microsoft Qualification in a relevant discipline
Training
Essential
- ICT qualification or equivalent experience in a ICT role (e.g., CompTIA A+, Microsoft Certified Professional)
Experience
Essential
- Experience of working in a customer led ICT service
- Experience of producing technical documentation and reports e.g. Technical Documents, Standard Operating Procedures etc.
Desirable
- Experience of providing Significant experience in providing desktop support in an NHS environmentreal-time and retrospective monitoring of network technologies
- Experience of smartphone/Tablet device support
Knowledge
Essential
- Knowledge of Microsoft Windows configuration and administration skills
- Management and fault analysis of technical issues
- Knowledge of MS Windows operating systems to an advanced level
- Knowledge of Microsoft Office to an intermediate level
- Knowledge of PC hardware and peripherals to an advanced level
Desirable
- Knowledge of technical requirements for NHS systems to an advanced level
- Knowledge of Microsoft office to an advanced level
- Knowledge of Dell/Lenovo PCs to an advanced level
- Basic working knowledge of Windows Server Operating Systems & Active Directory
- Knowledge of Apple Products
- Knowledge of Intune
Skills
Essential
- A team player and the ability to work with project managers, to agreed timescales and organise own work schedules.
- Able to understand and create detailed technical documentation
- Good demonstrable and technical skills
- Customer focused
- Ability to work under pressure and meet deadlines
- Analytical skills and ability to work logically, methodically and accurately to agreed standards
Values and Behaviours
Essential
- All colleagues are expected to demonstrate that they act in line with Nottinghamshire Healthcare NHS Foundation Trust Values: Trust Honesty Respect Compassion Teamwork
- All colleagues are expected to demonstrate an understanding of and commitment to Equality, Diversity and Inclusion (EDI) and how it applies to their role. The Trust's expectations are highlighted within our EDI Policy, and associated EDI and Human Rights legislation.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
