Digital Support Engineer

Job description

Job responsibilities

Key Result Areas & Performance:

1. To analyse and interpret situation/information to identify and assess to resolve a range of problems/highly complicated issues: computer / communication system errors, application problems, user computer problems, network/datacentre/VoIP issues and data errors and fix within required IT SLA standards.

2. Install, configure, repair and maintain, as per set standards and procedures, all new and replacement PCs, Software, Operating Systems, Printers and Peripheral equipment, carrying out full installation and testing as necessary with minimum disruption to the Trusts computing services.

3. To aid Network support and troubleshooting. Identifying cable and/or active component failure; Work with network team to replace and upgrade Hubs and Switches as necessary and configure equipment as required.

4. Providing operational support for the IT and converged voice and data and telephony services of the Trust across multiple sites. To support any other activities and new services that are required for the provision of ICT/Telephony services across LGT and its partner sites.

5. Diagnose and clear system faults as they occur specially the Urgent & Non Urgent alarms on a 24/7 basis, calling 3rd parties out of hours as required. Participate in an on call rota for out of hours cover on a regular or emergency basis.

5. To assist in the continuous improvement of the service development and provision of the Trusts information Technology strategy with particular reference to new requirements, providing expertise in the development of the strategy and leading on delegated work streams.

6. To work on special projects determined by the Deputy Network Manager /Technical Architect as required.

7. To liaise with Trusts appointed contractor(s) or managed service provider(s) engaged to provide any personal communications or IT systems within the Trust.

8. To develop, through the use of PC based analytical tools, activity / distribution and costs internally and externally and present on a monthly basis to the Deputy Network Manager /Technical Architect and the Director of IT.

9. To review new product developments in accordance with the Trusts approved annual Business Plan and assist with the production of business cases to support investment telecommunications requirements.

10. To distribute call management reports to all directorates for the purpose of auditing their telephone extension usage.

11. To arrange and supervise contractors engaged by the Trust for the purposes of installing, relocating or repairing any of the Trusts telephony and associated equipment.

12. To monitor and evaluate the service providers level of quality and performance in delivering contracted service levels.

13. To report all attempt IT fraud to the Deputy Network Manager /Technical Architect and the NHS Counter Fraud team.

14. To lead on administering help desk requests for moves & changes, new installations and were appropriate, software changes to service said changes.

15. To assist with production of business continuity plans and DR plans for telecommunications systems.

16. Maintain self-discipline and present a smart, professional attitude within the IT environment and at user locations, ensuring expected standards of timekeeping and attendance are maintained.

17. To assist the Senior IT Technicians with desktop, remote access, community IT and network support as required.

Person Specification

Qualifications and Training

Essential

• Educated to degree lever or equivalent experience.

Desirable

• Cyber security qualifications Post graduate qualification or equivalent experience.
• Evidence of continual professional development

Experience

Essential

• Significant experience related to the responsibilities specified

Desirable

• NHS Experience

Knowledge and Skills

Essential

• The ability to communicate complex technical issues effectively with a wide range of people and professionals.
• Excellent time management skills
• Ability to work independently
• Knowledge of current technological developments/trends in area of expertise.
• Windows and iOS operating systems, on-boarding users
• Windows Server knowledge.
• Windows Active Directory knowledge.
• Networking/TCP/IP knowledge.
• Cabling experience
• Have a working knowledge of TCP/IP and network addressing, Firewalls

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.

Employer details

Employer name

Lewisham and Greenwich NHS Trust

Address

University Hospital Lewisham

Lewisham High Street

SE13 6LH

Employer's website

https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)