Job summary
We're looking to recruit a System Support Engineer to join our growing team.
The ideal candidate will be an experienced and seasoned Desktop support, someone who can demonstrate their experience and achievements within this field. That said, we're also taking a pragmatic approach to this specific position and would consider this a development opportunity for the right candidate with an IT background and a keen interest in Desktop Support.
Full training would be provided for the right candidate.
Regardless of experience you'll need to be outgoing and a team player with bags of drive and enthusiasm; someone who understands the value of providing outstanding customer service and is able to effectively balance the need for improved Desktop Services with the operational needs of a large, busy hospital.
You will be able to work proactively under pressure and deliver against individual and team Key Performance Indicators.
Full time: 37.5 hours per week
Advert closing: 29th October 2023
Interview date: 7th November 2023
Main duties of the job
As a System Support Engineer, you will be a designated specialist on desktop services. Providing excellent customer service while taking ownership of incidents.
You will be responsible for the day-to-day operational support and essential skills include excellent customer service and communication skills. The ability to priorities and work well as part of a team is also essential. This exciting opportunity necessitates the following technical abilities:A high level of IT Literacy with Microsoft products - specifically Windows 10, MS Office, and Active Directory.The ability to troubleshoot PC, Operating System, and application related problems through to resolution.Knowledge of Support Packages including Service Management tools and Remote Access tools such as Representative Console (Bomgar).
If you're looking for a challenge and would like to help us develop and mature our IT services, we'd love to hear from you. We can promise you a varied, challenging and rewarding role as System Support Engineer. Twenty-seven days annual leave, plus bank holidays, with an excellent pension scheme.
While the role is based at the main hospital site you will be expected to travel to the Trust's other sites when required for work purposes, for which transport will be provided, so a full driving license is essential.
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
The following skills and experience will be required and are essential for the successful candidates:
- Ensures that all requests from users for assistance are handled promptly and effectively; is pro-active to ensure that users make effective use of the facilities available to them
- Assists users experiencing difficulties in using information systems, products or services, including situations referred by more junior staff, investigating complex situations to diagnose underlying causes.
- For all requests that cannot be directly resolved, provides an effective interface between users and service providers. Uses judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for problems not progressing satisfactorily. Handles all complaints efficiently and professionally.
- Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimised
- For all requests that cannot be directly resolved, provided an effective interface between the Digital Health department, users and service providers.
- Ensures that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved
- Regularly monitors the incidence, status and speed of resolutions of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Job description
Job responsibilities
The following skills and experience will be required and are essential for the successful candidates:
- Ensures that all requests from users for assistance are handled promptly and effectively; is pro-active to ensure that users make effective use of the facilities available to them
- Assists users experiencing difficulties in using information systems, products or services, including situations referred by more junior staff, investigating complex situations to diagnose underlying causes.
- For all requests that cannot be directly resolved, provides an effective interface between users and service providers. Uses judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for problems not progressing satisfactorily. Handles all complaints efficiently and professionally.
- Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimised
- For all requests that cannot be directly resolved, provided an effective interface between the Digital Health department, users and service providers.
- Ensures that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved
- Regularly monitors the incidence, status and speed of resolutions of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Person Specification
Qualifications
Essential
- IT Degree /HND or Equivalent Experience
Experience
Essential
- Outgoing with effective communication skills
Skills
Essential
- Good understanding of computer networking techniques and their application
Attitude & Aptitude
Essential
- Problem solver
- Proactive with drive and enthusiasm
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Person Specification
Qualifications
Essential
- IT Degree /HND or Equivalent Experience
Experience
Essential
- Outgoing with effective communication skills
Skills
Essential
- Good understanding of computer networking techniques and their application
Attitude & Aptitude
Essential
- Problem solver
- Proactive with drive and enthusiasm
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
