Technical Desktop Engineer

Job description

Job responsibilities

To be lead specialist in at least 4 technical disciplines as defined by the Knowledge Skills Framework Document.

To provide 2nd Line support within an IT Infrastructure which utilises Microsoft Technologies, Citrix and VMware.

Support the effective management and monitoring of the physical and virtual server/desktop environment.

To support the running of an effective Citrix XenDesktop 7.x and XenApp 7 infrastructure including user management.

Experience Operating in a virtual desktop environment with virtualised applications.

To maintain and manage an effective, resilient and secure Windows 2012 Active Directory Domain infrastructure.

To support user mailboxes with a secure corporate messaging infrastructure (Exchange On-Premise/365).

To support users and services in an effective, resilient, secure thin and thick desktop client infrastructure.

To maintain secure user desktops running anti-virus and security products.

Provide effective IT technical support at all sites within the Trust

To participate with Service Desk duties and record all incidents reported by users on the service desk software ensuring that:

All contact details are checked and verified

An accurate description of the incident is recorded onto the Service Desk call logging system

An appropriate priority is assigned to the incident

All updates from the customer or assigned officer are recorded accurately and in a timely manner.

Provide first time fixes and resolutions to ICT related incidents and requests where appropriate via telephone and face to face.

To monitor the progress of calls logged on the service desk logging system ensuring that all are resolved in accordance with agreed criteria as specified in the Departments Standard Work.

To monitor, manage and resolve calls logged on the service desk logging system against agreed SLAs (Service Level Agreements).

To manage the service user experience and their expectations by keeping service users updated on the status of their reported incident.

To participate in the trusts disaster recovery plan.

To participate where required in IT projects.

Assist training other members of IT Staff.

Participate in working across shift patterns, to cover extended services and weekends

When appropriate, participate in an out of hours on call rota for the provision of support to all Users.

To undertake other assignments in accordance with the priorities agreed by the IT Manager

Provide excellent communication, reporting and documentation

Person Specification

QUALIFICATIONS

Essential

• A Level / Diploma Level 3 or 2 years 1st Line Support Experience
• Demonstrate commitment to ongoing personal development

Desirable

• HND Computer Studies or equivalent
• ITIL Foundation Qualification

EXPERIENCE

Essential

• Experience in delivering IT facilities
• 2 years 1st Line Support Experience
• Experience of Windows Operating systems and Active Directory Management
• Exchange 2010/13 mailbox knowledge
• Anti-Virus knowledge.
• Excellent up to date knowledge of Windows Desktop platforms such as Windows 7 as well as an in depth knowledge of the MS Office Suite of products.
• Ability to provide an effective desktop support service
• Experience of call management using a call logging system, providing excellent user experience and managing expectations.
• Knowledge to be a lead specialist in at least 4 technical disciplines as defined by the Knowledge Skills Framework Document

Desirable

• Experience of supporting a Virtual Environment.
• Citrix XenDesktop/XenApp experience
• Supplier management experience
• Large scale LAN knowledge
• VMware knowledge
• Windows 2003/8/12 Server knowledge

SKILLS

Essential

• Ability to organise self and others and to work on own initiative.
• Ability to work to deadlines, prioritise tasks and manage in a busy pressurised climate.
• A proactive approach to problem solving and able to identify and resolve problems
• Ability to prioritise and plan use of resources
• Good written and oral skills
• Must have good attention to detail
• Have a customer oriented approach

Desirable

• Ability to communicate complex information to all levels of staff.

KNOWLEDGE

Essential

• Knowledge of current NHS Information Technology issues, standards and procedures

OTHER

Essential

• Flexibility of working hours
• Well motivated
• Able to work on own initiative
• Good communication skills - written and oral

Desirable

• Business insured car user

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Bolton NHS Foundation Trust

Address

Royal Bolton Hospital

Minerva Road

Bolton

BL4 0JR

Employer's website

http://www.boltonft.nhs.uk/ (Opens in a new tab)