Job summary
Primary Care IT Technician - Band 5 37.5 hours - 12 months fixed term
The post-holder will participate in the delivery of the ICT services across the entire Tameside and Glossop Health and Social Care Integrated Care Organisation (ICO). Supporting the installation, configuration and maintenance of end user equipment, systems and software mainly to deliver the primary care IT service across 36 GP practice and 5 primary care network (PCN) locations within the Tameside and Glossop estate.
Main duties of the job
Duties will include providing effective and efficient IT support and technical advice on desktop, laptop and peripheral technologies, and other third party systems across the ICT service while actively managing, troubleshooting and resolving IT hardware and software technical issues quickly in order to minimise impact on end user device unavailability.
Provide support cover on short-term basis for colleagues in the IT Tier 1. To work alongside Tier 3 colleagues and other ICO / partner organisations as required.
Core hours of the service are 7:30 a.m. to 18:00 p.m. The post holder will be expected to be a member of an IT technician rota covering the core hours. The IT technician is also required to work remotely and in the field including travel to any of the 36 GP sites, 5 PCN sites or other ICT locations therefore it is expected that the successful candidate will have access to a personal vehicle, a full UK driving licence and business use assigned to their vehicle insurance policy.
About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Job description
Job responsibilities
SECTION 1- MAIN RESPONSIBILITIES:
- Support the installation, configuration and maintenance of end user equipment, systems and software to deliver the ICT service
- To support endpoint hardware and software defined and any ICO supported equipment connected to the ICT network. This includes for example desktops, laptops, printers and scanners. This list of equipment is not exhaustive and will change as necessary in line with improvements in technology and service requirements
- The physical and remote deployment of hardware and software to ICT end users through the use of physical media, remote server based tools and applications. To support the software installed on all end point devices, including desktops and laptops. This list of equipment is not exhaustive and will change as necessary in line with improvements in technology and service requirements
- The physical and logical connection of hardware to the network to enable connectivity to support the service needs. To ensure that all security requirements are adhered to without exception, and that all standards and SOPs are followed
- Assist in the responsibility of ensuring ICT cabinets are maintained and left secure. To support team members, partners and third parties in locations such as data centres/communications cabinets with server and data centre end point equipment.
- Assist the ICT service project team in testing and supporting service migration activities that require IT engineering resource
- Liaise with users and suppliers in the event of any problems as well as supervise third party contractors and suppliers onsite at ICT locations as required.
- Keep the ITSM updated on the status and progress of incidents/jobs logged, including faults found and actions taken to address issues.
- Identify and notify all relevant team leads and IT managers of any potential problems as soon as recognised, including any issues that may result in SLA breaches
- Ensure incidents are responded to and resolved in accordance with ICO agreed service level agreements to support excellent customer service and processes
- To work effectively with all sections of the informatics function particularly the technical support teams to provide a range of services as follows:-
- Assistance in the creation of information/operational specifications
- Assistance in reviewing the provision of ICT solutions
- To provide documented processes where none exists, and improve and update any existing documentation to ensure continual improvement supporting the development, implementation, testing and maintenance of protocols and procedures to provide effective security and resilience of the ICT IT service in line with relevant legislation, policies and procedures
- Provide specialist knowledge and guidance on the technical aspects of systems and services, and act as local experts and reference points. This includes advising on new/evolving systems and technologies that would benefit the service and customer base
- Demonstrate robust data quality is kept at all times on IT service management tools, ensuring all security requirements are adhered to without exception, and that all standards and SOPs are followed
- Maintain ICT hardware stock to ensure relevant stock levels are sustained for business as usual services. Also assist in the disposal of old IT equipment, adhering to the ICOs disposal policy and departmental procedures
- To assist in maintaining the asset register of computer and network equipment
- Use of own vehicle to travel to all ICT locations, carry equipment such as desktop PCs, printers and laptops.
- To attend and actively participate in ICO and IT related courses
- To report any security breaches and risks within the ICO not limited to IT services
- Be responsible for the security of all IT buildings and assets
- The post holder will be a key holder for their respective place of work and will be expected to open/lock up the office dependant on their shift
- Ability to work outside normal office hours where required
- Any other duties as identified by team leader/IT managers
SECTION 2- KNOWLEDGE AND SKILLS
- Significant experience of working as a field and remote IT technician.
- Experience of supporting primary care clinical systems such as Emis Web and SystmOne as well as other third party software and hardware dependencies. This includes for example Docman, patient call / patient check-in systems, spirometry and blood pressure monitoring software. This list is not exhaustive and may change as necessary in line with improvements in technology and service requirements
- Experience of Windows 10 / Windows 11 as an operating system.
- Excellent understanding of Microsoft Office 365 products.
- Understanding and experience of working with LAN and WAN technologies and network topologies. Knowledge of network installations, data cabling using switches, router and patch panels
- To analyse, interpret and support end user service logged activities in line with service specifications and security requirements
- To liaise with all ICO, GP and PCN employees at management and operational levels on endpoint hardware and software issues. Providing explanations of technical issues in non-technical language
- To provide training to users across the GP IT Practices, PCN, ICO its partners and 3rd parties on endpoint hardware and software as required
- To provide endpoint hardware and software training and support to all the IT support staff in the IT services department
- Excellent verbal and written communication
- Be able to communicate at all levels of the organisation including understanding speech and language difficulties either on the telephone or face to face
- Ability to communicate with ICO employees and external organisations complex analytical information
- Maximisation of existing ICO software resources utilising detailed knowledge of the software and an understanding of user requirements
- Required to use specialist software tools for the manipulation of data, fault diagnosis and repair of IT software/hardware
- Must be aware of electrical/data requirements and basic building regulations, consulting with the GP Practice, NHS Property Services or associated landlord on location of services if required
- Be able to analyse information and/or make decisions about the next course of action
- To monitor and maintain up-to-date information, systems records and provide regular IT endpoint statistical information
- To research and maintain an up to date awareness of technologies and future technologies to enable participation and advise on the benefits of using such technologies as a change enabler in order to influence long-term developments
- To create appropriate work plans, the implementation of the work plans, and the documentation to support conclusion and full audit pathway
- To analyse and interpret users requests in order to create appropriate work plans and effectively carry them out
- Keep up to date with departmental and ICO information, by attending meetings, seminars, reading appropriate communications and discussions with colleagues.
Job description
Job responsibilities
SECTION 1- MAIN RESPONSIBILITIES:
- Support the installation, configuration and maintenance of end user equipment, systems and software to deliver the ICT service
- To support endpoint hardware and software defined and any ICO supported equipment connected to the ICT network. This includes for example desktops, laptops, printers and scanners. This list of equipment is not exhaustive and will change as necessary in line with improvements in technology and service requirements
- The physical and remote deployment of hardware and software to ICT end users through the use of physical media, remote server based tools and applications. To support the software installed on all end point devices, including desktops and laptops. This list of equipment is not exhaustive and will change as necessary in line with improvements in technology and service requirements
- The physical and logical connection of hardware to the network to enable connectivity to support the service needs. To ensure that all security requirements are adhered to without exception, and that all standards and SOPs are followed
- Assist in the responsibility of ensuring ICT cabinets are maintained and left secure. To support team members, partners and third parties in locations such as data centres/communications cabinets with server and data centre end point equipment.
- Assist the ICT service project team in testing and supporting service migration activities that require IT engineering resource
- Liaise with users and suppliers in the event of any problems as well as supervise third party contractors and suppliers onsite at ICT locations as required.
- Keep the ITSM updated on the status and progress of incidents/jobs logged, including faults found and actions taken to address issues.
- Identify and notify all relevant team leads and IT managers of any potential problems as soon as recognised, including any issues that may result in SLA breaches
- Ensure incidents are responded to and resolved in accordance with ICO agreed service level agreements to support excellent customer service and processes
- To work effectively with all sections of the informatics function particularly the technical support teams to provide a range of services as follows:-
- Assistance in the creation of information/operational specifications
- Assistance in reviewing the provision of ICT solutions
- To provide documented processes where none exists, and improve and update any existing documentation to ensure continual improvement supporting the development, implementation, testing and maintenance of protocols and procedures to provide effective security and resilience of the ICT IT service in line with relevant legislation, policies and procedures
- Provide specialist knowledge and guidance on the technical aspects of systems and services, and act as local experts and reference points. This includes advising on new/evolving systems and technologies that would benefit the service and customer base
- Demonstrate robust data quality is kept at all times on IT service management tools, ensuring all security requirements are adhered to without exception, and that all standards and SOPs are followed
- Maintain ICT hardware stock to ensure relevant stock levels are sustained for business as usual services. Also assist in the disposal of old IT equipment, adhering to the ICOs disposal policy and departmental procedures
- To assist in maintaining the asset register of computer and network equipment
- Use of own vehicle to travel to all ICT locations, carry equipment such as desktop PCs, printers and laptops.
- To attend and actively participate in ICO and IT related courses
- To report any security breaches and risks within the ICO not limited to IT services
- Be responsible for the security of all IT buildings and assets
- The post holder will be a key holder for their respective place of work and will be expected to open/lock up the office dependant on their shift
- Ability to work outside normal office hours where required
- Any other duties as identified by team leader/IT managers
SECTION 2- KNOWLEDGE AND SKILLS
- Significant experience of working as a field and remote IT technician.
- Experience of supporting primary care clinical systems such as Emis Web and SystmOne as well as other third party software and hardware dependencies. This includes for example Docman, patient call / patient check-in systems, spirometry and blood pressure monitoring software. This list is not exhaustive and may change as necessary in line with improvements in technology and service requirements
- Experience of Windows 10 / Windows 11 as an operating system.
- Excellent understanding of Microsoft Office 365 products.
- Understanding and experience of working with LAN and WAN technologies and network topologies. Knowledge of network installations, data cabling using switches, router and patch panels
- To analyse, interpret and support end user service logged activities in line with service specifications and security requirements
- To liaise with all ICO, GP and PCN employees at management and operational levels on endpoint hardware and software issues. Providing explanations of technical issues in non-technical language
- To provide training to users across the GP IT Practices, PCN, ICO its partners and 3rd parties on endpoint hardware and software as required
- To provide endpoint hardware and software training and support to all the IT support staff in the IT services department
- Excellent verbal and written communication
- Be able to communicate at all levels of the organisation including understanding speech and language difficulties either on the telephone or face to face
- Ability to communicate with ICO employees and external organisations complex analytical information
- Maximisation of existing ICO software resources utilising detailed knowledge of the software and an understanding of user requirements
- Required to use specialist software tools for the manipulation of data, fault diagnosis and repair of IT software/hardware
- Must be aware of electrical/data requirements and basic building regulations, consulting with the GP Practice, NHS Property Services or associated landlord on location of services if required
- Be able to analyse information and/or make decisions about the next course of action
- To monitor and maintain up-to-date information, systems records and provide regular IT endpoint statistical information
- To research and maintain an up to date awareness of technologies and future technologies to enable participation and advise on the benefits of using such technologies as a change enabler in order to influence long-term developments
- To create appropriate work plans, the implementation of the work plans, and the documentation to support conclusion and full audit pathway
- To analyse and interpret users requests in order to create appropriate work plans and effectively carry them out
- Keep up to date with departmental and ICO information, by attending meetings, seminars, reading appropriate communications and discussions with colleagues.
Person Specification
Qulifications
Essential
- HNC/HND/Foundation Degree level qualification in an IT subject or equivalent experience
- Suitable education standard - A levels or equivalent
Desirable
- Achievement of ITIL Foundation qualification at V3
Experience
Essential
- Experience of desktop software & hardware configuration
- Experience of PC & peripheral hardware components
- Excellent understanding of Microsoft Office 365 products
- Awareness of data confidentiality
Desirable
- Experience of primary care information systems Emis Web / SystmOne
- Experience of server operating systems
- Experience of active directory
Skills
Essential
- Ability to interpret user requirements
- Excellent written and verbal communication skills
- Ability to deal with sensitive situations with tact and diplomacy
- Ability to prioritise conflicting requirements
- Excellent accuracy and attention to detail
- Experience as an IT Technician / Field Engineer
Person Specification
Qulifications
Essential
- HNC/HND/Foundation Degree level qualification in an IT subject or equivalent experience
- Suitable education standard - A levels or equivalent
Desirable
- Achievement of ITIL Foundation qualification at V3
Experience
Essential
- Experience of desktop software & hardware configuration
- Experience of PC & peripheral hardware components
- Excellent understanding of Microsoft Office 365 products
- Awareness of data confidentiality
Desirable
- Experience of primary care information systems Emis Web / SystmOne
- Experience of server operating systems
- Experience of active directory
Skills
Essential
- Ability to interpret user requirements
- Excellent written and verbal communication skills
- Ability to deal with sensitive situations with tact and diplomacy
- Ability to prioritise conflicting requirements
- Excellent accuracy and attention to detail
- Experience as an IT Technician / Field Engineer
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).
