Network & Systems Engineer

Job responsibilities

Responsibilities

1. Play an active role in the planning, deployment and maintenance of technical systems.
2. Liaise with suppliers in accordance with service contacts and service level agreements so as to minimise disruption to customer systems.
3. Liaise with customers and their representatives in line with service level agreements.
4. Complete business as usual activities for internally managed, hosted systems and customer systems as required.
5. Resolve incidents, problems and service requests logged via the service management tool, in line with agreed service level agreements. Working closely with 1st and 2nd line colleagues.
6. Provide technical supervision to more junior technical staff.
7. Maintain and repair highly complex hardware and software applications/information systems to meet the needs of customers and the business.
8. Regularly undertake formal tests of repaired, installed and/or adapted equipment and software.
9. To implement policies created by more senior staff for own area of expertise.
10. To recommend changes to policy and working practices to improve quality and meet national/organisational change.
11. To be aware of, adhere to and implement team plans and policies.
12. Accurately audit, document and maintain records of additions, modifications or removals of components of the ICT Infrastructure.
13. Propose policy and service changes which impact beyond own area of activity. Such as providing advice and guidance to users and other IT professionals on IT policy and procedures.
14. Cascade training and learning from specialist IT courses to colleagues within the Team.
15. Undertake pro-active monitoring of alerts and related resolution activities.
16. Support SSHIS and trust IM&T colleagues in the planning, development and implementation of IM&T network and systems processes and systems.
17. Provide coordination of, and participate in, relevant internal and external working groups and providing advice and support where requested.
18. Work with all LHE staff to develop a culture of valuing IT, information and security to support improvements in health care using digital as a key enabler.
19. Adhere to good practice change control procedures and adhere to relevant local and NHS policies
20. Be flexible and adjust work schedules to meet post requirements
21. To participate in internal forums and meetings as required
22. Contribute to the creation of technical documentation with a clear understanding of the business and service user needs
23. Acquire and maintain detailed knowledge of technologies so that enquiries can be clearly and quickly addressed
24. Maintain an awareness of changes to software, hardware, and technologies that could impact on core customer activities
25. Identify opportunities where technological advancements can be applied to better use of that technologies use across the LHE.
26. Use judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for cyber incidents and problems not progressing satisfactorily
27. Ensure organisational policies are applied in own work environment

Systems & Equipment

1. Responsible for the installation, maintenance, repair and safe use of expensive and highly complex physical assets such as network and hardware/software infrastructure on a day to day basis on behalf of customers across the Local Health Economy (LHE) and other NHS organisations/national applications.

Decisions and Judgements

1. Use initiative and judgment when dealing with a potential wide range of IM&T issues.
2. Adapt practice to meet individual customer requirements, independently analysing situations and taking into consideration complex facts and interpreting these appropriately when problem solving.
3. Appraise complex information in order to make a judgment of complex facts that require analysis, interpretation and comparison of a range of options.

Communication and relationships

1. Communicate highly complex information some of which may be sensitive or contentious with both internal staff and customer representatives.
2. Demonstrate negotiation skills in the management of conflict across a range of situations.
3. Represent the SSHIS on committees, local and national user groups and at conferences as and when required.
4. Maintain good relationships and communication between SSHIS and its customers.
5. Maintain a customer service focus at all times.

Physical demands of the job

1. Advanced keyboard skills: Must have a highly developed skill in the use of computer keyboards to ensure data entry is both accurate and timely for the maintenance and support of complex and business critical servers and infrastructure.
2. Must have an ability to use fine tools when dealing with internals on hardware and other technical equipment.
3. May be required to occasionally carry or move heavy equipment without aids.
4. May occasionally be required to work in dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cabling runs.
5. Occasional requirement to use road transportation.

Most challenging/difficult parts of the job

1. Operate under considerable pressure in a challenging inter-organisational environment.
2. Interpretation of national guidance and international standards and legislation.
3. May have to impart unwelcome news to customers, g. where a technical fault has caused issues with access to business critical applications
4. May be required to handle interruptions during times of concentration so as to be able to deal with staff/customer queries.
5. Maintaining specialist knowledge of a range of ever changing IT software, hardware and infrastructure.

Qualifications

Essential

• Degree in a relevant subject or equivalent experience
• Works at Post Graduate Diploma level or has extensive equivalent experience
• Foundation Certificate ITIL Service Management or equivalent level of knowledge and experience
• Evidence of successful completion of specialist short course.
• Evidence of on-going personal and professional development

Desirable

• Post-graduate certificate in an IT related subject
• Microsoft Certified Professional Qualification
• Cisco Networking Qualification
• IT Security Qualification

Experience

Essential

• Significant experience of working in a Microsoft based technical support role across both desktop and server environments.
• Extensive experience of working in an IT Support role.
• Extensive experience of supporting server OR networking technologies
• Experience of IM&T delivery in a healthcare environment
• Practical experience of proactive support activities to minimise technical faults

Desirable

• Experience of working with cloud technologies such as MS Azure and Office 365.
• Experience of ITIL methodologies, including Change Management, Problem Management, Incident Management and CSI.
• Extensive experience of supporting server AND networking technologies
• Experience of supporting enterprise storage and Storage Area Network (SAN) platforms.
• Experience of supporting enterprise class unified communications systems and VOIP

Skills and Knowledge

Essential

• Broad knowledge of and confident use of Microsoft desktop operating systems and applications.
• Able to identify new ways of using IM&T in the workplace and provide advice in line with the HIS business plan and team objectives.
• A good understanding of informatics systems, services and technologies
• Well established knowledge of a range of software and hardware tools relevant to the specialist systems supported.
• Able to coordinate and work collaboratively across multiple organizations
• Ability to cascade and share learning on new IT processes, and issues related to users to other members of the Team.
• Demonstrated capability to act upon incomplete information, using experience to make inferences and decision making
• Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude
• Ability to analyse a range of complex technical issues and propose interim/ permanent resolution as appropriate
• Able to plan and organise tasks and activities that may take place over a period of time; log and assign calls and actions in the service management tool.

Desirable

• Working knowledge of Cisco routing and switching hardware.
• Working knowledge of Netapp Storage Area Network (SAN) technology.
• Working knowledge of CommVault Backup Technologies.
• Specialist knowledge and expertise in Service Management such as ITIL Lifecycle Stream

Personal Attributes

Essential

• Effective verbal, written and presentational communication skills
• Have the ability to choose phrases and terminology appropriate to audience to assist in their understanding of the subject matter
• Capable of sustained high quality effort over long periods
• Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often changing timescales
• Capable of working as a self-contained, self-motivated employee yet also able to work as a team and support colleagues when necessary
• Adaptable and flexible approach to duties to meet deadlines
• Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude.
• Able to record data accurately.
• Able to work effectively in a crisis situation during a major incident, supporting colleagues and customers.
• Flexibility to work on the on-call rota

Desirable

• Able to negotiate in difficult circumstances.
• Effective influencing and negotiation skills, to assist in the motivation of others
• The promotion of equality of opportunity and good working relations (providing practical leadership)

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).