Job summary
An exciting job opportunity has arisen for a Technical Support Engineer to help support our partner organisations, providing business as usual (BAU), assurance and system support to NHS Informatics Merseyside's existing and future customer organisations.
The aim of this role is to work within a close, friendly and supporting technical support team to provide technical support and development for systems and services used by those we support, resolving incidents from the Service Desk in order to maintain 'business as usual'.
As part of this role, you will act as a member of the Technical Support Team, providing both third line support and technical development. You will also assist in service improvement with the implementation of key technical projects.
About you - The successful candidate will possess:
Ability to communicate and understand complex technical information
Ability to work unsupervised, able to manage own time and workload
Problem solving, logical troubleshooting and analytical skills
This list is not exhaustive. For more information, please refer to the attached Job Description and functional requirements. The successful candidate will receive appropriate coaching, training and mentoring to help develop the skills and experience required to undertake the role
Main duties of the job
Manage and resolve third line incidents assigned to the Technical Support Engineer by the Technical Support Resolver Group manager in accordance with the IM Incident Management process.
Accurately and concisely record incident actions within the Service Management Software.
Conserve the Client/Server Infrastructure and system management utilities used in IM - performing server administration and troubleshooting.
Contribute to the implementation of technical projects.
Produce documentation for new and existing systems.
Participate in out-of-hours support / on-call rota due to the growing requirement to provide IT support to partner organisations outside 'normal business hours'
About us
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to 'perfect care' - care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Flexible working requests will be considered for all roles.
Job description
Job responsibilities
Be an escalation point for the 1st and 2nd line team along with the Technical Support Engineers.
Delegate incidents or work on incidents with other members of the Technical Services team.
Provide specialist advice to team members and other IT Operations support staff.
Accurate, concise recording of Incident updates within the Service Management Software.
Record appropriate resolution details in the service management software, selecting the relevant resolution categories contributing to the IM Knowledge Base.
Assist in reactive and pro-active problem management activities as defined by the Problem Manager.
Be fully conversant with the Client/Server Infrastructure and system management utilities used in IM, performing Advanced Server Support and troubleshooting.
Create, update and authorise technical procedures for use by members of the Technical Support team and other IT Operations staff.
May be required to participate in an out of hours on-call rota, sometimes working autonomously to resolve IT incidents critical to our partners and customers. This may involve visits to all PO areas where IT is used, which includes but not limited to patient areas such as wards, labs, theatres, AED etc.
Technically Support all aspects of server infrastructure and also proactively monitor server room equipment under direction of the Technical Support Manager.
Assume a technical lead role on short/long term PO wide projects. This involves communicating with and providing specialist technical advice to 3rd parties and PO departments. Also, devising a technical strategy and solution in conjunction with Technical Specialists as the project develops.
Attend meetings/project boards and provide technical advice relating to varying TS matters.
Identify working process/policy improvements and propose changes to the TS Manager.
Raise and submit RFCs in accordance with the Change Management Process for all minor/major changes to PO IT systems. Also represent these changes at the Change Advisory Board and provide specialist advice on other changes to the members of the CAB.
Occasional requirement to move and install heavy equipment in excess of 20KG.
Install, configure, and manage the POs Virtual and Physical infrastructure. This includes, but not limited to, provisioning the storage from SAN/NAS devices, building the hypervisor and also creating virtual servers.
Advise on the design of the POs major/minor information systems and software including database clusters, e-mail, file servers, collaboration software and bespoke clinical and business applications such as PAS, EDMS, EPMA and Pathology. Additional duties include supporting and advising on the procurement, installation and configuring of such systems.
Able to cope with occasional stressful or emotional conditions i.e., during periods of high call volumes, critical system failure and DR situations.
Assist with all server related security tasks, which may include recommendations, patching, configuration work, etc.
Job description
Job responsibilities
Be an escalation point for the 1st and 2nd line team along with the Technical Support Engineers.
Delegate incidents or work on incidents with other members of the Technical Services team.
Provide specialist advice to team members and other IT Operations support staff.
Accurate, concise recording of Incident updates within the Service Management Software.
Record appropriate resolution details in the service management software, selecting the relevant resolution categories contributing to the IM Knowledge Base.
Assist in reactive and pro-active problem management activities as defined by the Problem Manager.
Be fully conversant with the Client/Server Infrastructure and system management utilities used in IM, performing Advanced Server Support and troubleshooting.
Create, update and authorise technical procedures for use by members of the Technical Support team and other IT Operations staff.
May be required to participate in an out of hours on-call rota, sometimes working autonomously to resolve IT incidents critical to our partners and customers. This may involve visits to all PO areas where IT is used, which includes but not limited to patient areas such as wards, labs, theatres, AED etc.
Technically Support all aspects of server infrastructure and also proactively monitor server room equipment under direction of the Technical Support Manager.
Assume a technical lead role on short/long term PO wide projects. This involves communicating with and providing specialist technical advice to 3rd parties and PO departments. Also, devising a technical strategy and solution in conjunction with Technical Specialists as the project develops.
Attend meetings/project boards and provide technical advice relating to varying TS matters.
Identify working process/policy improvements and propose changes to the TS Manager.
Raise and submit RFCs in accordance with the Change Management Process for all minor/major changes to PO IT systems. Also represent these changes at the Change Advisory Board and provide specialist advice on other changes to the members of the CAB.
Occasional requirement to move and install heavy equipment in excess of 20KG.
Install, configure, and manage the POs Virtual and Physical infrastructure. This includes, but not limited to, provisioning the storage from SAN/NAS devices, building the hypervisor and also creating virtual servers.
Advise on the design of the POs major/minor information systems and software including database clusters, e-mail, file servers, collaboration software and bespoke clinical and business applications such as PAS, EDMS, EPMA and Pathology. Additional duties include supporting and advising on the procurement, installation and configuring of such systems.
Able to cope with occasional stressful or emotional conditions i.e., during periods of high call volumes, critical system failure and DR situations.
Assist with all server related security tasks, which may include recommendations, patching, configuration work, etc.
Person Specification
Knowledge/Experience
Essential
- Significant Experience in a 2nd/3rd line support role
- Strong background of using Microsoft Office 365 applications (or equivalent experience)
Desirable
- Experience working in an NHS IT Technical support team
Qualifications
Essential
- ITIL4 Foundation MCSA (Microsoft Certified Systems Administrator) or equivalent experience
- HND or equivalent experience
Desirable
- Member of UK Council of Health Informatics Professionals (UKCHIP)
- VMware Certified Professional (VCP) or equivalent experience
- MCSE (Microsoft Certified Systems Engineer)
Skills
Essential
- Ability to work unsupervised, able to manage own time and workload
- Ability to communicate and understand complex technical information
- Ability to explain technical issues in a nontechnical and nonthreatening way to users
- Participate in technical meetings, both internal and external
- Problem solving, logical troubleshooting and analytical skills
- Ability to frequently travel within the North Mersey community
- vSphere
- Exchange
- O365 Administration
- Azure
- Storage solutions
- DR solutions
- Strong communication skills
- Data Backup Solution
Values
Essential
- Communication: To be an open, engaging and listening organisation.
- Ownership: To ensure every individual makes a positive contribution demonstrating leadership and accountability
- Respect: To act with dignity and respect at all times, ensuring all opinions are valued
- Excellence: To be committed to providing an innovative, high quality, customer focused service.
Person Specification
Knowledge/Experience
Essential
- Significant Experience in a 2nd/3rd line support role
- Strong background of using Microsoft Office 365 applications (or equivalent experience)
Desirable
- Experience working in an NHS IT Technical support team
Qualifications
Essential
- ITIL4 Foundation MCSA (Microsoft Certified Systems Administrator) or equivalent experience
- HND or equivalent experience
Desirable
- Member of UK Council of Health Informatics Professionals (UKCHIP)
- VMware Certified Professional (VCP) or equivalent experience
- MCSE (Microsoft Certified Systems Engineer)
Skills
Essential
- Ability to work unsupervised, able to manage own time and workload
- Ability to communicate and understand complex technical information
- Ability to explain technical issues in a nontechnical and nonthreatening way to users
- Participate in technical meetings, both internal and external
- Problem solving, logical troubleshooting and analytical skills
- Ability to frequently travel within the North Mersey community
- vSphere
- Exchange
- O365 Administration
- Azure
- Storage solutions
- DR solutions
- Strong communication skills
- Data Backup Solution
Values
Essential
- Communication: To be an open, engaging and listening organisation.
- Ownership: To ensure every individual makes a positive contribution demonstrating leadership and accountability
- Respect: To act with dignity and respect at all times, ensuring all opinions are valued
- Excellence: To be committed to providing an innovative, high quality, customer focused service.
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.
