Job summary
3 Positions available. One at each ULHT site (Lincoln County Hospital, Pilgrim Hospital and Grantham & District Hospital)
The Service Delivery Engineer provides technical 2nd Level support, as part of the 2nd line team, to:
- National, trust and departmental projects.
- Supported internal and external ICT systems
- Supported telephony and telecommunications systems
- Support to satellite sites
As part of the ICT Emergency on-call rota, the Service Delivery Engineer provides out-of-hours emergency ICT cover for systems and services covered by on-call and is the point of contact for other teams as and when required for further assistance.
The Service Delivery Engineer is a customer-facing role and it is expected that anyone who holds this position will conduct themselves in a professional manner as described and defined in the ULHT Staff Charter.
Main duties of the job
Provide 1st, 2nd and managed 3rd level technical support to Trust system users and to external users of systems provided and/or supported by the ICT Department. This will include liaising with 3rd party support providers and suppliers and other ICT and internal Trust and NHS departments, with regular travel to satellite sites
About us
Our Trust is situated in the beautiful county of Lincolnshire and is one of the biggest acute hospital trusts in England, serving a population of more than 700,000 people. We provide acute and specialist services to people in Lincolnshire and neighbouring counties. We have an annual income of £643 million (20/21) and we employ nearly 8,500 people.
Our Board have recently agreed a new vision statement - "Outstanding Care Personally Delivered" - stating their ambition for our Trust to be among the best.
We also have a five year Integrated Improvement Plan setting out how we will achieve our strategic objectives, for patients, services, people and partners, the last recognising that our future success depends on our ability to ensure the Lincolnshire healthcare system is successful in achieving its ambition to help people live healthier lives and provide care closer to where people live.
Our latest CQC report increased our ratings for being effective and well-led from 'Requires Improvement' to 'Good'. Our rating for caring remained as 'Good'.
This is in recognition of the huge amount of work that our amazing staff have done to improve the quality of care for our patients in recent years.
We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated
Job description
Job responsibilities
Ensure ICT and system records, including the Asset registers and user databases, are maintained accurately and kept up to date.
To record and update all support requests using the trust ICT Support systems, promptly, updating customers with progress where required. Troubleshooting issues and evaluating requests thoroughly and resolving or escalating as appropriate.
To ensure equipment provided by the ICT department is fit for purpose and suggest/provide upgrades and replacements where the appropriate process and need warrants it, ensuring any appropriate recharge or procurement processes are followed To decommission all redundant equipment fully and in line with decommissioning and data sanitisation policies, standard operating procedures (SOPs).
To ensure that all health and safety requirements are met and provisions observed, raising appropriate incidents and/or taking remedial action where potential risks and issues are identified.
Provide initial training and instruction to new users and/or for new equipment where supported by ICT. Create or update documentation describing the setup and support of systems and services.
To provide technical support to approved national, trust and departmental projects including product and equipment evaluation and testing, configuration and deployment in line with project and programme timescales and deadlines. This may also include authoring documentation and designing process flows for configuration and deployment.
Ensure data protection and cybersecurity policies and guidelines are adhered to in all areas of personal work and across the scope of this post; reporting breaches or suspected breaches through correct channels and providing advice where appropriate.
Other duties commensurate with the role, responsibility and grade as discussed and directed by the line manager and with appropriate training.
To actively pursue Continual Professional Development making effective use of all training provisions from internal programmes to regional and national providers. To ensure mandatory training requirements are adhered to and compliance is maintained.
Be ready and able to travel to all sites for regular and emergency support functions, with use of Trust vehicles.
Job description
Job responsibilities
Ensure ICT and system records, including the Asset registers and user databases, are maintained accurately and kept up to date.
To record and update all support requests using the trust ICT Support systems, promptly, updating customers with progress where required. Troubleshooting issues and evaluating requests thoroughly and resolving or escalating as appropriate.
To ensure equipment provided by the ICT department is fit for purpose and suggest/provide upgrades and replacements where the appropriate process and need warrants it, ensuring any appropriate recharge or procurement processes are followed To decommission all redundant equipment fully and in line with decommissioning and data sanitisation policies, standard operating procedures (SOPs).
To ensure that all health and safety requirements are met and provisions observed, raising appropriate incidents and/or taking remedial action where potential risks and issues are identified.
Provide initial training and instruction to new users and/or for new equipment where supported by ICT. Create or update documentation describing the setup and support of systems and services.
To provide technical support to approved national, trust and departmental projects including product and equipment evaluation and testing, configuration and deployment in line with project and programme timescales and deadlines. This may also include authoring documentation and designing process flows for configuration and deployment.
Ensure data protection and cybersecurity policies and guidelines are adhered to in all areas of personal work and across the scope of this post; reporting breaches or suspected breaches through correct channels and providing advice where appropriate.
Other duties commensurate with the role, responsibility and grade as discussed and directed by the line manager and with appropriate training.
To actively pursue Continual Professional Development making effective use of all training provisions from internal programmes to regional and national providers. To ensure mandatory training requirements are adhered to and compliance is maintained.
Be ready and able to travel to all sites for regular and emergency support functions, with use of Trust vehicles.
Person Specification
Qualifications
Essential
- Degree level qualification in an ICT related subject or equivalent experience
- Equivalent qualifications or professional experience may be also be accepted.
- Evidence of recent, relevant and ongoing personal and professional development
Desirable
- Evidence of personal training and development beyond academic requirements
- Work experience in an IT or healthcare environment
Previous Experience
Essential
- Experience of providing ICT Technical support for hardware, software and network environments
Desirable
- Experience of providing ICT support for a telecoms or network environment and/or for servers
- Previous experience of working in the NHS
Evidence of Particular; Knowledge, Skills and Aptitudes
Essential
- Ability to evidence/demonstrate key values and behaviours in line with the Trust framework
Desirable
- Knowledge and experience of IP telephony systems and solutions Knowledge and experience of managing and maintaining database solutions e.g. SQL server Knowledge and experience of software deployment and update systems e.g. SCCM Knowledge and experience of configuring and maintaining DHCP and DNS systems
Specific Requirements
Essential
- Confident, self-motivated and enthusiastic Methodical approach to work, logical and numerate Ability to work under pressure and prioritise work Flexible approach to work outside normal office hours, when and if the need arises.
- Ability to travel across sites/country daily
Desirable
- Able to demonstrate previous experience in a customer based organisation
Person Specification
Qualifications
Essential
- Degree level qualification in an ICT related subject or equivalent experience
- Equivalent qualifications or professional experience may be also be accepted.
- Evidence of recent, relevant and ongoing personal and professional development
Desirable
- Evidence of personal training and development beyond academic requirements
- Work experience in an IT or healthcare environment
Previous Experience
Essential
- Experience of providing ICT Technical support for hardware, software and network environments
Desirable
- Experience of providing ICT support for a telecoms or network environment and/or for servers
- Previous experience of working in the NHS
Evidence of Particular; Knowledge, Skills and Aptitudes
Essential
- Ability to evidence/demonstrate key values and behaviours in line with the Trust framework
Desirable
- Knowledge and experience of IP telephony systems and solutions Knowledge and experience of managing and maintaining database solutions e.g. SQL server Knowledge and experience of software deployment and update systems e.g. SCCM Knowledge and experience of configuring and maintaining DHCP and DNS systems
Specific Requirements
Essential
- Confident, self-motivated and enthusiastic Methodical approach to work, logical and numerate Ability to work under pressure and prioritise work Flexible approach to work outside normal office hours, when and if the need arises.
- Ability to travel across sites/country daily
Desirable
- Able to demonstrate previous experience in a customer based organisation
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).
Employer details
Employer name
United Lincolnshire Hospitals NHS Trust
Address
Lincoln County Hospital, Pilgrim Hospital, Grantham & District Hospital
Lincoln, Boston and Grantham
LN2 5QY
Employer's website
https://www.ulh.nhs.uk/ (Opens in a new tab)
