Job summary
IT Support Engineers are responsible for the provision of expert advice across a range of information technology areas such as application, training, and hardware support.
Using a recognised IT Service Management system, support training and advice is delivered in accordance with the Trusts published service level agreements, information policies and good practice.
You will demonstrate the ability to comprehensively support mainstream applications and show the ability to investigate, assess, research, test and resolve complex issues on a variety of systems and hardware.
The role requires a good understanding and application of customer service throughout the lifecycle of requests. The Hornbill Enterprise Service Management system is the single source of records and updates for the users of our service.
Supporting the Trusts end user equipment which includes but is not limited to desktop equipment, printers, scanners, mobile devices. Some of these devices are used by clinicians and therefore require a fast response/fix rate in accordance with the Trusts agreed SLAs.
Main duties of the job
When updating requests, you are expected to follow the processes configured in the system while providing meaningful updates mindful that the data held in the system is viewable by the requesting user.
Engineers will be expected to be involved in all work relating to Windows operating system readiness and upgrades from reporting to implementation. This will involve liaising with suppliers who provide technical solutions to the Trust, reporting using tools such as SCCM. Installing hardware and testing systems. Developing standard operating procedures and proposing/implementing processes. Subsequently there is a requirement for communication and documentation skills, you will be expected to process confidential data, use remote support applications and work within Trust Information security policies.
Fully understand and advocate the use of ITIL principles such as Change Management, Incident Management, Demand Management, Problem Management Service Catalogue Management and Service Level Agreement Management in accordance to the local policies and procedures.
Responsible for ensuring that the team adhere to security measures in respect of IT equipment for the protection of the Trust IT service from hackers, computer viruses and any other such assaults.
About us
Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.
We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.
Details
Date posted
11 July 2025
Pay scheme
Agenda for change
Band
Band 5
Salary
£31,049 a year Per Annum (Pro Rata for Part Time)
Contract
Permanent
Working pattern
Full-time
Reference number
390-COR-SO-0504
Job locations
MSE
Southend on Sea
SS2 6GE
Employer details
Employer name
Mid and South Essex NHS Foundation Trust
Address
MSE
Southend on Sea
SS2 6GE
Employer's website
https://www.mse.nhs.uk (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
Privacy notice
Mid and South Essex NHS Foundation Trust's privacy notice (opens in a new tab)