Job summary
Senior IT Technician
IT Department
Band 6 £38,682 - £46,580 per annum + on call
Hours 37.5 hours per week, flexible, all MKUH roles will be considered for flexible working
A requirement has arisen to recruit an experienced Senior IT Technician for Milton Keynes Hospital.
As a Senior IT Technician, you will provide a High level of second line support, taking ownership of incidents and providing a high level of first time fix wherever possible or escalating accordingly. Also mentoring of existing staff, Problem management, change management and looking at innovation and automation of systems, also project work.
The role is predominantly user facing but also involves support via telephone, e-mail and the use of remote management software and includes out of hours on call duties.
This exciting opportunity necessitates the following technical abilities:
o A high level of IT Literacy with Microsoft products - specifically Windows 10 & 11, Office 365, Active Directory, InTune and Microsoft Azure
o The ability to troubleshoot PC, Operating System and application related problems through to resolution
o Knowledge of Support Packages including Service Management tools (Freshservice) and Remote Access tools such as Remote Assistance, Quick Assist , Real VNC.
o Experience of working in ITIL led environments would be a distinct advantage as would certification in MCDST
Please note that we are not able to offer sponsorship for this role.
Interview: w/c 13 October 2025
Main duties of the job
To provide advanced quality technical support and Problem-solving techniques, responsive and comprehensive Desktop Support service, incorporating support for all Trust staff as well as support and mentoring of IT support staff. All support activities are to be provided during the core operational hours of 08:00-17:00.
The post holder will be required to provide support by visiting the user where necessary in order to provide timely resolution to logged incidents ensuring SLAs are met and typically exceeded.
Other responsibilities will include the management of the Trusts' IT assets, IT Security, Network administration, managing complex projects and ensuring the smooth operation of technical systems and processes.
Candidates that have previously applied for other IT Technician roles need not apply again.
We reserve the right to close posts early if we receive a sufficient volume of applications. Unfortunately only short listed applicants will be contacted. Candidates with a disability that meet the minimum criteria will be guaranteed an interview. Disclosure and Baring Service Checks may be required for new employees.
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About us
Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.
As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.
We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.
Further investment is underway, including the construction of Oak Wards - a new ward block featuring two 24-bed wards - and the recently approved Women and Children's Centre, set to open by 2030.
Visit our website to explore the latest news and opportunities at MKUH - News - Milton Keynes University Hospital -
For further information about Milton Keynes please visit - Visit Milton Keynes
Job description
Job responsibilities
To succeed in this role the post holder will require good knowledge of IT systems and will be expected to develop a deep understanding of the Trusts current technologies and methodologies used throughout the Trust.
Support operations
The post holder will be responsible for delivery of an IT Support service to all Trust staff. In this capacity the post holder will be responsible for undertaking established and routine activities associated with Desktop support operations as directed by the Desktop Support Manager. This will include but not be limited to the following activities:
Ownership and management of IT incidents allocated to the engineer via Fresh Service. The post holder will be expected to own and manage the incident through the full incident lifecycle through to closure in line with the implementation of ITIL standards.
Applications
The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/EPR), Pathology System and a Radiology System through to an Office suite and our internally developed applications. Youll be expected to have, or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff.
Hardware
The post holder will be expected to provide expert support in all areas of hardware which may include, but not be limited to, desktop PCs, printers, laptops, mobile devices, other peripherals etc.
You will be expected to provide hardware support and work through sometimes complex problems to resolution. Prompt diagnosis and repair/replacement of faulty equipment is required to ensure Trust staff are able to work effectively and unhindered.
Documentation
The post holder will assist with the following activities:
The creation and on-going maintenance of knowledge databases used within the group.
The creation and on-going maintenance of self-help documentation to be used by and accessible to all Trust staff.
Communication
Effective and timely communications is an essential activity of the role and the IT Support Technician will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include:
Communicating the progress of logged incidents, problems and changes.
Assist with communication to key stakeholders and system owners in connection with major incidents (e.g. unscheduled outages causing significant disruption to Trust system users).
Service Improvement
The post holder will be expected to follow departmental and Trust SOPs, Policies and Procedures and will be required to provide feedback on IT service related items to ensure continual improvement of the IT Service.
Other
The post holder will have administrative access to a wide range of systems used throughout the Trust. The post holder will be expected to perform user administration tasks which will include but not be limited to:
Manage access to all IT systems ensuring that strong user authentication controls are in place at all times.
May on occasion be required to travel to other sites in order to resolve issues where remote support functionality is not available or not sufficient.
Please refer to the attached Job Description for further details.
Job description
Job responsibilities
To succeed in this role the post holder will require good knowledge of IT systems and will be expected to develop a deep understanding of the Trusts current technologies and methodologies used throughout the Trust.
Support operations
The post holder will be responsible for delivery of an IT Support service to all Trust staff. In this capacity the post holder will be responsible for undertaking established and routine activities associated with Desktop support operations as directed by the Desktop Support Manager. This will include but not be limited to the following activities:
Ownership and management of IT incidents allocated to the engineer via Fresh Service. The post holder will be expected to own and manage the incident through the full incident lifecycle through to closure in line with the implementation of ITIL standards.
Applications
The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/EPR), Pathology System and a Radiology System through to an Office suite and our internally developed applications. Youll be expected to have, or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff.
Hardware
The post holder will be expected to provide expert support in all areas of hardware which may include, but not be limited to, desktop PCs, printers, laptops, mobile devices, other peripherals etc.
You will be expected to provide hardware support and work through sometimes complex problems to resolution. Prompt diagnosis and repair/replacement of faulty equipment is required to ensure Trust staff are able to work effectively and unhindered.
Documentation
The post holder will assist with the following activities:
The creation and on-going maintenance of knowledge databases used within the group.
The creation and on-going maintenance of self-help documentation to be used by and accessible to all Trust staff.
Communication
Effective and timely communications is an essential activity of the role and the IT Support Technician will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include:
Communicating the progress of logged incidents, problems and changes.
Assist with communication to key stakeholders and system owners in connection with major incidents (e.g. unscheduled outages causing significant disruption to Trust system users).
Service Improvement
The post holder will be expected to follow departmental and Trust SOPs, Policies and Procedures and will be required to provide feedback on IT service related items to ensure continual improvement of the IT Service.
Other
The post holder will have administrative access to a wide range of systems used throughout the Trust. The post holder will be expected to perform user administration tasks which will include but not be limited to:
Manage access to all IT systems ensuring that strong user authentication controls are in place at all times.
May on occasion be required to travel to other sites in order to resolve issues where remote support functionality is not available or not sufficient.
Please refer to the attached Job Description for further details.
Person Specification
Qualifications and knowledge
Essential
- IT Related NVQ Level 3 or A Levels(or equivalent qualification/relevant experience)
- Degree or equivalent qualification/relevant experience
- Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience
- Evidence of continual personal development
Experience
Essential
- Significant experience in the IT industry
- Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology
- Demonstrable intermediate level knowledge and experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment
- Intermediate level understanding of PC/Laptop security fundamentals
- Previous experience working in a Desktop support role
- Previous experience of using Service Desk Management Tools
- Previous experience of using Microsoft administration tools
Desirable
Skills
Essential
- Sound analytical and problem solving skills
- Ability to form excellent relationships and influence and negotiate effectively in order to deliver results and commitment to customer service
- Commitment to continuous professional development personally
- Ability to work without direct supervision
Personal and people development
Essential
- Ability to remain calm and composed in high pressure situations
- Self-motivated and able to work to tight deadlines with a flexible approach to work
- Able to form good working relationships with staff in the Trust and partner organisations
- Willing to develop own skills and knowledge
- Ability to work as a member of a team
- Excellent inter-personal skills
- Ability to work in a busy environment where continuous interruptions and re-prioritisation of workload is to be expected
Communication
Essential
- Ability to interpret and communicate complex technical information to both technical and non-technical staff
- Ability to communicate effectively to both clinical and non-clinical staff at all levels throughout the organization
- Requires excellent communication skills both verbal and written and have the ability to communicate effectively, both formally and informally to all levels of staff
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
Person Specification
Qualifications and knowledge
Essential
- IT Related NVQ Level 3 or A Levels(or equivalent qualification/relevant experience)
- Degree or equivalent qualification/relevant experience
- Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience
- Evidence of continual personal development
Experience
Essential
- Significant experience in the IT industry
- Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology
- Demonstrable intermediate level knowledge and experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment
- Intermediate level understanding of PC/Laptop security fundamentals
- Previous experience working in a Desktop support role
- Previous experience of using Service Desk Management Tools
- Previous experience of using Microsoft administration tools
Desirable
Skills
Essential
- Sound analytical and problem solving skills
- Ability to form excellent relationships and influence and negotiate effectively in order to deliver results and commitment to customer service
- Commitment to continuous professional development personally
- Ability to work without direct supervision
Personal and people development
Essential
- Ability to remain calm and composed in high pressure situations
- Self-motivated and able to work to tight deadlines with a flexible approach to work
- Able to form good working relationships with staff in the Trust and partner organisations
- Willing to develop own skills and knowledge
- Ability to work as a member of a team
- Excellent inter-personal skills
- Ability to work in a busy environment where continuous interruptions and re-prioritisation of workload is to be expected
Communication
Essential
- Ability to interpret and communicate complex technical information to both technical and non-technical staff
- Ability to communicate effectively to both clinical and non-clinical staff at all levels throughout the organization
- Requires excellent communication skills both verbal and written and have the ability to communicate effectively, both formally and informally to all levels of staff
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
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.
