Job summary
We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of community health and how CHEC can play an innovative part in making this great, with your help.
If you are care focused and looking to join an organisation that is thriving on success, then CHEC is your employer of choice!
Main duties of the job
We are looking for someone to lead support initiatives, managing support requests, and fostering a customer-focused environment that ensures high-quality IT service delivery in line with a suite of service level agreements.
The Lead Support Engineer will be responsible for managing the technical support team, ensuring efficient resolution of IT issues, and maintaining the operational integrity of IT services.
The successful candidate will thrive in a busy, fast-paced working environment.
About us
Since 2012, CHEC has been working with the NHS to increase patient choice and provide better access to exceptional, timely, locally-based ophthalmology and gastroenterology care free at the point of care.
CHEC has a nationwide portfolio of over 25 community hospitals and clinics operating in a unique hub-and-spoke model. We are proud to have a role alongside colleagues in the NHS, offering patients the choice of access to essential procedures and help achieve the best possible clinical outcomes.
CHEC are clinician-led and the priority always is our patients - our dedicated team of experienced healthcare professionals are committed to delivering personalised and compassionate patient care. In 2023/24, we achieved a 97.83% customer satisfaction rating, with 99.78% of patients saying they would recommend CHECs services to family and friends.
We continue to expand our community-based offering of vital healthcare to patients across England, recently launching ENT (Ear, Nose and Throat) and Dermatology services. These services are Consultant-led and support GPs with diagnosing and managing common skin and Ear, Nose and Throat complaints.
Job description
Job responsibilities
We are looking for someone who can:
Manage the daily operations of the technical support team, ensuring timely and effective resolution of IT issues.
Monitor support ticketing systems to track, prioritise and resolve service requests efficiently.
Obtain feedback from stakeholders on the service and develop and implement support processes and procedures to improve service delivery and customer satisfaction.
Lead the identification, investigation and resolution of recurring IT issues to prevent future incidents.
Coordinate with other IT teams to escalate and resolve complex issues promptly.
Ensure thorough documentation of incidents, problems and solutions in the knowledge base.
Maintain and support IT systems, networks and related infrastructure, ensuring continuous availability and optimal performance.
Perform regular system and network health checks, updates and backups.
Conduct regular security audits and risk assessments to identify and mitigate potential vulnerabilities.
Mentor and develop support engineers, providing guidance and training to enhance their skills and knowledge.
What youll bring to the role:
Extensive experience with maintaining and supporting IT systems, networks and infra-structures.
Strong knowledge of Microsoft Office365, Azure and related solutions.
Proficiency in managing secure network infrastructures, including familiarity with Cisco Meraki products.
Ability to troubleshoot and resolve complex technical issues.
Strong analytical skills to assess system performance and implement improvements.
Excellent communication skills to engage with stakeholders across all levels, including conveying technical concepts to non-technical audiences.
Why work for us?
23 days holidays plus bank holidays
Buy and sell annual leave scheme
Refer a friend scheme
Company pension
Company sick pay scheme
Life assurance scheme
Bluelight Card- 100s of discount and cashback options
Performance review with a training and development plan
Employee discounts portal
Gym membership discounts
MediCash
Cycle to work scheme
Tech scheme
Job description
Job responsibilities
We are looking for someone who can:
Manage the daily operations of the technical support team, ensuring timely and effective resolution of IT issues.
Monitor support ticketing systems to track, prioritise and resolve service requests efficiently.
Obtain feedback from stakeholders on the service and develop and implement support processes and procedures to improve service delivery and customer satisfaction.
Lead the identification, investigation and resolution of recurring IT issues to prevent future incidents.
Coordinate with other IT teams to escalate and resolve complex issues promptly.
Ensure thorough documentation of incidents, problems and solutions in the knowledge base.
Maintain and support IT systems, networks and related infrastructure, ensuring continuous availability and optimal performance.
Perform regular system and network health checks, updates and backups.
Conduct regular security audits and risk assessments to identify and mitigate potential vulnerabilities.
Mentor and develop support engineers, providing guidance and training to enhance their skills and knowledge.
What youll bring to the role:
Extensive experience with maintaining and supporting IT systems, networks and infra-structures.
Strong knowledge of Microsoft Office365, Azure and related solutions.
Proficiency in managing secure network infrastructures, including familiarity with Cisco Meraki products.
Ability to troubleshoot and resolve complex technical issues.
Strong analytical skills to assess system performance and implement improvements.
Excellent communication skills to engage with stakeholders across all levels, including conveying technical concepts to non-technical audiences.
Why work for us?
23 days holidays plus bank holidays
Buy and sell annual leave scheme
Refer a friend scheme
Company pension
Company sick pay scheme
Life assurance scheme
Bluelight Card- 100s of discount and cashback options
Performance review with a training and development plan
Employee discounts portal
Gym membership discounts
MediCash
Cycle to work scheme
Tech scheme
Person Specification
Additional Criteria
Essential
- Extensive experience with maintaining and supporting IT systems, networks and infra-structures.
- Strong knowledge of Microsoft Office365, Azure and related solutions.
- Proficiency in managing secure network infrastructures, including familiarity with Cisco Meraki products.
- Ability to troubleshoot and resolve complex technical issues.
- Strong analytical skills to assess system performance and implement improvements.
- Excellent communication skills to engage with stakeholders across all levels, including conveying technical concepts to non-technical audiences.
Person Specification
Additional Criteria
Essential
- Extensive experience with maintaining and supporting IT systems, networks and infra-structures.
- Strong knowledge of Microsoft Office365, Azure and related solutions.
- Proficiency in managing secure network infrastructures, including familiarity with Cisco Meraki products.
- Ability to troubleshoot and resolve complex technical issues.
- Strong analytical skills to assess system performance and implement improvements.
- Excellent communication skills to engage with stakeholders across all levels, including conveying technical concepts to non-technical audiences.
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.
