NHS Business Services Authority

Infrastructure Support Specialist

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Job summary

This is a key role within the NHSBSA, the Infrastructure specialist will work as part of a team in supporting the DDAT Infrastructure, Voice and Data network services to ensure the provision of an efficient and reliable service across all our offices.

The post holder will be responsible for managing a range of IT Infrastructure, voice and data networks provided by both internal and external service providers to support the DDAT Strategy, including the implementation, management and on-going support. Uses specialist technical and business knowledge and co-ordination skills to manage the day to day operational activities and relationship between the service function and business areas, ensuring a unified approach to service delivery from the initial service design to service decommission.

The post holder will be required to work across the NHSBSA's locations and will therefore be required to undertake a degree of travel across the country.

What do we offer?

27 days leave (increasing with length of service) plus 8 bank holidaysFlexible working (we are happy to discuss options such as compressed hours)Flexi timeHybrid working model (we are currently working largely remotely)Career developmentActive wellbeing and inclusion networksExcellent pensionNHS Car lease schemeAccess to a wide range of benefits and high street discounts!

Main duties of the job

Proven experience in developing and implementing and supporting a range of ICT solutions and design strategies in a multi supplier environment.Proven ability to undertake detailed analysis of technical designs and provide the business with technical assurance of supplier designs and proposalsSubstantial knowledge and experience in supporting a wide range of ICT Services including telecoms, data networks and Server Infrastructure Systems.Knowledge of various infrastructure services including Microsoft Server, Active Directory, DNS, DHCP, GPO, PowerShell, ExchangeExperience of effective stakeholder management.Significant experience in supporting and troubleshooting complex ICT SolutionsKnowledge and experience of network/firewall technologiesMicrosoft products & technologies - Azure/Active Directory, Office 365 with emphasis on Exchange Online and SharePoint.Microsoft System Centre Configuration Manager (SCCM) administration,Microsoft Server Clustering Experience,Knowledge and experience of SAN and NAS storage administration

About us

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these, and much more.

Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women's networks help our colleagues to be their authentic selves at work.

At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.

We are the NHS delivering for the NHS.

Date posted

19 July 2024

Pay scheme

Agenda for change

Band

Band 7

Salary

£43,742 to £50,056 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

914-BSA4712

Job locations

Stella House

Goldcrest way, Newburn Riverside

Newcastle Upon Tyne

NE15 8NY

Job description

Job responsibilities

In this role, you are responsible for:

Technical Operations

As an Infrastructure Support Specialist you will support the Infrastructure Support Manager/Head of Technology Operations to deliver innovative ICT projects, support and develop the current ICT Infrastructure, Network, Systems, Telephony and Desktop Platforms while delivering excellent customer service and system availability in line with Service Level Agreements, while using ITIL processes and other service delivery frameworks.

Working with key suppliers, support the configuration and ongoing management of the BSA network environment;

Translate business requirements for IT services into technical deliverables within the network environment. It will require a thorough understanding of industry trends and opportunities;

Sustain a lead position within technology solutions and bring expertise in terms of Microsoft Azure environments, networking and telephony systems and solutions;

Ensure BSA networks operate securely, ensuring the confidentiality, integrity and availability of key business systems,

Ensure robust monitoring and alerting of the network environment is effectively managed

Ensuring that a comprehensive network patching scheme is enforced and maintained across BSA networks.

Liaise with suppliers in obtaining quotations for goods and services appropriate to the department;

Organise enhancements and upgrades as and when required through change control.

Ensure that comprehensive technical and system documentation is established, updated and maintained;

Staff Management

Undertake and support relevant recruitment and selection in line with organisational processes.

Train, mentor, and coach other team members, and apprentices to enable the on-going personal development and growth of skills within the team.

Co-ordinates and allocates work to other team members in line with agreed delivery of service

Conducting meaningful appraisals and 1-1s, identifying and meeting development needs, implementing, monitoring, evaluating and reporting on the impact and success of implemented training plans

Knowledge Management

Research of the marketplace and constant awareness of industry trends and innovation using information to inform the ICT strategy of the NHSBSA and as input to design activities.

Maintains their technical, system and business knowledge to ensure a sufficient level of business-critical information is available to the business and organisation. Continues to develop technical and service management skills as technology and guidance changes and communicates any changes in policy requirements, information and data quality requirements to enable the development of solutions to support the business.

To work with NHSBSA staff and Third Parties to ensure that ICT standards, governance and processes are in place for producing and maintaining up to date, comprehensive, comprehensible documentation which will include IT service blueprints for all systems and services.

Relationship Management

Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, to identify and deliver value to the organisation.

Establishes and maintains communication with individuals and groups about difficult or highly complex matters overcoming any problems in communication. Communicates effectively at all levels to both technical and non-technical audiences, verbally and in writing taking account of confidentiality and sensitivity constraints where appropriate. Ensures good and effective communication channels are in place with all internal and external stakeholders.

Brings together technical specialists from different teams across in-house delivery and 3rd party suppliers to ensure joined up approach to both operational service delivery and to roadmap, improvement planning with the technical knowledge to convene and lead both service improvement and innovation workshops and major problem management activities.

Required to build working relationships, maintain communication and resolve complex issues with external suppliers and business leads relating to service delivery to ensure Incidents, Problems and Change Requests are resolved. Work is delivered against agreed quality criteria and monitor to ensure within agreed budget & timescales.

Work with organisations external to the NHSBSA (e.g. the DHSC and GDS) when necessary to assist in clarifying their needs and requirements and be capable of devising options for ICT solutions, along with full assessment and cost estimation.

Information Management

Handles sensitive commercial & financial information, ensuring that the ICT solution architectural designs adhere to relevant legislation and standards including for example, Information Security, NHS Confidentiality and Data Protection legislation.Implement, monitor and report on a number of areas including agreed service levels, KPI's and standards within technical operations.Monitor, report, present or escalate issues as appropriate to the Infrastructure Service Manager.

Delivery Management

Operate as an SME and point of authority across the full scope of ICT operations , making credible, pragmatic and practical decisions and communicate with sensitivity and diplomacy to ensure the right technical direction is followed and to guide the business to make the best use of its existing ICT where appropriate and to make recommendation about what other ICT assets it needs to invest in.

To demonstrate creativity and innovation in applying Infrastructure solutions and services to develop and improve services and quality for the benefit of the organization and/or the end user of technology services. This includes devising and managing initiatives to enable exploitation of digital services, capacity, performance, and system availability improvements that ensure business targets are met or exceeded and legacy services decommissioned, whilst ensuring data security and controlled access to data.

Provide specialist input and participation in the evaluation, benchmarking, specification and procurement of hardware, software and services, including the effective use of open source products.

In addition to the above accountabilities, as post holder you are expected to:

Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.

Demonstrate NHSBSA values and core capabilities in all aspects of your work.

Contribute to a culture which values diversity and inclusion.

Comply with NHSBSA policies, procedures and protocols as they apply to your role.

Have SC clearance or willing to undergo clearance following appointment to post

Working relationships

Responsible to: Infrastructure support Manager

Key relationships and connections: Digital, Insight and Technology staff, Programme and Project Managers, Technology staff, ICT Project teams, Business Solutions and Service Operations staff, Third Party suppliers, internal and external stakeholders