Innovate Healthcare Services

ICT Acute Customer Engagement Engineer

The closing date is 28 July 2025

Job summary

We are looking for two ICT Acute Customer Engagement Engineers to join the Innovate team. In this hands-on role, you'll be a visible and proactive presence - floorwalking to assist users, resolving technical issues before they escalate, and ensuring seamless ICT service delivery. You'll work closely with our ICT Service Desk and Operations Team Leaders to maintain high service standards and meet SLAs.

We're looking for someone with:

A logical, methodical approach to troubleshooting
Excellent communication and customer service skills
A collaborative mindset and a proactive attitude

If you're ready to make a real impact and help shape a user-friendly, responsive ICT environment, wed love to hear from you.

*Please note, we have 2 vacancies available for this role. 1 will be based at Warwick Hospital and 1 will be based at George Eliot Hospital

Main duties of the job

The successful candidates will be providing both first and second-line ICT support, tackling hardware and software issues in person and remotely. This includes installing and maintaining IT equipment, supporting network infrastructure, and offering hands-on help across departments. Additional responsibilities of this important role include mentoring colleagues, documentation management, equipment lifecycle management, and ensuring security protocols are being followed.

About us

As a growing company, Innovate has a range of benefits and opportunities to enable individuals to grow and experience a range of new challenges. Innovate has a commitment to develop staff and provide a supportive work life balance. Innovate is a staff led company, with a mission to provide the best technology solutions and support to our Trusts.

At Innovate, we recognise the benefits of transferable skills and a desire to learn. We encourage anyone who is interested in this role to get in touch, even if you do not meet all stated criteria.

Travel between our sites will be required for this role.

Please note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.

Date posted

14 July 2025

Pay scheme

Other

Salary

£28,090 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

M9203-25-0024

Job locations

Warwick Hospital

Lakin Road

Warwick

Warwickshire

CV34 5BW

George Eliot Hospital

College Street

Nuneaton

CV10 7DJ

Job description

Job responsibilities

Provide first and second-line SOC and Acute support, including the analysis and diagnosis of complex hardware and software issues, both remotely and in-person.

Proactively floorwalk across departments to identify and address ICT-related issues, offering hands-on support to users who may not have raised a formal request.

Install and configure IT hardware, software, and peripheral devices in accordance with organisational standards and user needs.

Take ownership of customer issues through to resolution, providing a visible and approachable ICT support presence across sites.

Provide networking support and troubleshooting, including patching, configuration, and maintenance of switches, routers, and related infrastructure.

Remotely support the end-user estate using industry-recognised remote access tools and software.

Assess, allocate, replace, upgrade, and transfer ICT equipment as appropriate to support operational needs and lifecycle management.

Contribute to Knowledge Management by creating and updating comprehensive system and process documentation using best practice standards.

Assist in the development and maintenance of service documentation as defined in the Service Catalogue.

Coordinate and manage the secure decommissioning of redundant ICT equipment, ensuring compliance with Waste Electrical and Electronic Equipment (WEEE) regulations and secure data disposal procedures.

Provide advice and guidance relating to ICT security and ensure that all security protocols and procedures are observed in the execution of duties.

Respond flexibly to changing priorities and service needs, including the ability to adjust or interrupt planned work to address urgent issues.

Mentor junior team members and staff seconded to support core ICT activities, providing guidance and knowledge transfer as required.

Clearly and effectively communicate complex or technical ICT issues to non-technical staff, suppliers, and peer groups.

Undertake additional duties to meet the evolving needs and priorities of the Trust, as directed by the ICT Service Operations Team Leader and in accordance with the grade and nature of the post.

Provide temporary cover on the ICT Service Desk during periods of absence or operational need (e.g., team meetings, annual leave).

Take personal responsibility for professional development and actively engage in development opportunities supported by the organisation.

Be available to travel between sites across Warwickshire as required to meet service demands.

Provide out-of-hours technical assistance when required, in line with service needs.