ICT Support Engineer
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The ICT Department is responsible for the continued development and support of the ICT infrastructures for over 10,000 users across 100+ sites.Based at Blackpool Victoria Hospital, you will work with a wide range of hardware and software technologies.
The primary function of this role will be to provide technical ICT support to Blackpool Teaching Hospitals NHS Foundation Trust and other supportedorganisations. You will analyse, investigate and resolve a wide range of varying and new types of complex ICT issues and problems, including all ICT systems, PC desktop/laptop, mobile devices, printers, cabling, installation and maintenance of associated software and peripheral devices and this will also include involvement with data communications networks.
You will be expected to work as part of an integrated ICT team but also be capable of unsupervised working.
Applications are invited from professional and enthusiastic individuals who would welcome the challenge of working within a busy ICT Technology Department.
Previous applicants need not apply.
Job description
To provide technical ICT support to the Blackpool Teaching Hospitals NHS Foundation Trust and other supported organisations. Analyse, investigate and resolve a wide range of varying and new types of complex ICT issues and problems, including all ICT systems, PC desktop/laptop, mobile devices, printers, cabling, installation and maintenance of associated software and peripheral devices, this will also include involvement with data communications networks. ICT follows the framework ITIL (Information Technology Infrastructure Library) and as such is in line with the Trusts policies and procedures.
Always considering the potential or actual clinical impact of any service failure and ensure the implementation of corrective solutions to minimise the disruption to any clinical or administrative service.
The post holder will provide advice and/or training on technical issues to staff/customers.
The post holder will be an effective team player contributing towards a dynamic department which, through the use of supporting technologies, is constantly aiming to make a positive impact to improve patient care. This will include the recommendation/proposal/service improvement for the better use of any equipment/hardware/software/system or better processes/policies in ICT, the wider Trust and external customers.
The post holder will be required to be part of the ICT On Call Rota providing out of hours support acting as first point of contact for the ICT department. Resolve calls received during on call periods and document resolutions.
Consistently showing a positive and professional manner often under pressure and always using best practice.
Person specification
Skills & Abilities
Essential
- Analytical and diagnostic skills
- Ability to communicate complex information in a manner that the audience can understand
- Analyse often complex enquiries within 2nd line support identifying and resolving, or where appropriate escalating to another resolver group, informing the customer accordingly
- Demonstrate high standards of quality customer care to both internal and external customers
- Able to work independently without supervision, coping with a multitude of non-routine tasks, prioritise work as necessary and to escalate issues where appropriate
- Access to own vehicle for transporting self and equipment to multiple sites
Desirable
- The ability to work within strict procedures and protocols but recommend identified areas of improvement
- Ability to produce high quality documentation
Experience & Knowledge
Essential
- Knowledge of current Microsoft operating systems
- Knowledge of computing hardware and end user computing environment
- Knowledge of Microsoft Active Directory (Account provisioning and management)
- Knowledge of networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, PXEboot
- Diagnosing PC equipment and associated peripherals faults
- Experience of deploying PCs and associated software
Desirable
- Experience of working within an ICT support function
- Experience and knowledge of NHS environments and systems
Education and Qualifications
Essential
- Educated to HNC in IT related subject, or equivalent qualifications or equivalent knowledge gained by experience
Desirable
- CompTIA A+ Certified
- Microsoft Certified Professional
- ITIL foundation or equivalent experience of working in an ITIL environment
About the employer
Blackpool Teaching Hospitals NHS Foundation Trust is ideally situated just a forty five minute drive from Manchester. The Trust provides services to the 440,000 residents of Blackpool, Fylde & Wyre and North Lancashire, as well as specialist tertiary care for Cardiac and Haematology patients.
As one of the United Kingdom's largest coastal resort, Blackpool has plenty to offer its residents - it's not just a good place to work; it's a great place to live. In addition to its bustling centre and historic seafront, the town is world famous for its many attractions, including the famous Blackpool Tower. Blackpool also offers a number of scenic cycling routes round our local parks and across the surrounding countryside, as well as boasting panoramic views of the coast on its picturesque Promenade. Further afield, Blackpool also benefits from less than three-hour connections via rail to Edinburgh in the north and London in the south.