Job summary
- Main area
- ICT
- Grade
- NHS AfC: Band 5
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 432-HR2341-24
- Employer
- East Suffolk and North Essex NHS Foundation Trust
- Employer type
- NHS
- Site
- ICT Department, Ipswich Hospital
- Town
- Ipswich
- Salary
- £29,970 - £36,483 per annum
- Salary period
- Yearly
- Closing
- 19/03/2025 08:00
Employer heading
Senior Support Technician
NHS AfC: Band 5
We are one of the largest NHS organisation in England. Our scale provides exciting opportunities for development, innovation, research, education and training.
Talk to us about our range of flexible working opportunities, apprenticeships and staff benefits
Equality Diversity and Inclusion (EDI) is at the heart of all we do; and it forms part of the ESNEFT’s core activities. The Trust operates and relies on everyone treating each other with dignity and respect, to receive equitable and fair treatment in the implementation of Policies, Procedures and in its Practices, to foster positive work relationships, and finally to act with integrity as a professional within ESNEFT as well as a representative of the NHS as a whole.Ìý The EDI Agenda reflects the Trust values such as Optimistic, Appreciative and Kind. In line with the NHS Long Term Plan, People Plan, People Promise and a Model Employer intrinsic in the Equality Diversity and Inclusion Agenda, we consistently strive to improve, to take the learning into Action for a better ESNEFT.
If you are passionate about patient care and want to develop your skills and knowledge then we are keen to hear from you.
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Job overview
This is an outstanding opportunity for an experienced IT Support Technician with proven technical skills & knowledge to be a part of the multi-skilled second line support Team.
This post can be based at either Colchester or Ipswich Hospital site with frequent travel to all our community and acute sites required.Ìý
If you would like to know more about life in ESNEFT ICT, and specifically what its like in the team you'll work in,
If you have the vision and commitment to take forward this role and share our commitment to put patients at the heart of everything we do and save both staff and patient time, then we’d love to hear from you.
If we receive sufficient applications, this post may close before the stated closing date.
Main duties of the job
Work as part of a dynamic team delivering an effective service, ensuring operational needs are met to an approved standard and defined performance criteria within Service Level Agreements, delivering a customer focussed and professional support service.
Multi-skilled Support technician to carry out the installation, repair, maintenance and configuration of all ICT Infrastructure and associated software, raising incidents with and managing third party suppliers for service and support issues on a regular basis.
To provide 2nd line support to the Trust and to other team members adhering to Service Level Agreement timescales and requirements
Using operational tools to monitor key IT infrastructure and taking corrective action on system alerts.
Lead the ongoing development of the IT environment keeping abreast of new technologies and help implement those that will benefit the Trust
Develop an understanding of the Trust’s and NHS IT systems sufficiently well to be able to advise users on any problems encountered
Resolve incidents via cooperation with other team members, Trust staff and suppliers where required to rectify system problems and implement preventative measures.
To log all calls and tasks on the Trust’s call logging system, update and track call progress through to resolution ensuring that requests and faults are actioned in accordance with service level agreements
Monitoring IT interfaces and responding to issues.
Working for our organisation
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients’ own homes.Ìý
We are one of the largest NHS organisations in England, employing more than 12,000 staff.Ìý
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.Ìý
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.Ìý
Our philosophy is thatÌýÌýto everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.ÌýÌýÌý
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what’s widely regarded as the world’s best EPR system to ESNEFT, transforming life in hospital for staff and patients.Ìý
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.ÌýÌýÌý
Find out about living and working here -ÌýÌý
Detailed job description and main responsibilities
Key Responsibilities:
- Participate in relevant internal and external working groups/projects, services, and initiatives with the aim of providing information and analytical advice to the teams.
- Communicate information, risks, issues and dependencies, including briefings and reports to Project teams, sponsors and a range of internal and external staff.
- Managing the state of computer rooms ensuring there are clean and tidy and comply with health and safety and IT policies.
- Ensuring IT change management processes are followed
- Producing operational documentation for processes.
- To assist with the recycling of old technology to comply with information governance standards.
- The management and auditing of computer cabinets making sure they are tidy, colour-coded using the correct and cables.
- Monitor security breaches for a standard set of criteria including login attempts, account lockout, and virus attacks.
- Contribute to the department meeting its Service Level Agreements (SLA) for resolving IT issues by delivering a high quality technical support service to the users of production services and interfaces as directed by the IT Infrastructure Manager.
- To be responsible for specified departmental Information Systems, carrying out routine upgrades, maintenance and liaising with third party suppliers.
- To carry out system administration tasks, capacity management and backups on the Trust’s servers correctly and in accordance with Change Management procedures
- To ensure that all relevant data is backed up in accordance to the Trust operational requirements. To restore data when necessary and to retain data for a defined period.
- Maintain documentation associated with installation and upgrade work
Please see attached job description for full detailsÌý
Person specification
Experience
Essential criteria
- Proven experience within IT support / systems management role
- Experience of supporting a complex multi-vendor environment
- Problem solving / troubleshooting complex technical issues
Desirable criteria
- NHS IT experience
- A good working knowledge of Information Security ( ISO27002 principles and practices)
- Experience of an ITIL service environment
Qualifications
Essential criteria
- Degree level education or equivalent in experience
- MCSE, CCNA, Comptia A+ or similar
- ITIL foundation qualification
Desirable criteria
- PRINCE 2
- Application vendor qualifications
Knowledge
Essential criteria
- Knowledge of Microsoft Windows Operating Systems and MS server products
- Knowledge of Microsoft Active Directory
- Good knowledge of networking principles to include strong understanding of TCP/IP, IP subnetting, VLANs DNS, DHCP, SSL, routing and switching.
- Working knowledge of MS OFFICE product suite
- Intune / MECM Administration
Desirable criteria
- NHS/CFH Applications
- Azure / Office 365 essentials
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Mark St John-Green
- Job title
- IT Support Manager
- Email address
- [email protected]
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