We are recruiting for a 2nd Line Advanced Support Technical Engineer who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
The post will be based at Lister Stevenage, working and providing support across all Trust sites and interacting with the Desktop Analyst (Senior).
You will be expected to have a flexible approach to working hours, to provide an adequate level of support as and when required.
It is essential that applicants have a good level of technical knowledge and expertise, as well as being self-motivated and have a proven track record of technical support in a large business environment.
Our Trust has over 6500 staff, based in multiple locations using around 4000 Desktop and Portable devices to provide efficient patient care around the clock.
The role would ideally suit someone who is currently working in a technical role and looking to advance their career within Digital/IT.
You must be prepared to work across multiple sites. (The Digital department also has use of a small van, which you may be required to drive to transport equipment).
Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!
Main duties of the job
Support IT 6,500 users across 4 acute sites: Hertford County, Lister, QEII, and Mount Vernon. Support will need to be provided via remote access and visiting all sites in person. Support the senior 2nd Line Digital Support Engineers in the delivery of a quality Digital 2nd line support service to agreed levels. To aid the process of fault evaluation and resolution, passing on skills in the form of hands-on training to junior members of staff. Assist the 2nd Line Digital Support Engineers with the development of quality standards throughout this functional area by ensuring that procedures are well documented and that any changes in technical services meet service level agreements. Continued expansion of skills and knowledge for all PC-based operating systems and application software used by the Trust to allow the post holder to provide a higher level of support. Use knowledge of computer networks to assist in the diagnosis and rectification of faults. Ensure that the expected level of customer care is maintained by always conducting himself/herself in a dignified and polite manner. Ensuring that all documentation relating to the team and its activities is kept fully up to date. Essential to take part in a team on-call rota providing 24/7 support to all our end users. About us
At East and North Hertfordshire NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now. We run the following hospitals: The Lister Hospital, Stevenage New Queen Elizabeth II (New QEII), Welwyn Garden City Hertford County, Hertford We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda. We are committed to a positive work-life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen. Job responsibilities
Please see the attached Job Description and Person Specification information pack for further detailed information regarding this role. Person Specification
Qualifications / Training
Relevant Degree or equivalent experience in IT/Digital or related field. Good standard of general education. HNC, 'A' levels, or technical qualification. Previous Experience
IT/Digital Staff and Service management experience in a large or complex organisation. Experience in a desktop practice. Experience of supervising junior team members. Experience of working under pressure to tight deadlines. Experience of working in project teams. Experience in formulating and structuring planned work. Experience of leading technical projects. Experience of working in a hospital environment. Skills
Ability to work unsupervised while planning and prioritizing own workload. Works well with management, peers, and subordinates. Motivates self and others. Good customer relations and focus. Supportive to other team members. Willing to learn. Self-starter and reliable. 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.
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Support IT 6,500 users across 4 acute sites: Hertford County, Lister, QEII, and Mount Vernon. Support will need to be provided via remote access and visiting all sites in person. Support the senior 2nd Line Digital Support Engineers in the delivery of a quality Digital 2nd line support service to agreed levels. To aid the process of fault evaluation and resolution, passing on skills in the form of hands-on training to junior members of staff. Assist the 2nd Line Digital Support Engineers with the development of quality standards throughout this functional area by ensuring that procedures are well documented and that any changes in technical services meet service level agreements. Continued expansion of skills and knowledge for all PC-based operating systems and application software used by the Trust to allow the post holder to provide a higher level of support. Use knowledge of computer networks to assist in the diagnosis and rectification of faults. Ensure that the expected level of customer care is maintained by always conducting himself/herself in a dignified and polite manner. Ensuring that all documentation relating to the team and its activities is kept fully up to date. Essential to take part in a team on-call rota providing 24/7 support to all our end users. About us
At East and North Hertfordshire NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now. We run the following hospitals: The Lister Hospital, Stevenage New Queen Elizabeth II (New QEII), Welwyn Garden City Hertford County, Hertford We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda. We are committed to a positive work-life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen. Job responsibilities
Please see the attached Job Description and Person Specification information pack for further detailed information regarding this role. Person Specification
Qualifications / Training
Relevant Degree or equivalent experience in IT/Digital or related field. Good standard of general education. HNC, 'A' levels, or technical qualification. Previous Experience
IT/Digital Staff and Service management experience in a large or complex organisation. Experience in a desktop practice. Experience of supervising junior team members. Experience of working under pressure to tight deadlines. Experience of working in project teams. Experience in formulating and structuring planned work. Experience of leading technical projects. Experience of working in a hospital environment. Skills
Ability to work unsupervised while planning and prioritizing own workload. Works well with management, peers, and subordinates. Motivates self and others. Good customer relations and focus. Supportive to other team members. Willing to learn. Self-starter and reliable. 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.
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