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Technical Support Officer | Oxleas NHS Foundation Trust
| Posting date: | 29 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £32,720 - £39,769 pa inc |
| Hours: | Full time |
| Closing date: | 28 June 2024 |
| Location: | Dartford, DA2 7AF |
| Company: | Oxleas NHS Foundation Trust |
| Job type: | Contract |
| Job reference: | 6338083/277-6338083-CORP |
Summary
Technical Support Officer, Band 5
Full Time: 37.50 hours per week
Fixed Term or Secondment ending May 2025
Exciting opportunity has arisen for a position within the 2nd Line Team at Bracken House
The ICT Department is seeking a friendly and enthusiastic Technical support officer to join the ICT team.
The post is part of the 2nd line technical support team providing remote support to users across the Trust.
The role will be based at Bracken House for 37.5 hours a week, with the requirement to be part of an on-call rota.
Key tasks include: -
• Second-line technical support for hardware and software
• Explaining problems and technical solutions to users
• Analysis of presented user problems to identify the potential solutions
• Implement technical solutions to resolve user IT problems
Candidates must have the following: -
• Experience of using Active Directory to manage users, groups, and computers
• Experience of using Zenworks Control centre
• Diagnosing and resolving issues with Windows 10
• Supporting Apple Devices.
The post holder will need to be able to liaise with all levels of staff throughout the Trust and must be able to work as part of a team and deal with dissatisfied users.
Please see Job Description and Personal Specification for further details on this role.
Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children’s centres, schools and people’s homes.
We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary’s Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.
Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
• We’re Kind
• We’re Fair
• We Listen
• We Care
Overview of the Post
• The post-holder forms part of the Desktop Resolver Group and is responsible for second and third-line software and hardware support, installation, configuration and fault finding of all supported PCs, printers, etc working as part of the IT support team.
• The post holder is responsible for the resolution of underlying IT Problems causing multiple IT incidents
• Responsible for providing IT input and support to Trust and local IT and Business projects
• Will be a named representative of the IT Department for specific service directorates and attend meetings and provide bi-directional feedback
• Responsible for the development of resolution documentation for use by other teams to resolve IT incidents
• The post-holder is responsible for providing support to all staff, nominated users and authorised service users.
• The post covers all of the Trust’s sites and will be required to provide support on site within offices, wards, prisons and other clinical areas as well as attending site planning meetings at building sites as required
• The post-holder will be required participate in an on-call rota to provide out of hours support
Key Task and Responsibilities
These are listed below – this is not a definitive list but indicates the range of tasks involved.
• Extending the use of remote management technologies to improve user response times
• Developing and Optimising software deployment to deliver applications from a single management location to individual computers throughout the Trust
• Second and third line technical support for hardware and software for calls escalated via the ServiceDesk or directly
• Understanding and interpreting the complex technical issues presented by users to best asses an appropriate response
• Explaining problems and solutions to users
• Analysis of presented user problems to identify the potential solutions
• Logging progress and information into the ServiceDesk system
• Liaising with system managers and other departments to arrange system maintenance
• Using initiative to solve problems with reference to broad operating procedures
• Resolving complex and sometimes sensitive issues that cannot be dealt with by the Service desk
• Performing further diagnostic tests to identify sources of reported faults
• When faults lie externally, liaising in a clear and concise manner with the external support provider to achieve resolution
• Provide pro-active support based on alerting systems and event consequences to actively prevent problems
• Providing limited basic training to end users
• In-depth knowledge of all supported computer and peripheral hardware in use within the Trust
• Diagnose and repair hardware and software faults
• Develop resolution processes for new and novel problems to form a knowledge base for other teams
• Manufacture and test cables to ISO standards
• Follow safe anti-static working practices
• Working with users to define and diagnose hardware and software problems, both face-to-face and over the telephone, and seeking further advice where necessary
• Provision of new devices, eg Laptops, Blackberry devices etc
• Remote diagnosis of network problems
• Use of various network administration tools to diagnose and solve problems including unlocking network accounts and also resetting users’ passwords
• Diagnosing and analysing connectivity problems (eg to identify line faults, VPN connections etc)
• Assisting in relocation of equipment as required including disposal of redundant equipment according to WEEE regulations
• Delivery, configuration and upgrading IT equipment including networking equipment
• Configuration of equipment with relevant Operating System (Windows XP, 7 and 10)
• Loading and setting up of application software as required, ensuring equipment is security marked and that Asset and Serial numbers are recorded with the Helpdesk
• Setting up of Switches and routers (Cisco) for network connection to sites as required
• Equipment maintenance and repair including replacement of worn and failed parts
• Installing equipment in to specialist communications racks
• Testing all equipment prior to delivery to the end user
• Testing of new equipment and technologies to identify value to the Trust
• Supporting the Trusts IT Mobile solution - iPads
• Liaising with HR and Training departments to supplement user knowledge of IT systems/software
• Provide IT input and representation into planning and implementing Business and IT projects both local and Trust wide
• Liaising with external contractors and agencies to secure repairs and provide support including working with the Network Support and Managed Service contractors.
• Diagnose problems with external systems.
• Assist in the maintenance of the Trust’s security systems (EG Ironport, Bordermanager Firewall)
• Ensure the security of IT equipment and data held by the IT Department
• Back up user data held on PCs whilst in the custody of the department
• Ensure backup tapes for all in-house systems are stored securely
• Work with system managers of other Trust systems (Integra, Datix, HealthRoster, WinDip, etc) to diagnose connectivity and IT environment issues
• Commision and de-commision IT equipment
• Refine and develop working practices to provide better service across the Trust
• Maintaining department documentation as required
• Producing in-house user guides and other documentation as necessary
• Maintaining accurate IT inventory, including IT departmental stock
• Keeping up to date with current IT developments and technologies
• Assisting in the investigation of out of the ordinary incidents i.e network problems
• Training new members of staff and work experience placements
• Providing iPad / iOS support for our mobile working community
• Knowledge of providing support using an MDM solution
• Knowledge of SQL Server
• To carry out any other duties commensurate with the grade in support of the IT Manager / Head of ICT
This advert closes on Wednesday 12 Jun 2024
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