Job Description

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 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 7700 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children's centres, schools and people's homes.



We have approx. 70 sites in a variety of locations in the South East of England and in the South West 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, ward, 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 required to:



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.