IT Support Engineer - Band 5 Bristol, England
Job description
North Bristol NHS Trust is one of the UKs premier trusts and the ICT Teams looks after over 9000 users.
The post holder will be a member of the IT Service Delivery team and is based within the IM&T directorate.
The post will provide IT Technical and Engineering support to users and be involved in some project based work both on and off site.
This will include application, system, and hardware related technical support and being the technical lead on projects and installations covering all the Trust IT services.
The post holder will be a member of the IT Service Delivery team based within the IM&T directorate. The team is responsible for providing first and second level technical support, project based work and service delivery both on and off site. This can include application, system, and hardware related technical support, technical lead on projects and installation covering all the Trust IT services.
The team also have responsibility for some network installation and configuration work. The post holder will be working with senior and junior engineers and will be required to provide guidance, support and training on a day to day basis to assist in the performance of other’s duties.
The postholder will be required to investigate and problem solve a range of IT issues, to advise customers and undertake some end user training, work under limited supervision within Trust IG and IT Security policies and procedures.
The post holder will be required to act as the technical lead in smaller, minor projects, identifying tasks, timescales identifying and liaising with required resources and working across multiple teams to deliver and close down projects.
The post holder will be a member of the IT Service Delivery team based within the IM&T directorate. The team is responsible for providing first and second level technical support, project based work and service delivery both on and off site. This can include application, system, and hardware related technical support, technical lead on projects and installation covering all the Trust IT services.
- Provide 1st and 2nd level technical support, capturing, recording, accurately prioritising and categorising while taking ownership and working toward resolution.
- Troubleshooting and triaging complex technical issues and service requests, identifying and implementing technical resolutions
- Categorise and complete work types (incident, service request, minor works, projects), maintaining accurate records inline with department procedures and utilising the appropriate toolset.
- Accurately log, update and maintain the departments records and systems . Examples: Helpdesk & Customer databases; inventory of IT assets, knowledge, change, incident and problem management
- The post holder will be required to deliver support via all delivery methods (phone, email, remote assistance and mobile support unit) on a rotational basis working at level 1, level 2 and as part of the mobile support team.
- Ability to cover any part of the service window on a rota basis
- Provide advice, information & training for users, as well as mentoring coaching and training to colleagues where required.
- Takes ownership of customer services and being the customer representative across the department.
- Ensure all requests and incidents that cannot be resolved directly and need to be assigned to other resolver teams (level 3+), have adequate diagnostics, priority setting and relevant information captured and recorded.
- Act with complete discretion, adherence to Trust and department policy ensuring strict confidentiality and security is maintained in relation to PID and other information handled in connection with this role.
- Ensure all duties and tasks are undertaken inline with relevant Trust and department policies, procedures, standards and governance
- Keeping and maintaining office space utilised by individual and team tidy, and to a professional standard which maintains a pleasant working environment for all and supports health and safety requirements.
- To undertake any other duties which may be allocated from time to time.
- Act as key reviewers and contributors for IT Department standards, service assurance, and service improvements initiatives, policies and operating procedures
- Take a lead role in service assurance duties such as incident, problem, knowledge management, service etiquette inline with the department’s procedures.
- Initiate and co-ordinate problem management activities including, recording known errors, investigations to discover root causes, and progresses the implementation of remedial action. Ensure that investigations are fully documented, to facilitate the optimum implementation of remedies.
- Responsible for knowledge management ITIL module, overseeing department procedure, acting as knowledge managers, taking lead in knowledge management across the IT department.
- Take the lead for all Incident Management duties as directed by the service delivery manager
- Take part in major incident management adopting the relevant role as assigned to you, for example scribe, MI manager, technical lead
- Ability to liaise with other resources including technical 3rd line teams producing high severity reports with sufficient detail and to required timescales.
- Proactively monitor target performance and take corrective action to ensure SLAs and targets are met.
- Take the lead in service transition duties identifying and ensuring operational readiness for new/changed services into live BAU support teams inline with the department’s framework.
- Participate in team and premise procedures, for example office lock up, maintenance of the departmental vehicles and delivery for service and MOT
- Participate in the emergency on-call arrangement for the support of out of hours services
- Responsible for stock and asset management inline with department operating procedure for example storage of redundant IT equipment, stock levels, asset management, conducting stock audits, secure WEEE disposal
- Influence on policy and service development, implement policy and service changes which impact own and other areas.
- Often required to review best practice and apply to working practice, instigating changes that affect others.
- Ability to cover any part of the service, its opening hours and work items on a rota basis
- Prepare, document, update and regularly test Service Delivery continuity plans and ensure coordination with overall IT continuity and disaster recovery plan.
- Be part of the out of hours on call service on a rota basis
- Ensure all duties and tasks are undertaken inline with relevant Trust and department policies, procedures, standards and governance
- Keeping and maintaining office space utilised by individual and team tidy, and to a professional standard which maintains a pleasant working environment for all and supports health and safety requirements.
- To undertake any other duties which may be allocated from time to time.
- Post holder to maintain knowledge and adherence covering Trust policies and Taking mandatory training: for example Data Protections, information security, information governance, health and safety requirements.
- Post holder to maintain knowledge and adherence to the departments local policies for example: project governance, and change control
