Job vacancy: Junior IT Support Technician, East Suffolk and North Essex NHS Foundation Trust, Colchester

Job summary

Main area: ICT Support
Grade: NHS AfC: Band 2
Contract: Fixed term: 12 months
Hours: Full time - 37.5 hours per week
Job ref: 432-HR676-24

Employer: East Suffolk and North Essex NHS Foundation Trust
Employer type: NHS
Site: Colchester hospital
Town: Colchester
Salary: £22,383 per annum
Salary period: Yearly
Closing: 08/07/2024 08:00
Interview date: 15/07/2024

Junior IT Support Technician

NHS AfC: Band 2

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. 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.

Detailed job description and main responsibilities

Purpose of Role:

To provide 2nd line support to the Trust and to other team members adhering to Service Level Agreement timescales and requirements
To provide assistance with the deployment of the Trust’s IP & analogue Telephony solutions providing technical & administration support.
To install, maintain and troubleshoot desktop hardware and software.
To carry out any work necessary to upgrade PCs and applications to conform to Trust standards
To install, maintain and troubleshoot the Trust’s printer estate logging calls with the supplier and managing calls through to resolution
To provide assistance, advice, and fault resolution to users of Trust IT equipment, systems, and network, working to agreed SLAs
Help produce, maintain and update new and existing standard operational procedure documentation.
To liaise as necessary with external suppliers and contractors.
To liaise with Trust staff to ensure prompt and effective installation of replacement IP handset and be a technical point of contract in the event of any basic telecoms issues
To manage or carry out administration tasks, capacity management and backups on the Trust’s IT Estate.
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
Ensure new hardware is PAT tested and assetted and added to the inventory database and IT Asset Register
Maintaining capacity and performance statistics
Providing technical support for major clinical projects.
Configuring and patching of telephones for moves, adds and changes.
Provide operational cover for Third Party on-site engineers.
To support and configure or mobile phone devices.
Carry out any other related and relevant duties requested by the IT Support Manager

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.
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.
Maintain documentation associated with installation and upgrade work

For full details of the responsibilities and duties of this role please see the attached job description.

Person specification

Experience

Essential criteria

Understanding of supporting a multi-vendor PC / Laptopd environment
Understanding of IT support /systems
Problem solving / troubleshooting basic technical issues

Desirable criteria

NHS IT experience
IT Support experience

Knowledge

Essential criteria

Understanding of Basic networking skills
Understanding of Microsoft Windows Operating Systems
Knowledge of network printing
Working knowledge of MS OFFICE product suite
Understanding of Anti -Virus solutions
Basic analytical skills and the ability to apply them towards the investigation of existing installations

Qualifications

Essential criteria

5 GSCSs at Grade C or above, or equivalent, including Mathematics and English
Microsoft Qualified or similar

Desirable criteria

HND Computer Science or similar
ITIL qualifcation

Personal

Essential criteria

Ability to discuss problems and work in conjunction with 3rd parties on fault resolution.
Good manual dexterity is essential.
Written skills are essential to produce documentation.
Verbal skills should be of sufficient levels to communicate effectively
Creativity and the ability to think laterally are essential for solving technical issues

Please note that where response levels are exceptional we may close the post before the specified date, therefore early application is recommended.

Please make sure that you read the Job Description and Person Specification attached and that your statement in support reflects this as your application will be judged against these criteria.

Secondment - if you are interested in undertaking a role on a secondment basis, please ensure that you have discussed this with your current line manager prior to submitting your application. Please note if you are already an employee of ESNEFT fixed term roles will only be offered on a secondment basis.

When providing reference details please provide email addresses so references can be sought promptly to cover the last 3 years of employment.

Successful candidates may be charged for their DBS check. Please ensure you read the information found in the attached DBS Information document

The Trust is committed to its staff and their development and to equal opportunities and diversity. Applications are welcomed from all sections of the community.

Whilst we welcome applications from all and your application will be considered on individual merit, if you are offered a position and require a Skilled Worker Certificate of Sponsorship we may not be able to process your application to the final stage due Home Office eligibility.

In submitting an application form, you authorise East Suffolk and North Essex NHS Foundation Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process should you be appointed to the post.

We would like to take this opportunity to thank you for your interest in East Suffolk and North Essex NHS Foundation Trust; we look forward to receiving your application for employment.