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Detailed job description and main responsibilities

To provide, 2nd and where possible 3rd line IT support (advanced technical support and resolution) to the Trust for the Local Area Network, the Wide Area Network, all Trust IT hardware and associated peripherals, systems (including HEOC critical systems), HyperV, MS Azure, telecommunications systems and software.

To work closely with Senior IM&T Technicians to increase specialist advanced knowledge of the Trust’s infrastructure and systems.

To work with the Senior IM&T Technicians to complete the daily management and routine maintenance for all Trust systems.

To support and advise the 1st and 2nd line IM&T technicians where necessary.

To work with the Senior IM&T Technicians to give advice, guidance and support to Trust managers on all matters related to IT systems, including critical HEOC systems.

To undertake roles assigned as part of a major incident plan.

To provide on-call support for the Trust’s infrastructure and critical systems.

To diagnose complex system or user problems, using remote control software or by visiting the user / system location as appropriate. Work with the Senior IM&T technicians to ensure the appropriate and effective resolution of these complex issues.

To analyse, prioritise and elevate calls to 3rd party support companies in accordance with defined Service Desk procedures and policies where appropriate.

To organise and prioritise own workload.

To plan routine repairs, upgrades and response to unexpected faults and failures.

To ensure system and network health checks are completed and logged on a regular basis.

To ensure all major issues and risks are escalated to senior management as appropriate using the agreed escalation routes and policies. Assist in the production of risk assessments related to the Trust’s infrastructure and systems.

To work with the Senior IM&T Technicians to plan and deliver technical workstreams within IM&T projects, liaising with the relevant project manager as necessary.

To report on progress of faults and projects to senior management and to identify and escalate issues and risks as necessary.

To specify and recommend IT hardware, software and systems, liaising with users regarding requirements and provide guidance where necessary. Obtain quotations from appropriate suppliers and provide to users, ensuring value for money and taking into account quality and reliability in accordance with Trust standards and policies.

To contribute and suggest changes to IM&T working practices and procedures.

To provide ad-hoc technical training to users as and when required.

To assist in the process by which the Trust achieves compliance for information governance purposes.

To maintain the IT asset register database, and records of suppliers and contracts. When appropriate, work with Senior IM&T Technicians to ensure contracts are renewed and are appropriate, liaising with the users and the suppliers.

To perform any other appropriate duties according to the needs of the service and as directed by the IM&T Delivery Manager (Infrastructure).