Job summary
TheService Operations Team are currently seeking to an ICT Trainee ServiceOperations Centre Support Engineer.
Thisrole will ultimately ensure we deliver a prompt, efficient and positive ICTservice delivery experience for each and every one of our customers, each andevery time.
This is an exciting opportunity for anenthusiastic, conscientious, and motivated individual who is looking to progress and develop their skillswithin the company.
Main duties of the job
Reportingto the ICT Service Operations Team Leader, you will be responsible for ensuringthat we deliver a prompt, efficient and positive ICT service delivery experience foreach and every one of our customers, each and every time.
The post holderwill work with the ICT Service Operations Team Leader to deliver an integratedICT support service within the agreed Service Level Agreements (SLAs).
Thepost holder must have the ability to demonstrate a logical approach todiagnosing and resolving technical faults on supported equipment throughout theTrust.
The post holder willbe a member of a team providing technical support to users of Innovates ICTservices hardware and software.
About us
As a growing company, Innovate has a range of benefits andopportunities to enable individuals to grow and experience a range of newchallenges. Innovate has a commitment to develop staff and provide asupportive work life balance. Innovate is a staff led company, with amission to provide the best technology solutions and support to our Trusts.
At Innovate, we recognise the benefits of transferable skills anda desire to learn. We encourage anyone who is interested in this role to get intouch, even if you do not meet all stated criteria.
Innovate is able to offer NHS Terms and Conditions for staff currently employed within the NHS or within the last 12 months
Please note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.
Job description
Job responsibilities
Provide first and second-line Service Operations Centre(SOC) and Acute support, including the analysis anddiagnosis of complex hardware and software problems.
Shadow experienced SOC Support Engineers.
Install and configure IThardware, software, and peripheral devices.
Basic networking support andtroubleshooting including patching and troubleshooting of switches and routers.
Remotely support end-userestate using industry recognised software.
Assist In the assessment,allocation, replacement, upgrade, and transfer of ICT equipment as appropriate.
Contribute to KnowledgeManagement by ensuring comprehensive system documentation is created /updatedusing best practice standards.
Assist with the coordinationand decommissioning of redundant ICT equipment ensuring the Waste Electricaland Electronic Equipment (WEEE)regulations are adhered to and confidential data is secure prior to disposal.
Assist to develop and maintainsupporting documentation for servicemanagement as defined in the Service Catalogue.
Provide advice/guidance whererelevant to ICT security and observe all ICT security procedures in theperformance of your duties.
Respond to changes inpriorities that may be required to adjust/interruptplanned schedules.
Communicatecomplicated and difficult-to-explain ICT issues to non- technical staff/suppliers and associated peer groups.
Undertake other duties to meetthe changing needs and priorities of the organisations, as determined by the ICT Service Operations Team Leader and in accordance with the leveland nature of the post.
Provide temporary cover on theICT Service Desk in relation to resourcesfor example team meetings, annual leave, as requested by the ICT Team Leader.
The post holder will beexpected to take responsibility for their own professionaldevelopment and will be supported to achieve development opportunities asappropriate.
The post holder willneed to be available to travel between sites in Warwickshire, as and when needed
Person Specification
Experience
Essential
1. Proven experience in an ICT technical support environment.
What we are looking for in our people
Essential
2. Knowledge in the following areas:
3. Network Troubleshooting
4. Hardware & Software installation Troubleshooting
5. Active Directory knowledge
6. Excellent interpersonal, communication and organisational skills.
7. The ability to work as part of a team.
8. Strong problem-solving skills.