Job summary
To provide specialist 3rd line support and incident resolution of a complex nature across multiple disciplines. The aim of this role is to provide advanced technical support for the devices and systems used by Alder Hey Children's NHS Foundation Trust. Resolving incidents and escalations from the Desktop Support team or Digital Senior Management team. To Lead on technical projects and provide project support/expertise where appropriate to support the delivery of departmental or Trust wide programmes.
There will be a requirement at times to work weekends and unsociable hours to maintain IT systems whilst minimising impact on patient care in order to introduce changes that will require system services to be temporarily suspended. The post holder will also be required to take part in the on-call rota as well as act as an escalation point to other members of the team whilst on call.
The role will cover support at both Alder Hey and Liverpool Heart and Chest hospitals.
Main duties of the job
Manage and resolve primarily 3rd line incidents assigned to the Technical Services team by Digital Service Managers or via the escalation process from Desktop Support team.
To ensure continued provision and development of quality IT and communications systems to support the Trust.
To promote and support best practice in information governance and data security.
About us
Our support team is part of a digital team consisting of around 150 staff providing digital support services for Alder Hey Children's and Liverpool Heart and Chest Hospitals.
Job description
Job responsibilities
Assist in reactive and pro-active problem management as defined by the Head of Technical Services.
Fully competent with the infrastructure and system management utilities, performing advanced hardware support and troubleshooting where required.
To proactively initiate and lead projects for change and development of infrastructure and systems; to provide specialist advice to projects initiated elsewhere in the trust.
Provide technical input and documentation for key projects and manage internal systems projects.
Create, maintain and verify technical procedures for use by members of the Desktop Support team and wider Digital Services staff.
Raise and submit RFCs in accordance with the change management process for all minor/major changes to the trust IT systems. Also represent these changes at the Change Advisory Board (CAB) and provide specialist advice on other changes to the members of the CAB.
Maintain and develop a knowledge base and technical documentation library to ensure all aspects of the core infrastructure are documented.
Develop Standard Operating Procedures (SOPs) to reflect daily / common tasks as well as new processes that are introduced as part of enhancements and project handover to business as usual.
Be an advocate for Cyber Security day to day in adhering to policy and best practice in all activities undertaken.
Maintain professional standards and codes of conduct adhering to ITIL principles, information security standards such as Cyber Essentials and ISO27001and information governance and data protection legislation.
Ensure adherence to Trust policies and procedures.
Any other duties that your management team feel suitable and appropriate to your role.
Person Specification
Education
Essential
1. Computer or related degree or equivalent proven experience
2. In addition a minimum of 2 years in a complex technical environment with specific specialist knowledge of managing virtual infrastructure..
3. Evidence of continuing professional development.
Desirable
4. Microsoft Certified Solutions Associate (MSCA) or equivalent
5. ITIL Foundation Qualification
Experience
Essential
6. oBasic knowledge of IT standards and systems management methodologies /Good understanding of Infrastructure;
Desirable
7. Knowledge of Project Management Methodologies
Knowledge
Essential
8. oKnowledge of network operating systems and associated technologies
Desirable
9. Knowledge of Cyber Security Standards
Skills
Essential
10. oAbility to interpret technical problems explained by non- technical systems users