Job summary Due to the promotion of the current post holder to IT Engineer, the IT Department at Mid Cheshire Hospitals is looking to recruit a 2nd line support technician, who will be able to make a significant contribution within a demanding support environment. We are looking for a flexible individual and someone who is passionate about IT, and providing excellent levels of service to Trust staff. This is a great opportunity to work within a fast paced and exciting environment that is continually changing on a monthly basis offering constant challenges and personal development. The post holder will have the following attributes;- Excellent problem-solving & communication skills. A professional attitude when interacting with staff, customers, and suppliers, face-to-face and over the telephone. Exceptional organisational and time management skills, and able to prioritise your own workload. The ability and willingness to work occasional evenings and weekends as and when required. The ability to work individually but also to share knowledge with other members of the team and escalate issues within appropriate timeframes. Main duties of the job The provision of first and second line support functions in all aspects of IT within the Trust. Specifically, for the Local Area Network (LAN) and Wide Area Network (WAN) including the Service Management of all desktop, laptop and mobile devices over a multiple sites. Typically, this is achieved via the Service Desk function within the Trust, which adheres to pre-defined SLA's and also Governmental recognized National Standards (ITIL). You will have good experience of supporting both software and hardware, with good knowledge of Windows Server 2016/2019, Windows 10/11 desktops, Active Directory, networking and PC, Laptop and peripheral support. A flexible approach to the work ethos will help considerably, including flexibility to working times based on service needs. A logical and objective approach in dealing with problems will be essential. Whilst this post participates in the 24-hour shift pattern, the successful candidate will not be expected to participate in this rota for the first 2 months of service. The standard technician shift times are 8am - 4pm, 9am - 5pm, 2pm-10pm, 10pm - 6am, 6am-2pm, 7 days per week. As this post will be cover the 24 hours support rota, the post holder will also receive additional enhanced pay rates in line with agenda for change terms and conditions. The successful candidate will have the ability to travel to all sites that we cover. About us Mid Cheshire Hospitals NHS Foundation Trust (MCHFT) provides good quality, safe and effective healthcare to the people of Cheshire and beyond. The Trust, which manages Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford, was established as an NHS Trust in April 1991 and became a Foundation Trust in April 2008. We employ almost 5,000 members of staff, provide around 540 hospital beds, with a range of services including accident and emergency, maternity, outpatients, therapies, and children's health. The Trust is also part of Central Cheshire Integrated Care Partnership (CCICP), a unique local health partnership that provides a range of community services for people across South Cheshire and Vale Royal. During the Coronavirus pandemic, the Trust was recognised nationally for its Be Safe Be EquiPPEd campaign, which aimed to make the Trust as safe as possible for staff and patients, through supporting the correct use of PPE. The results in the 2020 national NHS Staff Survey showed improvements in all elements of the safety culture theme, with 92% of respondents feeling their role made a difference to our patients. We were also recognised nationally for our workforce health and wellbeing initiatives. At Mid Cheshire, we value our staff and appreciate that in order to give our patients the best quality, compassionate care, we also need to look after our colleagues. Date posted 14 March 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year pa pro rata Contract Permanent Working pattern Full-time Reference number 412-CORP-50253-A Job locations Leighton Hospital Middlewich Road Crewe CW1 4QJ Job description Job responsibilities This role is responsible for ensuring helpdesk tickets are resolved in a timely and efficient manner, either directly or by escalating to other members of the IT Department. You will be required to work with staff at all levels of the organisation. Reporting to the IT Service Desk Operations Manager, this role will be responsible, but not limited to the following tasks: Providing IT support and troubleshooting on site and at remote locations Installation of new equipment and technologies Providing a high level of customer service to a wide range of users, including those with minimal IT knowledge Responsible for providing IT support and troubleshooting via telephone and remote support software Liaison with 3rd party software vendors where required Monitoring the helpdesk software for calls logged by staff at all sites, prioritising the calls and ensuring all calls are resolved in a timely and efficient manner. Updating helpdesk calls with status updates and details of call resolutions. Where appropriate escalating calls within the team Communicating with end-users based at other sites via phone and email to diagnose and resolve faults. Visit other sites to install new IT hardware and resolve faults when required. Assisting with hardware and desktop/server software upgrades. Creation and modification of user accounts. Using network management software to monitor for hardware and network faults. Installing, configuring and maintaining software and hardware components of computer and network systems Diagnosing and troubleshooting software and hardware issues Repairing and replacing damaged computer and network components Ensuring the security of client and server computers by installing and upgrading antivirus and firewall software Supporting staff whenever they encounter issues with computers and network devices Maintaining and updating technical documentation regularly Job description Job responsibilities This role is responsible for ensuring helpdesk tickets are resolved in a timely and efficient manner, either directly or by escalating to other members of the IT Department. You will be required to work with staff at all levels of the organisation. Reporting to the IT Service Desk Operations Manager, this role will be responsible, but not limited to the following tasks: Providing IT support and troubleshooting on site and at remote locations Installation of new equipment and technologies Providing a high level of customer service to a wide range of users, including those with minimal IT knowledge Responsible for providing IT support and troubleshooting via telephone and remote support software Liaison with 3rd party software vendors where required Monitoring the helpdesk software for calls logged by staff at all sites, prioritising the calls and ensuring all calls are resolved in a timely and efficient manner. Updating helpdesk calls with status updates and details of call resolutions. Where appropriate escalating calls within the team Communicating with end-users based at other sites via phone and email to diagnose and resolve faults. Visit other sites to install new IT hardware and resolve faults when required. Assisting with hardware and desktop/server software upgrades. Creation and modification of user accounts. Using network management software to monitor for hardware and network faults. Installing, configuring and maintaining software and hardware components of computer and network systems Diagnosing and troubleshooting software and hardware issues Repairing and replacing damaged computer and network components Ensuring the security of client and server computers by installing and upgrading antivirus and firewall software Supporting staff whenever they encounter issues with computers and network devices Maintaining and updating technical documentation regularly Person Specification Qualifications/Experience Essential Formalised background or qualifications in Business/Computer Sciences Practical experience of working in a support Service Desk environment Trust Values and Behaviours Essential A commitment to quality and safety A recognition of the importance of showing respect, dignity and compassion to patients and colleague A listening, learning and leading approach A commitment to work together to create the best outcomes Must demonstrate the Trust's values around both raising concerns at work, and how to treat others who raise concerns Skills Essential Excellent oral and written communication Computer Literate Person Specification Qualifications/Experience Essential Formalised background or qualifications in Business/Computer Sciences Practical experience of working in a support Service Desk environment Trust Values and Behaviours Essential A commitment to quality and safety A recognition of the importance of showing respect, dignity and compassion to patients and colleague A listening, learning and leading approach A commitment to work together to create the best outcomes Must demonstrate the Trust's values around both raising concerns at work, and how to treat others who raise concerns Skills Essential Excellent oral and written communication Computer Literate Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Mid Cheshire Hospitals NHS Foundation Trust Address Leighton Hospital Middlewich Road Crewe CW1 4QJ Employer's website https://www.mcht.nhs.uk/ (Opens in a new tab)