Job summary
Employer heading
Senior Technical Support Engineer
NHS AfC: Band 6
Job overview
The Senior Technical Support Engineer will have detailed and enhanced experience in desktop support and customer care. You will be responsible for the analysis of problems and provide technical solutions and recommendations to resolve endpoint issues.
You will support the Technical Services Subject Matter Expert in the
assessment and delivery of services provided, ensuring that the best fit solutions are provided in a timely manner and that excellent customer care is embedded into all aspects of the delivery of service.
Working closely with the Endpoint Architect, Technical Services Subject Matter Expert and Senior Endpoint Engineer you will support in the design of solutions to solve technology and business issues whilst also seeking innovative ways to support the future of TeraFirma IT in its customer growth and development of the Trust digital portfolio. The post holder will also maintain good relations with the service desk team to proactively identify and manage issues.
Interviews for this post will take place on site.
Main duties of the job
- Support onsite technical resources to ensure that support is available based on demand and urgency.
- Support planning of pro-active technical reviews to maintain optimum operational service delivery
- Support the analysis of, and make recommendations for, improvements in IT through the exploitation of technology, improved use of applications or changes to business processes.
- Project Management of smaller projects, under the guidance of the Technical Services Subject Matter Expert, to deliver against key metrics of time, cost, technical specification and quality.
- Acting as Problem Manager/point of escalation, working with IT colleagues for issues that are impacting clinical safety or Trust operations.
Working for our organisation
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of “excellent health care, improved health for all”. We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.
We are committed to becoming a diverse and an inclusive employer and where people feel sense of belonging. Seeking to expand diversity within our teams, we positively encourage applications from under-represented groups such as ethnically diverse, disabled and LGBTQ+ groups. We are also under-represented in-terms of gender within nursing roles and we would welcome applications from people from male and non-binary backgrounds.
The Dudley Group NHS Foundation Trust recognises the values and transferable skills that the Armed Forces community bring and recognise their compatibility with NHS roles.
We are committed to home life balance through flexible working and making reasonable adjustments where possible.
Detailed job description and main responsibilities
See attached Job Description and Person Specification documentation for full details regarding this role.
Person specification
Qualifications and Education
Essential criteria
- Batchelors degree in an IT related subject or equivalent experience
- Qualification in management, organisational development, change management or similar
Desirable criteria
- IT Infrastructure Library (ITIL) v3 Foundation or equivalent experience
- Evidence of continued professional development
Skills and Experience
Essential criteria
- Extensive desktop and infrastructure support experience
- Assessment of technical issues and appropriate solutions
- Excellent analytical and judgement skills
- Problem management
Desirable criteria
- Experience in leading a project team
- Experience of working in an Acute Trust with senior managers and clinicians
- Technical solution delivery
Communication/Teamwork
Essential criteria
- Excellent oral and written communication and influencing skills
- Ability to build relationships at all business levels
- Excellent negotiation skills
- Capable of producing a high standard of technical documentation
Desirable criteria
- Co-ordinate solution workshops
- Works well in teams and independently
Documents to download
Further details / informal visits contact
- Name
- James Ellis
- Job title
- Endpoint Architect
- Email address
- [email protected]
- Telephone number
- 01384 456111
- Additional information
James Ellis - Technical Services Subject Matter Expert
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