Detailed job description and main responsibilities

§   Manage and resolve primarily 3rd line incidents assigned to the Senior Technical Support Engineer by the Technical Support resolver group. These incidents, which are by definition highly complex and require specialist knowledge. This may require prolonged analysis and interpretation of highly complex system files and/or statistical reports, to determine the root cause and provide adequate steps to resolve the problem. May also be required to manage and resolve some 1st and 2nd line incidents.

§   Delegate incidents or work on incidents to other members of the Technical Support team.

§   Provide specialist advice to team members and other Digital Services staff.

§   Interpret and analyse complex technical data to produce reports for the Technical Support Team Leader.

§   Accurate, concise recording of Incident actions within the Service Management software.

§   Record appropriate resolution details in the service management software, selecting the relevant resolution categories

§  Assist in reactive and pro-active problem management activities as defined by the Problem Manager.

§  To be fully conversant with the Infrastructure and system management utilities. Performing advanced hardware support and troubleshooting where necessary.

§  Check/review virus signatures workstations and mobile devices, ensuring updates are being deployed as required.

§  As required, provide technical input into key projects and also manage internal Systems project work

§  Create, update and authorize technical procedures for use by members of the Digital support team and other IT Operations staff.

§  The post holder will be required to participate in an out of hours on-call rota, working autonomously to resolve all IT incidents critical to the PO functioning out of normal working hours. This may involve visits to all PO areas where IT is used, which includes but not limited to patient areas such as wards, labs, theatres, AED etc.

§  The post holder may be asked to deputise for the Technical Support Team Leader, attending meetings, producing reports etc. Be an escalation point for the Technical Support team, Network and Service Desk teams.

§  Technically Support all aspects of devices and also proactively under direction of the Technical Support Team Leader

§  Assume a technical lead role on short/long term wide projects. This involves communicating with and providing specialist technical advice to 3rd parties and departments. Also, devising a technical strategy and solution in conjunction with technical specialists as the project develops.

§  Attend meetings/project boards and provide technical advice relating to varying TS matters.

§  Identify working process/policy improvements and propose changes to the Technical Support Team Leader.

§  Raise and submit RFC’s in accordance with the Change Management Process for all minor/major changes to PO IT systems. Also represent these changes at the Change Advisory Board and provide specialist advice on other changes to the members of the CAB.

§  Provide advice on the procurement of, and install, manage, maintain and configure the complete range of IT assets used with the PO including but not limited to PC, mobile device, remote access related hardware.

§  Frequent requirement to move and install heavy equipment in excess of 20kg

§  The ability to cope with occasional stressful or emotional conditions i.e. during periods of critical system hardware failure and DR situations.

§  In conjunction with the Technical Support Team Leader, be responsible for the patching and updating of all software running within the infrastructure. This involves critical & security updates and patches including service packs, ensuing all workstations are up to date and Trust infrastructures are protected. At times, advise the Desktop management on the scheduling of updates and ensuring these updates are fully tested, agreed and communicated before implementation.

§  Perform a problem analyst role including:

a)    Analysis and reporting of incident trend data to identify and eliminate the root cause.

b)    Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT infrastructure.

c)     Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage the issue through to resolution.

d)    Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.

e)    Facilitating and coordinating technical meetings

f)      In the absence of the Desktop Manager, lead the investigation into high impact incidents.

g)    Manage the root cause analysis between technical teams.

h)    Initiating actions to fix interruptions to service caused by errors/faults in the IT infrastructure.

i)      Production of statistics and reports to demonstrate performance of the problem management process.

§  Assume a technical role on short/long term wide projects. This involves communicating with and providing specialist technical advice to 3rd parties and departments. Also, devising a technical strategy and solution in conjunction with Technical Specialists as the project develops.

§  The post holder will be expected to respond to and resolve incidents and service requests within SLA defined timescales.

§  The post holder will be expected to contribute to the development and implementation of Key Performance Indicators and Critical Success Factors within the Directorate.

§  Committed to personal professional development and a willingness to undertake the full range of training required to perform the role, contributing fully to the PDR process.

§  To carry out any other duties appropriate to the grade as requested by the Technical Support Team Leader or Head of Service.