Job summary

We are seeking a skilled Technical Desktop Engineer to joining a well-established team delivering 2nd Line support and technical advancement to clinicians, directly impacting patient care. In this role you will have the opportunity to be at the forefront of IT innovation within the NHS. The ideal candidate will have strong IT support skills, excellent communication and customer services, with an ability to deliver efficient resolutions and be responsive to our service users needs.

Main duties of the job

Here at Bolton NHS Foundation Trust our non-clinical and clinical teams work hand-in-hand to ensure the best care for the people of Bolton. This includes our dedicated in-house IT team, and we have an opportunity for someone, with the right technical skills, and a real passion for innovation and brilliant customer service, to join that team as IT Systems Engineer.

Based at the Royal Bolton Hospital site, you will help provide technical support services to 7,500 users over 25 sites, ensuring that those services are efficient and responsive to the needs of the Trust. This is a busy service giving you exposure to a wide range of technical infrastructure and advanced technologies; building on that exposure we will ensure that the role provides you with a comprehensive and structured career path and development plan.

The technical requirements for the role are outlined in the attached Job Description and Person Specification and we would ask you to consider these before applying for the role. As importantly you will be a great communicator and team player; and someone who fits in really well with our established team who are seen as subject experts providing a helpful and friendly service.

About us

The Trust is a great place to work, evidenced by the most recently NHS Staff Survey results where our staff ranked us as the best NHS place to work in Greater Manchester. We are really proud of this and ensure that everyone in the Trust is both seen and heard. It has been a challenging time for the NHS with the national pandemic response at the forefront of our minds and activities, but we are coming out of pandemic pressures with renewed energy, and it is a truly exciting time for the Trust with investment and development of the IT Infrastructure of which this role will be a key part. The NHS offers a competitive salary and benefits package, and a supportive work environment that values teamwork and collaboration.

So, we hope the above has encouraged you to join a high-performing IT team in an equally high-performing Trust! We look forward to hearing from you.

Job description

Job responsibilities

To be lead specialist in at least 4 technical disciplines as defined by the Knowledge Skills Framework Document.

To provide 2nd Line support within an IT Infrastructure which utilises Microsoft Technologies, Citrix and VMware.

Support the effective management and monitoring of the physical and virtual server/desktop environment.

To support the running of an effective Citrix XenDesktop 7.x and XenApp 7 infrastructure including user management.

Experience Operating in a virtual desktop environment with virtualised applications.

To maintain and manage an effective, resilient and secure Windows 2012 Active Directory Domain infrastructure.

To support user mailboxes with a secure corporate messaging infrastructure (Exchange On-Premise/365).

To support users and services in an effective, resilient, secure thin and thick desktop client infrastructure.

To maintain secure user desktops running anti-virus and security products.

Provide effective IT technical support at all sites within the Trust

To participate with Service Desk duties and record all incidents reported by users on the service desk software ensuring that:

All contact details are checked and verified

An accurate description of the incident is recorded onto the Service Desk call logging system

An appropriate priority is assigned to the incident

All updates from the customer or assigned officer are recorded accurately and in a timely manner.

Provide first time fixes and resolutions to ICT related incidents and requests where appropriate via telephone and face to face.

To monitor the progress of calls logged on the service desk logging system ensuring that all are resolved in accordance with agreed criteria as specified in the Departments Standard Work.

To monitor, manage and resolve calls logged on the service desk logging system against agreed SLAs (Service Level Agreements).

To manage the service user experience and their expectations by keeping service users updated on the status of their reported incident.

To participate in the trusts disaster recovery plan.

To participate where required in IT projects.

Assist training other members of IT Staff.

Participate in working across shift patterns, to cover extended services and weekends

When appropriate, participate in an out of hours on call rota for the provision of support to all Users.

To undertake other assignments in accordance with the priorities agreed by the IT Manager

Provide excellent communication, reporting and documentation

Person Specification

QUALIFICATIONS

Essential

• A Level / Diploma Level 3 or 2 years 1st Line Support Experience
• Demonstrate commitment to ongoing personal development

Desirable

• HND Computer Studies or equivalent
• ITIL Foundation Qualification

EXPERIENCE

Essential

• Experience in delivering IT facilities
• 2 years 1st Line Support Experience
• Experience of Windows Operating systems and Active Directory Management
• Exchange 2010/13 mailbox knowledge
• Anti-Virus knowledge.
• Excellent up to date knowledge of Windows Desktop platforms such as Windows 7 as well as an in depth knowledge of the MS Office Suite of products.
• Ability to provide an effective desktop support service
• Experience of call management using a call logging system, providing excellent user experience and managing expectations.
• Knowledge to be a lead specialist in at least 4 technical disciplines as defined by the Knowledge Skills Framework Document

Desirable

• Experience of supporting a Virtual Environment.
• Citrix XenDesktop/XenApp experience
• Supplier management experience
• Large scale LAN knowledge
• VMware knowledge
• Windows 2003/8/12 Server knowledge

SKILLS

Essential

• Ability to organise self and others and to work on own initiative.
• Ability to work to deadlines, prioritise tasks and manage in a busy pressurised climate.
• A proactive approach to problem solving and able to identify and resolve problems
• Ability to prioritise and plan use of resources
• Good written and oral skills
• Must have good attention to detail
• Have a customer oriented approach

Desirable

• Ability to communicate complex information to all levels of staff.

KNOWLEDGE

Essential

• Knowledge of current NHS Information Technology issues, standards and procedures

OTHER

Essential

• Flexibility of working hours
• Well motivated
• Able to work on own initiative
• Good communication skills - written and oral

Desirable

• Business insured car user

Any attachments will be accessible after you click to apply.

241-246CD-23-A