ICT Service Operations Centre Support Engineer

NHS; Warwick; On-site; GBP 33,000; Full time

Job summary

A healthcare services provider in Warwick is seeking an ICT Service Operations Centre Engineer. The successful candidate will be responsible for providing second-line technical support, resolving hardware and software issues, and ensuring high-quality ICT service delivery. Ideal candidates should possess strong troubleshooting skills, experience in ICT support, and the ability to work effectively within a team.

Qualifications

• Substantial proven experience in an ICT technical support environment.
• The ability to work as part of a team.
• Excellent organisational skills.

Responsibilities

• Provide second-line SOC and Acute support, including complex hardware and software problems.
• Install and configure IT hardware and software.
• Networking support and troubleshooting.

Skills

Network Troubleshooting

Hardware & Software Installation Troubleshooting

Active Directory knowledge

Excellent interpersonal skills

Strong problem-solving skills

Job description

Job summary

Our Service Operations Team are looking for an ICT Service Operations Centre (SOC) Engineer to join their team.

The successful candidate will be a passionate and dedicated individual who will be responsible for ensuring that we deliver a prompt, efficient and positive ICT service delivery experience for every one of our customers.

The ideal candidate will demonstrate a logical approach to diagnosing and resolving technical faults on supported equipment throughout the organisation.

Main duties of the job

The post holder will work with the ICT Service Operations Team Leader to deliver an integrated ICT support service within the agreed Service Level Agreements (SLAs).

The post holder must have the ability to demonstrate a logical approach to diagnosing and resolving technical faults on supported equipment throughout the organisation.

The post holder will be a member of a team providing technical support to users of Innovates ICT services hardware and software

About us

As a growing company, Innovate has a range of benefits and opportunities to enable individuals to grow and experience a range of new challenges. Innovate has a commitment to develop staff and provide a supportive work life balance. Innovate is a staff led company, with a mission to provide the best technology solutions and support to our Trusts.

At Innovate, we recognise the benefits of transferable skills and a desire to learn. We encourage anyone who is interested in this role to get in touch, even if you do not meet all stated criteria.

Travel between our sites will be required for this role.

Please note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.

Details Date posted

31 July 2025

Pay scheme

Other

Salary

£32,166 a year

Contract

Permanent

Working pattern

Full-time

Reference number

M9203-25-0026

Job locations

Leamington Spa Hospital

Heathcote Lane

Heathcote

Warwick

CV34 6SR

Job description Job responsibilities

Provide second-line SOC and Acute support, including the analysis and diagnosis of complex hardware and software problems.

Install and configure IT hardware, software, and peripheral devices.

Take ownership of customer issues through to resolution.

Networking support and troubleshooting, including patching and maintenance of switches and routers.

Remotely support end-user estate using industry recognised software.

Responsible for the assessment, allocation, replacement, upgrade, and transfer of ICT equipment as appropriate.

Contribute to Knowledge Management by ensuring comprehensive system documentation is created /updated using best practice standards.

Responsible for the coordination and decommissioning of redundant ICT equipment ensuring the Waste Electrical and Electronic Equipment (WEEE) regulations are adhered to and confidential data is secure prior to disposal.

Assist to develop and maintain supporting documentation for service management as defined in the Service Catalogue.

Provide advice/guidance where relevant to ICT security and observe all ICT security procedures in the performance of your duties.

Respond to changes in priorities that may be required, to adjust/interrupt planned schedules.

Mentor junior members of the team and any staff that are seconded to support core team activities.

Communicate complicated, difficult to explain ICT issues to non-technical staff/suppliers and associated peer groups.

Undertake other duties to meet the changing needs and priorities of the Trust being supported, as determined by the ICT Service Operations Team Leader and in accordance with the grade and nature of the post.

Provide temporary cover on the ICT Service Desk in relation to resources for example team meetings, annual leave, as requested by the ICT Team Leader.

The post holder will be expected to take responsibility for their own professional development and will be supported to achieve development opportunities as appropriate.

The post holder will be available to travel between sites in Warwickshire as and when needed.

To provide out of hours technical assistance if needed

Job description Job responsibilities

Provide second-line SOC and Acute support, including the analysis and diagnosis of complex hardware and software problems.

Install and configure IT hardware, software, and peripheral devices.

Take ownership of customer issues through to resolution.

Networking support and troubleshooting, including patching and maintenance of switches and routers.

Remotely support end-user estate using industry recognised software.

Responsible for the assessment, allocation, replacement, upgrade, and transfer of ICT equipment as appropriate.

Contribute to Knowledge Management by ensuring comprehensive system documentation is created /updated using best practice standards.

Responsible for the coordination and decommissioning of redundant ICT equipment ensuring the Waste Electrical and Electronic Equipment (WEEE) regulations are adhered to and confidential data is secure prior to disposal.

Assist to develop and maintain supporting documentation for service management as defined in the Service Catalogue.

Provide advice/guidance where relevant to ICT security and observe all ICT security procedures in the performance of your duties.

Respond to changes in priorities that may be required, to adjust/interrupt planned schedules.

Mentor junior members of the team and any staff that are seconded to support core team activities.

Communicate complicated, difficult to explain ICT issues to non-technical staff/suppliers and associated peer groups.

Undertake other duties to meet the changing needs and priorities of the Trust being supported, as determined by the ICT Service Operations Team Leader and in accordance with the grade and nature of the post.

Provide temporary cover on the ICT Service Desk in relation to resources for example team meetings, annual leave, as requested by the ICT Team Leader.

The post holder will be expected to take responsibility for their own professional development and will be supported to achieve development opportunities as appropriate.

The post holder will be available to travel between sites in Warwickshire as and when needed.

To provide out of hours technical assistance if needed

Person Specification What we are looking for in our people Essential

• Substantial proven experience in an ICT technical support environment.
• Developed and demonstrable skills and knowledge in the following areas:
• Network Troubleshooting
• Hardware & Software installation Troubleshooting
• Active Directory knowledge
• Excellent interpersonal, communication and organisational skills.
• The ability to work as part of a team.
• Strong problem-solving skills.

Person Specification What we are looking for in our people Essential

• Substantial proven experience in an ICT technical support environment.
• Developed and demonstrable skills and knowledge in the following areas:
• Network Troubleshooting
• Hardware & Software installation Troubleshooting
• Active Directory knowledge
• Excellent interpersonal, communication and organisational skills.
• The ability to work as part of a team.
• Strong problem-solving skills.

Employer details Employer name

Innovate Healthcare Services

Address

Leamington Spa Hospital

Heathcote Lane

Heathcote

Warwick

CV34 6SR

Employer's website

https://www.innovatehs.co.uk/ (Opens in a new tab)

Employer details Employer name

Innovate Healthcare Services

Address

Leamington Spa Hospital

Heathcote Lane

Heathcote

Warwick

CV34 6SR

Employer's website

https://www.innovatehs.co.uk/ (Opens in a new tab)