IT Operations Engineer

Horder Healthcare; Crowborough; On-site; GBP 24,000 - 30,000; Full time

Job summary

At Horder Healthcare, we are seeking an enthusiastic and customer-focused IT Operations Engineer to join our IT team and help keep systems, devices and infrastructure reliable and secure for colleagues across the organisation.

You’ll provide technical support, manage incidents, maintain IT assets, and contribute to projects that drive our digital transformation, working with Windows, Active Directory and Microsoft 365, and collaborating with suppliers.

Qualifications

• 2+ years in IT Service Desk/Helpdesk.
• Experience with ITIL or similar service framework.
• Strong troubleshooting across Windows OS and MS Office.
• Active Directory user administration experience.
• Hardware support for desktops and laptops.
• Familiar with IT Service Management tools.
• Familiarity with remote support technologies.
• Understanding of TCP/IP, Wi-Fi, and AD networking basics.
• Excellent verbal and written communication skills.
• Proactive problem solver who takes ownership.

Responsibilities

• Act as first point of contact for IT support requests via phone, email, and in person.
• Own incidents and service requests through to resolution.
• Diagnose, troubleshoot and resolve hardware, software, and system issues.
• Escalate complex issues and collaborate with IT teams and third-party vendors.
• Support and maintain Windows devices, mobile tech, printers and telephony systems.
• Manage user accounts across platforms (Active Directory, Microsoft 365).
• Deploy and support approved software applications.
• Maintain accurate asset and licensing records.
• Assist with IT projects and service improvements.
• Create and share technical documentation and user guides.
• Participate in on-call and shift rotas.
• Identify opportunities to improve systems and processes.

Skills

IT Service Desk experience

ITIL experience

Windows troubleshooting

Active Directory

Hardware support

ITSM tools

Remote support

Networking basics

Communication

Problem solving

Independence

Job description

At Horder Healthcare, technology plays a vital role in delivering exceptional care to our patients and supporting our colleagues across the organisation. We're looking for an enthusiastic and customer-focused IT Operations Engineer to join our IT team.

This is more than a traditional support role. We are continually evolving the way technology services are delivered across Horder Healthcare and are investing in digital solutions that support the future of healthcare. If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced environment where no two days are the same, we'd love to hear from you.

As an IT Operations Engineer, you'll be a key member of our IT Operations team, ensuring our systems, devices and infrastructure remain reliable, secure and available for colleagues across the organisation.

You'll provide technical support, manage and resolve incidents, maintain IT assets and infrastructure, and contribute to projects that help drive our digital transformation agenda.

What you'll be doing:

• Acting as a first point of contact for IT support requests via phone, email and face-to-face interactions
• Taking ownership of incidents and service requests through to successful resolution
• Diagnosing, troubleshooting and resolving hardware, software and system issues
• Escalating complex issues where appropriate and working collaboratively with IT colleagues and third-party suppliers
• Supporting and maintaining a diverse technology environment including Windows devices, mobile technology, printers and telephony systems
• Managing user accounts across various platforms, including Active Directory and Microsoft 365
• Deploying and supporting authorised software applications
• Maintaining accurate asset and licensing records
• Assisting with IT projects and service improvements
• Creating and sharing technical documentation and user guidance
• Participating in on-call and shift rotas as required
• Identifying opportunities to improve systems, processes and the overall digital experience for colleagues

You’ll be a proactive and customer-focused IT professional who enjoys learning new technologies and delivering excellent support.

• At least 2 years' experience within an IT Service Desk or Helpdesk environment
• Experience working within an ITIL or similar service management framework
• Strong troubleshooting skills across Windows operating systems and Microsoft Office applications
• Experience with Active Directory user administration
• Knowledge of desktop and laptop hardware support
• Experience using IT Service Management toolsFamiliarity with remote support technologiesUnderstanding of core networking concepts including TCP/IP, Wi-Fi and Active Directory
• Excellent communicators with strong interpersonal skills
• Natural problem-solvers who take ownership and deliver results
• Comfortable working independently and as part of a collaborative team

Salary: up to £27,222.00 per annum, depending on experience

Contract type and hours: Permanent full time (37.5 hours per week) with on call

Right to work in the UK

In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. We have assessed this role and do not consider that we would be able to sponsor a successful candidate under the Skilled Worker route as the role does not meet the relevant Home Office criteria; the successful candidate therefore must be able to demonstrate their own right to work during the recruitment process without Horder Healthcare sponsorship.

At Horder Healthcare, we are proud to champion and celebrate diversity, equity, inclusion and belonging in all areas of our business. We are committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to protected characteristics by applicable law

As a disability confident employer, we are pleased to offer our full support should you require an alternative method of applying or any reasonable adjustments to be made during the recruitment process.

In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.

Due to the nature of work here at Horder Healthcare, and to ensure that we remain committed to our Safeguarding policy, all successful applicants will be subject to pre-employment checks, including an Enhanced Disclosure and Barring Service (DBS check). References and Occupational Health checks will also be taken up before appointment.