Network and Systems Engineer

Midlands Partnership University NHS Foundation Trust; West Midlands; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading NHS organization in the West Midlands is seeking an experienced professional for 3rd line technical support. This key role involves providing comprehensive assistance with hardware and software issues, both remotely and on-site, while liaising with various stakeholders to maintain operational efficiency. The ideal candidate will have a strong background in IT, excellent communication skills, and the ability to thrive under pressure. The position also includes additional benefits such as generous leave and NHS pension schemes.

Benefits

Excellent NHS Pension scheme

Generous annual leave

Flexible working options

Health and Wellbeing support

Qualifications

• Strong understanding of complex IT systems and infrastructures.
• Able to provide remote and on-site support effectively.
• Excellent organizational skills and ability to prioritize tasks.

Responsibilities

• Provide technical support for clinical and non-clinical users.
• Resolve incidents and service requests efficiently.
• Liaise with suppliers to minimize disruptions.
• Maintain and repair hardware and software applications.

Skills

3rd line technical support

Troubleshooting hardware and software

Communication with stakeholders

Technical supervision

Customer service

Education

Relevant IT qualification

Tools

Service management tool

Networking equipment

Job description

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn.

The main purpose of this post is to provide 3 rd line technical support to all aspects of hardware infrastructure, software applications and related technologies. This will require a strong understanding of partner business requirements and the potential clinical impact of any IT projects or issues. This support will be provided across multiple communication channels, and take the form of remote and on‑site technical support.

Provide 3 rd line support for clinical and non‑clinical users across partner and customer organisations.

Provide an escalation point and technical supervision to more junior technical teams.

Maintain and build constructive relationships with a broad range of internal and external stakeholders.

Participate in relevant internal and external working groups/projects, services, and initiatives to provide information and analytical advice and expertise.

Interpret and explain information and issues, explaining highly complex issues to a wide range of internal and external stakeholders.

Benefits

• Excellent NHS Pension scheme
• Generous maternity, paternity and adoption leave
• Options for flexible working
• Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave
• Extensive Health and Wellbeing support and resources
• If you work in our community teams, we pay for your time travelling between patients
• Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate
• Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, mileage paid at business rates
• Salary sacrifice bikes up to £2k
• Free car parking at all trust sites
• Free flu vaccinations every year
• Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met)
• And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like‑minded people.

Responsibilities

• Play an active role in the planning, deployment and maintenance of technical systems.
• Liaise with suppliers in accordance with service contacts and service level agreements so as to minimise disruption to customer systems.
• Liaise with customers and their representatives in line with service level agreements.
• Complete business as usual activities for internally managed, hosted systems and customer systems as required.
• Resolve incidents, problems and service requests logged via the service management tool, in line with agreed service level agreements. Working closely with 1st and 2nd line colleagues.
• Provide technical supervision to more junior technical staff.
• Maintain and repair highly complex hardware and software applications/information systems to meet the needs of customers and the business.
• Regularly undertake formal tests of repaired, installed and/or adapted equipment and software.
• To implement policies created by more senior staff for own area of expertise.
• To recommend changes to policy and working practices to improve quality and meet national/organisational change.
• To be aware of, adhere to and implement team plans and policies.
• Accurately audit, document and maintain records of additions, modifications or removals of components of the ICT Infrastructure.
• Propose policy and service changes which impact beyond own area of activity. Such as providing advice and guidance to users and other IT professionals on IT policy and procedures.
• Cascade training and learning from specialist IT courses to colleagues within the Team.
• Undertake pro‑active monitoring of alerts and related resolution activities.
• Support SSHIS and trust IM&T colleagues in the planning, development and implementation of IM&T network and systems processes and systems.
• Provide coordination of, and participate in, relevant internal and external working groups and providing advice and support where requested.
• Work with all LHE staff to develop a culture of valuing IT, information and security to support improvements in health care using digital as a key enabler.
• Adhere to good practice change control procedures and adhere to relevant local and NHS policies.
• Be flexible and adjust work schedules to meet post requirements.
• To participate in internal forums and meetings as required.
• Contribute to the creation of technical documentation with a clear understanding of the business and service user needs.
• Acquire and maintain detailed knowledge of technologies so that enquiries can be clearly and quickly addressed.
• Maintain an awareness of changes to software, hardware, and technologies that could impact on core customer activities.
• Identify opportunities where technological advancements can be applied to better use of that technologies use across the LHE.
• Use judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for cyber incidents and problems not progressing satisfactorily.
• Ensure organisational policies are applied in own work environment.

Systems & Equipment

Responsible for the installation, maintenance, repair and safe use of expensive and highly complex physical assets such as network and hardware/software infrastructure on a day to day basis on behalf of customers across the Local Health Economy (LHE) and other NHS organisations/national applications.

Decisions and Judgements

• Use initiative and judgment when dealing with a potential wide range of IM&T issues.
• Adapt practice to meet individual customer requirements, independently analysing situations and taking into consideration complex facts and interpreting these appropriately when problem solving.
• Appraise complex information in order to make a judgement of complex facts that require analysis, interpretation and comparison of a range of options.

Communication and Relationships

• Communicate highly complex information some of which may be sensitive or contentious with both internal staff and customer representatives.
• Demonstrate negotiation skills in the management of conflict across a range of situations.
• Represent the SSHIS on committees, local and national user groups and at conferences as and when required.
• Maintain good relationships and communication between SSHIS and its customers.
• Maintain a customer service focus at all times.

Physical demands of the job

Advanced keyboard skills: Must have a highly developed skill in the use of computer keyboards to ensure data entry is both accurate and timely for the maintenance and support of complex and business critical servers and infrastructure.

Must have an ability to use fine tools when dealing with internals on hardware and other technical equipment.

May be required to occasionally carry or move heavy equipment without aids.

May occasionally be required to work in dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cabling runs.

Occasional requirement to use road transportation.

Most challenging/difficult parts of the job

Operate under considerable pressure in a challenging inter‑organisational environment.

Interpretation of national guidance and international standards and legislation.

May have to impart unwelcome news to customers, g. where a technical fault has caused issues with access to business critical applications.

May be required to handle interruptions during times of concentration so as to be able to deal with staff/customer queries.

Maintaining specialist knowledge of a range of ever changing IT software, hardware and infrastructure.

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