Technical Services Engineer

IWT PHU Single Corporate Service; Portsmouth; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

On-site nursery

Wellness centre

Staff networks

Job summary

IWT PHU Single Corporate Service is seeking an IT professional to join the IT Operations team. The role supports daily technical tasks, triages incidents, and collaborates with vendors to maintain service availability across multiple sites.

Responsibilities include logging and resolving tickets, participating in ITIL processes, and ensuring system performance and data integrity within the Trust Data Centres. Travel between sites may be required.

Qualifications

• Degree level qualification or equivalent in computing or related field.
• Higher National Diploma (HND) in IT.
• Technical accreditation in MCTS, MCITP, or CCNA.

Responsibilities

• Act as incident management and service request triage point for IT Technical Services.
• Conduct daily technical task checks, log tickets, and escalate findings.
• Support ITIL processes across Incident, Request Fulfilment, Change, Release, Configuration, and Problem management.
• Ensure systems operated within Trust Data Centres meet performance and data integrity targets.
• Assist diagnosis of complex IT incidents and participate in major problem reviews.

Skills

ITIL knowledge

Interpersonal skills

Communication skills

Time management

Problem solving

Education

Degree in computing or related field

Higher National Diploma in IT

IT certifications (MCTS/MCITP/CCNA)

Job description

• Weekly Hours / Programmed Activities: 37.5
• Salary Band: Band 5
• Staff Group: Administrative and Clerical
• Contract Type: Temporary
• Job Area: Admin and Corporate

Company Description

Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this.

The single corporate service is delivered across both organisations. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

Job Description

NHS Band 5 Salary: £32,073 - £39,043 per annum

Hours Per Week: Full Time, 37.5 per week

Contract Type: 2 xTemporary for 12 months

Job purpose

Play a specialist technical role in the provision of effective,efficientand fully integrated IT operational services that maximise their availability and integrity for end-users and optimise the value gained by the Trust from its investment in IT. This will be achieved by:

Conduct Daily technical task checks, log and escape tickets within IT Technical Services Team as appropriate

Act as incident management and service request triage point of contact for the Technical Services team, check tickets escalated to IT Technical Services for required detail and assign to theappropriate resourceas directed

Support andassistthe IT Technical Services Specialists by undertaking routine server maintenance and housekeeping tasks whenrequired

Supporting the department’s ITIL processes,providingprofessional guidance in and execution of Incident, Request Fulfilment, Change, Release, Configuration, Problem, Performance, and Availability Management

Applying operating procedures for all systems hosted within the Trust Data Centres so they areoperatingat theiroptimumperformance, availability to IT users and integrity of their data

Specific Core Functions:

Conduct collection Daily Task checks and log calls and elevate findings as necessary withinIT Technical Services Team

Triage Unassigned escalated calls to ITTechnical Servicesteam, check theycontainnecessary detail and information to be progressed. Assign calls to ITTechnical Servicesteam memberswith guidelines provided

Working alone on IT systems and modifications to existing IT systems, or with partners,vendorsor colleagues on more complex systems. Specifies user/system technical requirements, including the overall management of the system implementation and transition into both the Operational Service and Centre.

Executes test plans, to verify correct operation of completed system implementations.

Enables the software builds ready for loading onto the target hardware. Held within astandard configuration arrangement, conducts a series of tests and records the details of any failures.

Enables test specifications as required for testers to follow, carries out fault diagnosis relating to extreme complex problems as part of installations, reporting the results of the diagnosis in a clear and concise manner.

Assistdiagnosis of complex and recurring IT incidentsin order toreduce the number of IT service failures and improve the IT user experience.

Assistsupport major problem reviews with the intention ofidentifyingwhat went wrong,rightand what can be done to improve the response in the future. Outcome of the review should alsoidentifyhow to prevent the reoccurrence of the major problem.

Assistdiagnosis of complex and recurring IT incidentsin order toreduce the number of IT service failures and improve the IT user experience.

Assistsupport major problem reviews with the intention ofidentifyingwhat went wrong,rightand what can be done to improve the response in the future. Outcome of the review should alsoidentifyhow to prevent the reoccurrence of the major problem.

Following agreed procedures, provide advice on systems, and IT services as part of the incident resolution.

Provide an effective interface between IT Users and service providers, including external commercial suppliers where applicable.

For full job details and person specification, please refer to enclosedJob Description

Qualifications

• Degree level qualification or equivalent in computing or related field.
• Higher National Diploma (HND) in IT
• Technical accreditation in at least one or more of the following: Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA).
• ITIL Foundation Certificate
• Evidence of continuing professional development
• Microsoft Certified Systems Engineer (MCSE), Certified Virtualisation Expert (CVE) or Citrix Certified Architect (CCA).

Experience

• Theoretical and specialist knowledge across one or more information technology platforms; Desktop Virtualisation, Data & Voice Networking, Security, Mobility, Peripheral Hardware.
• Significant experience of IT Service Management, Incident Management, Problem Management, and Change Management.
• Significant experience in participating in technical problems to resolution, including working within a team and including external suppliers.
• Experience in participating in project delivery of technical projects.
• Experience in assisting with report writing, being operating procedures, options appraisals, and user guides.

Skills & Knowledge

• Excellent interpersonal and explanatory skills in dealing with a wide range of information technology users from skilled to IT-illiterate.
• Excellent verbal/written communication skills, with the ability to present within a group.
• Good team-player, highly motivated individual to support the delivery of an efficient, effective customer-focused support service.
• Good presentation and negotiation skills.
• Excellent planning and time-management skills.
• Good negotiating and relationship-building skills.
• Able to set clear and appropriate priorities, with the ability to deal with conflicting demands, unpredictable work patterns, and multiple deadlines.
• Good technical knowledge to understand and resolve technical problems.
• Good knowledge of data protection and information security/governance issues.
• Practical understanding of NHS IT Security issues.

Additional Information

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and DisAbility, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.