IT Technician - Deployment Engineer

Job overview

As a Technician, you will be part of the 2nd Line team responsible for providing 2nd line ICT support for the Group. The team will deliver customer-sensitive and responsive support, fault resolution, advice, and technical support services, ensuring maximum availability, performance, and utilization of ICT systems. This role contributes to the Windows 11 Project Deployment Team as a deployment engineer.

You will need experience in Information Technology Infrastructure Library (ITIL) service principles and processes with a background in ICT Service Delivery, particularly in incident, request, and problem management.

Excellent interpersonal skills are essential, as you will need to build relationships with customers at all levels. You must possess analytical and problem-solving skills and be able to make recommendations based on data analysis. The ability to work under demanding timescales and remain calm during major service disruptions is crucial.

There will be a requirement to be part of an on-call 24/7 rota.

All new staff will be subject to a probationary period covering their first six months in post.

Main duties of the job

• Provide 2nd line technical support to end-users and act as a liaison between 1st and 2nd line support, responding to Service Desk calls that cannot be resolved by the 1st Line team.
• Contribute to the Windows 11 Project Deployment Team as a deployment engineer.
• Manage expensive ICT equipment and configuration, testing and installation software, repair and maintenance of ICT equipment. Asset tagging and recording as required.
• Instruct ICT users in the proper and safe use of ICT equipment.
• Maintain a solutions-driven, confident, and friendly approach when dealing with end users.
• Schedule your workload in conjunction with the Lead Technician.
• Participate in a rota to ensure the Service Desk has the 2nd line team available during agreed hours and that there is a 2nd line on-call service available to the Group.
• Contribute to the Service Desk knowledge base.

About us

• Provide second line technical and operational support services for the Group's satellite sites as required.
• Ensure feedback is provided to end users on the progress of their incidents regularly.
• Contribute to the Group's Configuration Management Database (CMDB) in conjunction with the Service Delivery Analysts.
• Contribute to the Group's asset management database with the Hardware and Software Asset Analyst.
• Manage the installation, configuration, and maintenance of the Group's Multi-functional device (MFD) estate in conjunction with the MFD supplier.
• Ensure collaboration between 1st and 2nd line teams.
• Work with the Lead Technician to identify process improvements and initiate change.

Job description

Job responsibilities

Main Duties

• Provide 2nd line technical support to end-users and act as a liaison between 1st and 2nd line support.
• Manage expensive ICT equipment, including configuration, testing, installation, repair, and maintenance.
• Instruct ICT users in the proper use of ICT equipment.
• Maintain a solutions-driven, confident, and friendly approach.
• Schedule your workload with the Lead Technician.
• Participate in a rota to ensure service availability.
• Contribute to the Service Desk knowledge base.
• Liaise with 3rd parties, such as the NHS.net Service Desk.
• Document all changes as defined by the Infrastructure Specialists.

Management and Leadership

• Contribute to the implementation of the Group Digital Strategy.
• Deputise for the Lead Technician as necessary.

Technical Service Delivery

• Participate in ICT project meetings.
• Keep the Group's base Desktop and Laptop image up-to-date.
• Manage redundant hardware recycling and secure disposal of storage devices.
• Work with the Cyber Security team to resolve identified issues.

Performance

• Contribute to the delivery of performance standards for the Service Management function.

Advice, guidance, and partnerships

• Provide technical assistance regarding the Service Delivery function.
• Develop partnerships and share best practices across the Group.

Policies and procedures

• Ensure appropriate and up-to-date policies are in place for ICT services.

Professional and Personal Development

• Maintain awareness of developments and legislation relevant to the Service Delivery function.

Role Requirements

• Support distributed and flexible working arrangements; travel may be required.
• Frequent VDU use and high levels of concentration required.

Person Specification

Knowledge and Experience

Essential

• Experience with expensive ICT equipment and knowledge of configuration and maintenance.
• Experience in ICT Service Delivery, preferably in the public sector.

Desirable

• Experience in creating technical documentation for new or updated systems.

Skills
Essential

• Good verbal and written communication skills.

Key Competencies/ Personal Qualities & Attributes
Essential

• Passionate and committed to improving the way we work.

Education, Training & Qualifications
Essential

• Relevant education and training.

Desirable

• ITIL v.3 or later foundation certificate.

Employer details
Employer name
Kettering General Hospital NHS Foundation Trust
Address
Kettering General Hospital, Rothwell Road, Kettering, NN16 8UZ

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