We have an exciting opportunity for you to join our IT Operations team. As a highly experienced IT Engineer, your experience in delivering a first-class operational service will help N3i to transform health and care services in a complex and challenging environment.

With a comprehensive knowledge of IT End-user support in an NHS environment, you will ensure that desktop services are delivered to the published service levels and that they remain aligned with customer requirements. Your excellent communication and interpersonal skills will also be essential within this role, as will your exceptional organisational skills and your ability to successfully prioritise and manage a busy workload.

Main duties of the job

You will be part of a team assisting in the provision, maintenance and development of a comprehensive IT service to support our customer's objectives.

The post holder will be responsible for delivering IT support services across the health and care sector, mainly within Primary Care.

Troubleshoot and resolve desktop-based hardware, applications and peripherals, such as printer-related issues, quickly in order to provide efficient and effective user support.

Ability to work on your own initiative as well as part of a team.

The successful applicant will be expected to join the existing on-call rota for critical IT services' out-of-hours support.

A driving licence and access to your own transport will be required for this role.

About us

N3i offers a combination of technical expertise and strong customer service skills to deliver an industry-leading IT support service to our customers across the region. The IT support service is provided from our state-of-the-art facilities in locations around the North Yorkshire & Humber region, with our HQ based in Unit 9, Bridgehead Business Park, Hessle.

You will be working with a friendly, multi-disciplinary team in a fast-moving and dynamic environment that will see you working with staff across the organisation and with a range of external partners. This is a great opportunity to help shape the future of N3i.

Job description

Job Responsibilities

The IT Engineer will be an integral part of N3i, providing IT support to customers across primary care (GP practices) in the North Yorkshire, York, and Humber regions.

The post holder will provide IT technical support to ITIL/accredited standards, ensuring efficient and high-quality service delivery across the N3i-supported customer base. The post holder will be a team player and support the wider teams in the support and maintenance of the IT infrastructure and the associated servers and services. The engineer will act as the first point of escalation for IT incidents and issues and will work with other IT services as necessary to resolve them.

DUTIES AND RESPONSIBILITIES

Core Functions

• To be responsible for the delivery of a consistently high standard of services to all supported organisations
• To understand and make all reasonable efforts to deliver a service within the quality and performance levels agreed with each supported organisation.
• To participate in out of hours on-call services in accordance with agreed SLAs
• Implementing a consistent IT service in line with a standard set of tools
• To respond and resolve assigned service desk calls to meet agreed service levels, ensuring that all SLA and KPIs are consistently and reliably met
• To work closely with other teams within N3i to ensure customer satisfaction through the end-to-end ownership of incidents and problems
• Be the first point of escalation for incidents and problems relating to the locality covered
• Ensure all IT equipment is logged, tracked, and accurately recorded by the team within the Configuration Management Database.
• Be responsible for the installation, repair and maintenance of IT equipment and software.
• Ensuring that all necessary governance functions and processes are adhered to and that these functions and processes fit in.
• Additional duties as required to meet service needs.

Management and Leadership Responsibilities

• Work closely with other teams within IT service to ensure customer satisfaction through end-to-end ownership of incidents and problems.
• To communicate using persuasive and negotiating skills where agreement or cooperation is required
• To actively support and contribute to the delivery of key performance indicators for the successful assessment of performance
• To provide project teams and operational teams with advice and guidance on the specialist service area

Analytical Tasks

• Analyse systems and information to identify and resolve a wide range of problems in relation to hardware and software errors.
• Ensure related hardware and software faults that have been logged with the IT Service Desk are responded to in the agreed timescales.
• Proactively monitor, assess, and prioritise live incidents using our systems, ensuring resolution within agreed service level agreements.
• Support the Team Leader in the identification of common problems as part of the problem management agenda.
• To be aware of current Disaster Recovery Plans and escalation points in relation to these.
• To exercise particular care over any enhanced level of security access levels that the post holder may have to IT infrastructure or systems, not disclosing the authentication & security information to any other party (internal or external).
• Be familiar with the organisation's Business Continuity Plan (BCP) and personal responsibilities within where applicable.

Planning and Organisational Skills

• Requirement to use a variety of tools (screwdrivers, etc.) and software diagnostics when working on IT systems (e.g. Windows event viewer)
• Ensure all data recorded (electronic or manual) in the completion of your duties is accurate, complete and recorded in a timely manner to meet the requirements of the business.
• To contribute to and support, where required, activities needed for any external accreditation or authorisation requirements necessary to the sustainability of the business.
• To exercise particular care over any enhanced level of security access levels available to the postholder to IT infrastructure or systems, not disclosing the authentication & security information to any other party (internal or external)
• To operate within agreed quality and service level standards for all supported organisations

Physical Skills

• The post requires the development of physical skills to fulfil duties in a role where there is a specific requirement for speed and accuracy. The post holder will possess keyboard skills and manipulate critical data and information with narrow margins for error.

Policy and Service Development Implementation

• Actively work to ensure continual service improvement
• Identify any opportunities for improvement to the service and bring to the line manager's attention.
• To ensure Standard Operating Procedures in place are complied with, and the line manager is advised where there is evidence that these require review
• To ensure compliance with relevant legislation and other standards aimed at ensuring the confidentially, integrity and availability of information.
• Be aware of current business continuity/disaster recovery plans and procedures and support their implementation when needed.
• Develop standard operating procedures relating to the installation & support of existing IT & IT developments.
• To report any identified risk or breach of IT security immediately

Responsibility for Financial/Physical Resources

• Be responsible for the safe use of IT hardware and software, including installation, repair and maintenance.
• Liaise with external agencies, suppliers and contractors for support purposes.
• Support the evaluation and procurement of suitable IT hardware and software.

Responsibility for Human Resources

• Assist in supervising and training junior members of staff and apprentices as required.
• Deputise for the IT Services Team Leader when required to do so (annual leave/sickness absence cover)
• On occasion, the post holder may be required to work unsociable hours to support and/or enable the delivery of key programmes or projects.

Responsibility for Information Resources

• Responsible for maintaining all electronic and manual filing systems, ensuring ease of access for retrieval and filing of data, records, and documents on a daily basis.
• Ensure that a high level of accuracy is maintained in all information systems held by the IT team, such as the asset management system and documentation.

Responsibility for Research and Development

• Supports the testing and adaption of IT systems and applications to enable service delivery.
• Will be required to work within standard operating procedures with a team leader available for reference.

Education and Training Responsibilities

• To be responsible for developing & maintaining information resources such as knowledge base
• Ensure mandatory training is up to date.

Person Specification

Qualifications

Essential

• Knowledge of a range of IT areas acquired through qualifications to degree level or an equivalent level of relevant experience. Knowledge of administrative procedures, project management or information analysis.

Desirable

• Vendor qualification, e.g. Microsoft Certified Desktop Support Technician. Evidence of continued professional development. ITIL Foundation Certificate in IT Service Management (ITIL). Basic knowledge of project principles. Previously worked in a similar position within the public sector

Technical

Essential

• Team management skills (in both direct and soft management). Competent ability with PC hardware and software and Windows Operating Systems. Skills for communicating complex information, requiring developed interpersonal and oral or written communication skills. Problem-solving skills and ability to respond to sudden, unexpected demands. Skills for managing aspects of projects. Skills for manipulating information. Advanced keyboard skills. Ability to work on own initiative and organise own workload with minimal supervision, working to tight and often changing timescales. Willing to travel extensively to and to be present where necessary throughout geographic areas of responsibility. A self-starter, able to operate remotely across multiple geographic locations.

Desirable

• Ability to pull together comprehensive draft reports. Negotiating, networking and persuasive skills. Excellent time management skills, with the ability to re-prioritise

Experience

Essential

• Significant experience of providing field or desk-based support to IT users in an environment of mixed Windows Operating Systems. Exposure to large corporate computing environments.

Desirable

• Experience in working in Primary Care IT.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and as such, it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

N3i Limited

Address

N3i

Orchid Road

Hessle

HU13 0DH