Endpoint Engineer - NHS

Spinwell Global Limited

Norwich, UK

5 days ago

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Role details

Contract type

Temporary contract

Employment type

Full-time (> 32 hours)

Compensation

£44,674.0

Working hours

Regular working hours

Job source

www.adzuna.co.uk

Tech stack

Microsoft Windows Active Directory Software Applications Data Integrity Desktop Computing Text Processing Microsoft Operating Systems Network Service Citrix Systems RSA (Cryptosystem) Peripherals Computer Equipment

Job description

Providing IT second line customer focused support for both clinical and corporate customers
Ensure all work/ calls are recorded within the call management system through the IT Service Desk
To be prompt and meticulous in updating of daily Incidents and Request for Service handled into the call management system ensuring all relevant details are captured
To be responsive and pro-active when investigating and diagnosing incidents by providing telephone remote support to restore normal service as quickly as possible
Monitoring and tracking incidents, escalating where necessary hieratical or functionally
Prioritise, organise and re-classify IT incidents, requests for service and queries, documenting additional information gained and actions carried out in line with the Support Services standards and Digital Services service level agreement
Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems
Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within IT
Responsible for the Installation/ setup, repair and maintenance of workstations, local software, peripherals and telephones in accordance with the Digital Services SLA. Configure settings, network services and printer facilities
Upgrade, migrate, test and maintain IT hardware, software and peripherals
Build & Install purchased IT equipment & software applications within agreed timescales documented in the Service Level Agreement
Provide second line support to customers in troubleshooting, investigating and repairing applications and IT hardware, including desktops/ laptops and related peripherals, ensuring that Agreed Service Levels are met
Analyse information presented and gained from the customer to enable diagnostics of workstations and peripheral equipment using remote Digital Services approved tools
Undertake site visits where necessary to rectify software/hardware problems, undertake moves and changes & roll out new hardware for technology refresh/project work
Responsible for the maintaining the Digital Services antivirus, Sophos console, and data integrity within the call management system
Ensure all Endpoint asset information is kept up to date
Escalate calls in jeopardy of failing service level targets to the Endpoint Services Manager
Assist the Endpoint Specialists with the development of new build images
Contribute to the creation of second line technical process maps and assist in keeping documentation up to date, making recommendations of service\ documentation improvement to the Endpoint Services Manager
Provide customer-focused IT service, manage customer expectations by keeping customers informed of progress, provide consistent information\ advice using the appropriate technical language to suit the audience when explaining complex technical resolution or guidance
Other second line activities as directed to continuously improve service and strive for best practice
Provide peer training within the Endpoint Engineering team to ensure a multi-skilled team and knowledge transfer
Presenting a positive image of Digital Services at all times and comply with all Corporate Policy

Requirements

A degree or equivalent or significant experience of supporting Computer Desktop Hardware
Microsoft Certification or equivalent
ITIL Service Management foundation certification or equivalent knowledge
Working knowledge of Active Directory, users, computers and security groups
Working knowledge of Microsoft Operating Systems; Windows 11
Working knowledge of Sophos console, asset management solutions and Citrix
Working knowledge of Microsoft Office 365
Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
Excellent communications skills (verbally and written)
Good analytical problem solving skills
Experience of working effectively as a team
Excellent customer handling skills, including communicating at the customer’s technical level, working with executive customers and managing difficult people
Professional and calm approach at all times, particularly when dealing with difficult situations
Good customer relationship management skills, enabling customer confidence and empowerment
A logical approach to problem solving and exercising good judgement
Good attention to detail
Prioritises and organise workload in accordance with the Service Level Agreement
Able to meet targets under pressure
Able to communicate effectively in written and verbal English language
Self motivated
‘Will do/ can do’ attitude
Flexible with working hours where it is demanded by the role, to meet the needs of the service
Understand and apply client vision, values and behaviours
Be proactive, forward thinking and comfortable working on own initiative
Share creative and innovative ways of doing things with colleagues
Take ownership
Deliver on commitments in a timely way
Exhibit the necessary level of independence and objectivity required to perform the
Ability to perform moderate physical activity on a frequent basis
Must hold full and valid UK driving licence and have access to a vehicle