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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Operations Engineer - **Company:** Cardiff and Vale University Health Board - **Location:** Crowborough, UK - **Experience:** Experienced - **Salary:** £26,325.0 - £27,222.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple IOS, Software Applications, VoIP, Dynamic Host Configuration Protocol, Domain Name System (DNS), IBM Service Management Framework, Microsoft Office, Virtualization Technology, CompTIA Strata - PC Hardware Technology Engineer, Computer Network Technologies, Information Technology, User Administration, User Accounts - **Published:** October 31, 2026 - **Apply:** https://www.jobs.nhs.uk/candidate/jobadvert/B0237-26-0097?language=en&sort=publicationDateDesc&page=674 ## About the Role * At least 2 years' experience within an IT Service Desk or Helpdesk environment * Experience working within an ITIL or similar service management framework * Strong troubleshooting skills across Windows operating systems and Microsoft Office applications * Experience with Active Directory user administration * Knowledge of desktop and laptop hardware support * Experience using IT Service Management tools * Familiarity with remote support technologies * Understanding of core networking concepts including TCP/IP, Wi-Fi and Active Directory, * Microsoft 365 administration and support * Endpoint security and antivirus management * Mobile device support including iOS and Android * Backup and recovery technologies * Virtualisation technologies * DNS, DHCP and Group Policies * VoIP or traditional telephony systems * Healthcare or regulated sector experience ## Description This is more than a traditional support role. We are continually evolving the way technology services are delivered across Horder Healthcare and are investing in digital solutions that support the future of healthcare. If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced environment where no two days are the same, we'd love to hear from you As an IT Operations Engineer, you'll be a key member of our IT Operations team, ensuring our systems, devices and infrastructure remain reliable, secure and available for colleagues across the organisation. You'll provide technical support, manage and resolve incidents, maintain IT assets and infrastructure, and contribute to projects that help drive our digital transformation agenda., * Acting as a first point of contact for IT support requests via phone, email and face-to-face interactions * Taking ownership of incidents and service requests through to successful resolution * Diagnosing, troubleshooting and resolving hardware, software and system issues * Escalating complex issues where appropriate and working collaboratively with IT colleagues and third-party suppliers * Supporting and maintaining a diverse technology environment including Windows devices, mobile technology, printers and telephony systems * Managing user accounts across various platforms, including Active Directory and Microsoft 365 * Deploying and supporting authorised software applications * Maintaining accurate asset and licensing records * Assisting with IT projects and service improvements * Creating and sharing technical documentation and user guidance * Participating in on-call and shift rotas as required * Identifying opportunities to improve systems, processes and the overall digital experience for colleagues, * Working as part of a team to serve as first point of contact for HH stakeholders, e.g. clinical staff, administrative staff and executives, through differing mediums e.g. phone, face-to-face, email * Taking ownership of issues reported to the Service Desk and seeing problems through to resolution within agreed time limits * Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues * Following standard procedures for proper escalation of unresolved issues to the IT Leads * Undertaking small sized IT projects as delegated by the IT Leads * Supporting, maintaining and configuration of a mixed endpoint environment e.g. Windows, IOS, Printers/MFDs, Phones * Deployment of authorised software * Supporting Microsoft Windows OS and Office products * Supporting other 3rd party vendors software products * User administration across multiple platforms e.g. Active Directory, Office 365, DXC iPM, Compucare * Completing internal user moves of IT equipment * Ensuring asset logs for equipment and users are maintained * Ensuring licensing for all software purchased is recorded and maintained * Document & share technical knowledge for both IT staff and end users * Take part in on call rota system * Work with 3rd party managed service providers e.g. LAN and WAN and software vendors * Take the initiative to develop innovative solutions to improve the overall effectiveness of the HH business through digital opportunity, * Microsoft 365 administration and support * Endpoint security and antivirus management * Mobile device support including iOS and Android * Backup and recovery technologies * Virtualisation technologies * DNS, DHCP and Group Policies * VoIP or traditional telephony systems * Healthcare or regulated sector experience 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.