Detailed job description and main responsibilities

The Digital Services department at Essex Partnership University NHS Foundation Trust (EPUT) is seeking a proactive, experienced IT professional to join the IT Business Operations Team as a Digital Field Engineer.

The primary role of the digital field engineer is to provide 2^nd/3^rd line support services to end users relating to end user compute devices (PC’s, Laptops, Mobile Phones, printers etc), core infrastructure (networking, UPS’s, patching etc) and other digital services such as digital signage, room-based communications etc. You will be a mobile engineer travelling between Trust sites across Essex resolving incidents, undertaking service requests, completing changes and assisting in any equipment refresh programs inline with business agreed SLA’s.

As this is a customer facing role it is essential for the successful candidate to have excellent communication skills and have significant relevant experience of working within an IT Service Delivery team.

Applicants need to demonstrate sound technical knowledge of a diverse set of applications and hardware to resolve incidents for end users both over the phone and in person. It is expected that candidates will have excellent working knowledge of Microsoft desktop applications and end user device hardware, along with infrastructure knowledge such as Active Directory, Cisco networking (switches, Wi-Fi), Cisco Voice etc.

Working as part of an integrated service delivery team, you will provide a friendly and professional IT service to everyone you deal with, taking ownership of your own work and engaging fully in departmental improvement plans and processes

Using technical skills, remote access capabilities and on site support, contribute, as part of the wider Service Delivery team, to the client SLA’s by working flexibly to meet client demands.

You will also be required to assist in the delivery of technical work streams for specific projects and delivery of small works packages.

KEY RESPONSIBILITIES

This is an exciting opportunity to join a highly innovative ICT department that is seen as a core enabler for change within the organisation. The Trusts Digital operations department manages and provides support for approximately 8500 end user devices and over 8400 users across 85 sites in Essex.

·       To develop an in-depth knowledge of all local and national IT systems, hardware, software and telephony systems. To support all customers across the organisation.

·       As part of a specialist team be responsible for ensuring the timely resolution of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria.

·       A key responsibility of this post will be to contribute as part of the wider Service Delivery team to meeting client SLA’s. Taking a flexible approach to meet client expectations and contractual KPIs with both on-site and remote support methods.

·       The post holder will manage and participate in the support of IT systems and projects having a detailed knowledge of systems and infrastructure required to diagnose and resolve complex integrated service issues, such as:

o   Microsoft operating systems and applications, configuration of network printers, endpoint updates issues, infrastructure installations, WIFI & Wireless access point installs, complex hardware and software installs, Anti-Virus Support, Cabinet patching, clinical system support, VPN remote access support.

·       To have good working knowledge of all EPUT department internal procedures applicable to the role and appropriate national legislation, particularly around data security.

·       Actively engage and participate with management colleagues in the development and implementation of new ideas, processes and procedures that will improve the services delivered directly to customers, service levels or compliance to legislation, improve the customer experience and/or improve the wellbeing of staff.

·       To provide and receive complex or sensitive information and escalations from junior colleagues as part of the role, using technical abilities to ensure calls are resolved quickly or escalated to the appropriate team or specialist. This applies to both technical issues and customer complaints.

·       This role will be continually making decisions about technical escalations, reacting to emerging technical situations and dealing with IT issues.

·       Follow standard operating procedures for the progress and resolution of complex or technical calls and provide appropriate feedback to customers and EPUT technical teams

·       Maintaining an appointment diary, scheduling service visits, answering calls, handling daily office duties, responding to customer incidents and service requests within a timely manner.

·       Plan and organise day to day activities around managing work queues and priorities. There is likely to be times where planned work will need to be adjusted due to variable workload or higher priority calls coming in.

·       The role will be required to actively engage in the proposal of policy, procedures or service changes that could impact beyond the immediate team.

·       Responsible for installation and/or repair and maintenance of physical assets and demonstrating and training the safe user to end users

·       Provide training and guidance / shadowing for new starters within the department when required

·       To participate in testing of IM&T systems proposed for use within the team or wider organisation as required

·       Act as a specialist in a range of IT software such as Microsoft Windows, Microsoft Office, Anti-Virus products and clinical applications.

·       The role is required act independently within appropriate policies, procedures and guidelines, deciding when it is necessary to refer to their manager. The role will be responsible for the correct and appropriate management and resolution of calls assigned to them. Clearly defined targets and objectives will be managed through regular 1:1s and reviews

·       Will be required to provide Customer Service and technical coverage 24 hours per day 365 days per year on a shift/rota basis or on-call to meet customer requirements and contracts. Hours and frequency will be determined by customer contracts and activity volumes

·       As the role is mobile, you must have a full driving licence and access to a vehicle for work purposes. The Trust operates a lease car scheme that you will be applicable for.

·       The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.

·       The job description and person specification may be reviewed on an ongoing basis

ADDITIONAL DUTIES

In addition to the above duties, you will also be expected to perform the below key activities in line with your job role.

-       Complete mandatory training in line with Trust policy and procedures

-       To participate in the staff appraisal process

-       To keep yourself updated on all matters relating to Trust policy

-       To provide senior analyst supervision where appropriate

-       Ability to work independently (via working from home) and as part of a team, supporting a Hybrid working model

-       You will be expected to work collaboratively with key partner organisations, service users, carers, clinicians and other practitioners within the multi-disciplinary team in delivering services; providing a 7-day a week, 24-hours a day service for 365 days a year working shifts, where appropriate and operationally required.