Digital 2nd Line Support Engineer
Role Overview
Provides technical support for the Trust-approved desktop and end-user computing environment, including hardware and software.
The role supports around 6,500 users across four acute sites and provides technical or specialist expertise within Digital.
Key Skills for This Role
Full Job Posting
Role Overview
Provides technical support for the Trust-approved desktop and end-user computing environment, including hardware and software.
The role supports around 6,500 users across four acute sites and provides technical or specialist expertise within Digital.
Duties
- Provide technical support remotely and on site, including visits to Trust sites.
- Participate in the 24x7x365 IT on-call rota and work outside normal business hours when required.
- Work with the Advanced 2nd Line IT Support Engineer and follow agreed policies, standards, and procedures.
- Develop in-depth knowledge of Trust PC operating systems and applications.
- Install and configure PCs and peripherals and provide WAN and LAN connectivity.
- Upgrade or replace components such as memory, graphics cards, and CPUs.
- Coach users on IT best practices, including file management, terminology, email, and web use.
- Troubleshoot hardware faults and liaise with external suppliers.
- Record findings and solutions in the helpdesk knowledge base.
- Install and configure operating systems, Microsoft and third-party applications, and utilities.
- Diagnose and rectify software faults, including reconfiguration or reloading when necessary.
Role Requirements
- High technical competence or specialist expertise in one or more areas, with advanced knowledge or the ability to develop it.
- Good analytical skills and the ability to explain technical or specialist ideas to Trust staff and management.
- Ability to plan and organise workload, execute work, and operate unsupervised.
- Ability to support desktop and end-user computing hardware and software across multiple sites.
Workplace and Schedule
- Support is delivered remotely and through in-person visits to four Trust sites.
- The post holder participates in the 24x7x365 IT on-call rota and may work outside normal business hours.
About the Trust
East and North Hertfordshire Teaching NHS Trust provides general and specialist services through its hospitals.
The Trust describes its values as Include, Respect, and Improve.
The listed sites are Lister Hospital, New QEII, Hertford County, and Mount Vernon Cancer Centre.
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