ICT Technical Engineer - Infrastructure

Job overview

Working within the ICT Infrastructure team, the postholder will be expected to provide an expert and effective ICT support service, predominantly in development, implementation and ongoing maintenance across a range of ICT systems across Wales, including the provision of ICT support and advice to managers and users. Writing documentation for others to follow when necessary.

The post holder will be required to work without supervision to a high standard, prioritise work and manage time effectively, deciding when it is necessary to refer to their team leader or a manager. Supporting, maintaining and installing ICT Infrastructure across the Trust in accordance with Organisational policies and procedure. Ensuring scheduled work is completed within timescales to agreed quality standards and in line with departmental procedures.

The Post holder will work daily with minimum supervision, managing their own workload and any problems autonomously, ensuring that deadlines and targets are met and that new central and local legislative requirements are worked into the existing local implementation.

Main duties of the job

The main duties and responsibilities of the post holder are as follows:

• Providing second line ICT support for users of all ICT systems in The Welsh Ambulance Service Trust, escalating problems in a timely and efficient manner over the telephone, face to face and via electronic communication using own initiative.
• Supporting the senior infrastructure engineering team colleagues with infrastructure project work, assisting in the implementation and testing of the new systems.
• Providing additional support to the senior infrastructure engineering team in the ongoing maintenance and monitoring of the key infrastructure systems once implemented in the Trust.
• Prioritise and respond to calls assigned in the ICT helpdesk software, ensuring the integrity of the call and solution information is kept up to date.
• Liaise with both internal and external agencies for the installation/configuration of new and current systems.
• Advises on and configures servers and other infrastructure equipment to ensure that it is configured to meet system/trust requirements. Including the development and use of centralized administration and distribution.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Welsh Language level 1 skills are desirable for this role.

Working for our organisation

#RemarkablePeople

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Detailed job description and main responsibilities

• Operational management of a wide range of infrastructure systems, including system design, configuration and technical support.
• To assist the ICT Senior Management Team in developing systems or implementing changes to current architecture by specifying,
  configuring and installing new software or hardware components.
• Pro-actively design, develop and maintain a range of reports and respond to ad-hoc information requests for information from and for the many Infrastructure systems.
• Maintaining ICT systems within the Trust to ensure that systems meet the business and clinical needs of the users and organisation, e.g. maintains virus protection software. Maintains agreed back-up procedures.
• The post holder will be responsible for maintaining ICT equipment and systems used across the trust, including but not limited to ICT
  accounts, desktop computer equipment, cabling, and servers.
• The post holder will ensure all procedures for maintenance/change control of systems have been documented.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.

Person specification

Qualifications and Knowledge

Essential criteria

• Educated to Degree level in an ICT related subject or equivalent experience.
• Evidence of continuing professional development and post qualification learning and development.

Desirable criteria

• CompTIA A+ Hardware or equivalent
• CompTIA A+ Software or equivalent.
• ITIL Foundation qualification.

Experience

Essential criteria

• Extensive experience in the implementation and support of computer systems, software and networks
• Evidence of an understanding of windows PC and server operating systems.
• Proven experience of desktop and server troubleshooting and supporting all peripheral hardware devices.
• Requires an up to date understanding and working knowledge of:
• Operating systems including all current Microsoft Desktop operating systems
• Sufficient knowledge of computer hardware to support fault diagnosis to component level
• TCPIP Desktop configuration
• LAN troubleshooting
• Experience of working within an ITIL environment.

Desirable criteria

• Experience of IT within a healthcare environment.

Skills and Attributes

Essential criteria

• Good problem solving, fault finding and rectification techniques.
• Ability to think clearly and logically.
• Good interpersonal skills
• Able to learn new technologies and IT systems quickly through both self-study and professional courses.
• Explain technical issues in a clear and concise manner
• Able to work independently and as part of a team.
• Able to adapt to change and keep up with new technologies using own initiative.
• Ability to work within Change.

Desirable criteria

• Knowledge of Service Level Agreements
• Good understanding of Performance Management principles
• General understanding of incident management
• General understanding of IT Security principles
• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh

Other

Essential criteria

• Enthusiastic and motivated
• Able to work under own initiative and manage time and priorities effectively.
• The post-holder must be proactive and self-motivated in learning new technologies and techniques in support of the organisation ICT requirements by formal training, self-study and practical experience.
• Ability to travel between sites