IT Technical Support Analyst in Norwich

The post holder will work in the IT Technical Support Team, providing second and third line support to the Trust's users. They will be responsible for ensuring the optimum use of the Trust's IT systems including managing capacity, proactively monitoring error conditions and alerts and ensuring that all of the Trust policies and procedures relating to security and best practice are adhered to.

To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH's 'PRIDE' values of People focused, Respect, Integrity, Dedication and Excellence.

Overview of Essential Responsibilities:

• Provides advice and guidance on technical matters, supervise the other Technical Support Analysts.
• Is able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own area of specialisation and making correct choices from alternatives.
• Management of onsite backup and restoration procedures including creation, scheduling, maintaining, and issue resolution using the appropriate software tools and techniques. This also includes media management, rotation and archiving. Also the checking and escalation of scripted backup activities on the Oracle, and AIX systems.
• Management and analysis of systems capacities and performance using agreed procedures and tools.
• OS builds/rebuilds for Windows 7/10 and Windows 2003-16 Server; this includes specific applications, network and user configuration.
• Configuration and implementation of Anti-Virus technologies for all servers/PCs within the Trust IT and related network and systems using agreed tools, procedures and software.
• Provide third line technical support for the onsite helpdesk.
• Onsite management of Citrix Service Farm.
• Works with others, including user representatives, facilities managers and contractors, to plan, schedule and supervise all maintenance and installation work associated with the system. Ensures that procedures are followed, particularly those relating to safety, AV procedures and security.
• Provides verbal and written technical reports to specialists on aspects of system status. Provides non-technical reports to users and managers.
• Manages the response to enquiries by users, specialists and others, prioritising as necessary, and dealing with the full range of problems, only escalating those which need specialist or management attention.
• Works with system architects, designers and contractors to plan and implement major configuration changes and upgrades. Conducts investigations on system performance and makes proposals for involvement. Provides advice and assistance to specialists and other system or service providers.
• Ensures that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays.
• Provides advice and guidance to less experienced colleagues as required.
• Liaises with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements.

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!