Network & Systems Engineer in Stoke-on-Trent

Responsibilities:

• Play an active role in the planning, deployment and maintenance of technical systems.
• Liaise with suppliers in accordance with service contracts and service level agreements to minimise disruption to customer systems.
• Liaise with customers and their representatives in line with service level agreements.
• Complete business as usual activities for internally managed, hosted systems and customer systems as required.
• Resolve incidents, problems and service requests logged via the service management tool, in line with agreed service level agreements.
• Work closely with 1st and 2nd line colleagues.
• Provide technical supervision to more junior technical staff.
• Maintain and repair highly complex hardware and software applications/information systems to meet the needs of customers and the business.
• Regularly undertake formal tests of repaired, installed and/or adapted equipment and software.
• Implement policies created by more senior staff for own area of expertise.
• Recommend changes to policy and working practices to improve quality and meet national/organisational change.
• Be aware of, adhere to and implement team plans and policies.
• Accurately audit, document and maintain records of additions, modifications or removals of components of the ICT Infrastructure.
• Propose policy and service changes which impact beyond own area of activity.
• Provide advice and guidance to users and other IT professionals on IT policy and procedures.
• Cascade training and learning from specialist IT courses to colleagues within the Team.
• Undertake pro-active monitoring of alerts and related resolution activities.
• Support SSHIS and trust IM&T colleagues in the planning, development and implementation of IM&T network and systems processes and systems.
• Provide coordination of, and participate in, relevant internal and external working groups and provide advice and support where requested.
• Work with all LHE staff to develop a culture of valuing IT, information and security to support improvements in health care using digital as a key enabler.
• Adhere to good practice change control procedures and relevant local and NHS policies.
• Be flexible and adjust work schedules to meet post requirements.
• Participate in internal forums and meetings as required.
• Contribute to the creation of technical documentation with a clear understanding of the business and service user needs.
• Acquire and maintain detailed knowledge of technologies so that enquiries can be clearly and quickly addressed.
• Maintain an awareness of changes to software, hardware, and technologies that could impact on core customer activities.
• Identify opportunities where technological advancements can be applied to better use of those technologies across the LHE.
• Use judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for cyber incidents and problems not progressing satisfactorily.
• Ensure organisational policies are applied in own work environment.

Systems & Equipment:

• Responsible for the installation, maintenance, repair and safe use of expensive and highly complex physical assets such as network and hardware/software infrastructure on a day-to-day basis on behalf of customers across the Local Health Economy (LHE) and other NHS organisations/national applications.

Decisions and Judgements:

• Use initiative and judgment when dealing with a potential wide range of IM&T issues.
• Adapt practice to meet individual customer requirements, independently analysing situations and taking into consideration complex facts and interpreting these appropriately when problem solving.
• Appraise complex information in order to make a judgment of complex facts that require analysis, interpretation and comparison of a range of options.

Communication and Relationships:

• Communicate highly complex information, some of which may be sensitive or contentious, with both internal staff and customer representatives.
• Demonstrate negotiation skills in the management of conflict across a range of situations.
• Represent the SSHIS on committees, local and national user groups and at conferences as and when required.
• Maintain good relationships and communication between SSHIS and its customers.
• Maintain a customer service focus at all times.

Physical Demands of the Job:

• Advanced keyboard skills: Must have a highly developed skill in the use of computer keyboards to ensure data entry is both accurate and timely for the maintenance and support of complex and business-critical servers and infrastructure.
• Must have an ability to use fine tools when dealing with internals on hardware and other technical equipment.
• May be required to occasionally carry or move heavy equipment without aids.
• May occasionally be required to work in dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cabling runs.
• Occasional requirement to use road transportation.

Most Challenging/Difficult Parts of the Job:

• Operate under considerable pressure in a challenging inter-organisational environment.
• Interpretation of national guidance and international standards and legislation.
• May have to impart unwelcome news to customers, e.g. where a technical fault has caused issues with access to business-critical applications.
• May be required to handle interruptions during times of concentration to deal with staff/customer queries.
• Maintaining specialist knowledge of a range of ever-changing IT software, hardware and infrastructure.