Here at East and North Hertfordshire Teaching NHS Trust
Our mission is:
Providing high-quality, compassionate care for our communities
Our vision to 2030 is:
To be trusted to provide consistently outstanding care and exemplary service
Our values - We want our staff to believe in, demonstrate and live our values in everything we do. Our values are:
Include
We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.
Respect
We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.
Improve
We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.
Job overview
We are recruiting for a Digital 2nd Line Support Engineer who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
To provide a constant high level of technical knowledge covering all aspects of support for the Trust approved desktop and end user compute environment, both hardware and software.
To provide technical support both remotely and on site (when required).
The post holder will be required to participate in the 24x7x365 IT on-call Rota.
The post holder may be required to perform work outside normal business hours as the job requires.
Be technical or specialist resource within Digital and as such will have, or will develop, advanced technical knowledge in one or more key areas, and be able to provide advice and expertise.
Requires a high level of technical competence or specialty, good analytical skills, an ability to convey technical or specialty ideas to other Trust staff and management, an ability to organise and plan workload, execute them and an ability to work unsupervised without reference to a manager.
Support IT 6.500 users across 4 acute sites, Hertford County, Lister, QEII and Mount Vernon. Support will need to be provide via remote access and visiting all sites in person.
At the heart of everything we do are our core values:Include,Respect, andImprove. We encourage you to embrace these values throughout the recruitment process and in your role with us.
Main duties of the job
Work with the Advanced 2nd Line IT Support Engineer to ensure an effective, efficient, and respected service is maintained to the Trust by adhering to agreed policies, standards and procedures.
Develop in-depth knowledge of all PC based operating systems and application software used by the Trust to allow the post holder to provide a high level of support
Installation and configuration of new PC’s and Peripherals, and provision network connectivity to WAN and LAN environments
Upgrading and replacement of equipment (memory, graphics cards, CPUs etc.)
Promote and instruct users on IT best practice, including File Management, Terminology, E-Mail, Web use and any other coaching as required.
Troubleshooting and rectification of hardware faults including liaising with external suppliers (Dell, Hewlett-Packard etc.)
Recording of findings and solutions for the addition to the Helpdesk maintained knowledge base
Installation and configuration of operating systems, software (including Microsoft products and third‑party products that are department dependent (radiology, pathology, maternity etc.)) applications and utilities
Fault finding and rectification of software faults including reconfiguration and reloading of software if necessary
Working for our organisation
At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
- The Lister Hospital, Stevenage
- New Queen Elizabeth II (New QEII), Welwyn Garden City
- Hertford County, Hertford
We have ambitious plans to become an outstanding, patient‑led Trust where dedicated staff provide high‑quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.
We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Detailed job description and main responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role .
Person specification
Qualifications / Training
- Relevant experience in IT/Digital or related field. Good standard of general education
- Degree, HNC,'A' levels, or technical qualification
Previous Experience
- Knowledge of PC, printer and desktop technologies and hardware
- Experience of working under pressure to tight deadlines
- Experience with working with end users
- Experience of working in a hospital environment
Skills
- Ability to work unsupervised while planning and prioritizing own workload
- Motivates self and others
- Good customer relations and focus
- Willing to learn
- Team player
Knowledge
- Specialist knowledge of PC products, server, printer, mobiles, handheld devices & desktop technologies
- Specialist knowledge of Digital areas including desktop and printer hardware
- Understanding of Network technologies and the TCP/IP protocol. Broad range of knowledge for Microsoft Windows Operating Systems including Windows 11
- In depth knowledge of Microsoft Office products including Office 365, M365 SharePoint etc.
Other Requirements
- Understanding of, and commitment to, equality, diversity and inclusion
- Role model our Trust values every day
- Valid driving license and car
- Ability to work at various Trust Facilities
- Will eventually be required to go on an out of hours on‑call rota, where they may need to travel to Trust’s locations in the event of a serious incident.
Secondments/Fixed term
Where a vacancy is advertised as a temporary position, the duration will be specified in the advert. If the vacancy becomes permanent towards the end of the specified duration, the successful applicant may not be required to re‑apply and can be slotted into the role on a permanent basis if appropriate.
If you are an internal applicant applying for a temporary working arrangement, please see the attached notes on secondments.
Committed to our Community
East and North Hertfordshire Teaching NHS Trust is committed to equality, diversity and inclusion for all job applicants, staff, patients and the wider community. We want to create a workforce which represents the communities we serve. We are on a journey to become a more inclusive organisation and we welcome applications from everyone regardless of their background. In particular we encourage applications from candidates with disabilities, and candidates from Black, Asian and Minority ethnic (BAME) backgrounds who are currently under‑represented in various parts of our workforce .
We understand the importance of balancing work and home life. We are committed to support flexible working for our staff wherever possible and all our employees are given the opportunity to discuss potential for flexible working.
We are proud to be a Disability Confident employer and achieved our status in 2019.
We will remove barriers that prospective candidates might face at any stage of our recruitment process. If you have a disability and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact us by emailing resourcing.enh-tr@nhs.net
We are also proud to support our UK armed forces by supporting Reservists, Cadet Instructors, Veterans and military spouses/partners into employment and offering supportive policies that value their contribution to the community and to our Trust.
We are committed to being a carer‑friendly environment, addressing the complex needs of families with caring responsibilities. In partnership with Carers in Hertfordshire, all our working carers have access to support from recruitment. We are also a member of Carers UK, providing resources to make balancing work and caring easier. Our approach is inclusive, recognizing diverse challenges and creating a supportive environment where carers feel valued.
King's Trust Support
If you’re aged between 16 and 30 years-old, you can get FREE employability support from The King’s Trust. The King’s Trust will help build your CV and cover letter, offer advice and top tips for future interviews and support you with research about working in the NHS. Please contact Enquiries.H&SC@princes-trust.org.uk for support.
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