Senior Field Support Engineer

Black Country Healthcare NHS Foundation Trust is growing and changing. We provide specialist mental health, learning disability and community services across Dudley, Sandwell, Walsall and Wolverhampton, and we’re hiring people who want to shape what comes next.

What we do:

• Adult and older adult mental health
• Children and young people’s mental health
• Specialist learning disability services
• Community healthcare for children, young people and families in Dudley

We’ve got real momentum right now. New strategy, clear priorities and our Best for the Black Country work mean things are moving in the right way, fast. Our values aren’t just posters. People are genuinely compassionate, take responsibility, treat you with respect and help you feel confident and empowered. You’ll be looked after. Flexible working, family-friendly policies, supportive teams, proper wellbeing support and chances to learn with coaching and development. There’s room to grow.

What it’s like to work here:

You’ll join friendly, skilled teams who look out for each other. We plan together, share caseload pressures, and celebrate wins. New starters get a warm welcome and clear induction; early careers colleagues have preceptorship and buddying; experienced staff can lead, teach and innovate. You’ll have space to do good work, speak up, and see the difference you make.

Who we are:

We’re 4,000+ colleagues from many backgrounds, committed to improving health and wellbeing for our communities and for each other. If you’re excited about the role but don’t tick every box, please apply. We value potential and transferable experience.

Job overview:

To provide support for staff in the Trust, who are involved in the use of Digital systems including networked and standalone PCs, laptops and mobile devices along with clinical and administrative systems. To provide second line support to end users ensuring that calls logged are resolved within agreed timescales to ensure SLAs are met. To be fully conversant with PC operating systems to provide advice and support to the Service Desk Manager in relation to system security and data integrity including the regular audit of all computer equipment and peripherals and updating of anti-virus software. Analyse, investigate and resolve complex Digital queries, issues and problems e.g. system errors, breaches of security or confidentiality, user requirements which may require configuration of software and hardware, unusual data trends or inconsistencies, training requirements based on a detailed needs analysis across the sector.

Main duties of the job:

• To assist users by giving technical advice and support within agreed terms of reference.
• To provide on the spot training to users in the use of applications, directory structures and saving data onto fileservers.
• Carry out the planning, preparation, delivery, installation and configuration of both standalone and networked hardware (e.g. PCs, printers and peripherals) and software systems (e.g. PC operating systems, office products, bespoke software) following agreed documentation/procedures.
• Take the lead technician role on designated IT related projects, e.g. relocation of staff/departments.
• Supporting the installation of network and associated equipment, such as Switches and Uninterruptible Power Supplies (UPS).
• To carry out technical Support, on-site and remote, via telephone (help desk) or remote diagnostics either on site or back at the workshop.
• Assessment of and installation of upgrades, both hardware and software to existing Digital equipment.
• Provide 1st line network support, often required on remote sites, such as resetting switches, routers and servers.
• To take ownership of calls logged with 3rd party suppliers (external companies), ensuring resolution within an acceptable timeframe.
• Maintain all aspects of local documentation, including fault logging, equipment and software register.

Working for our organisation:

Employees, workers, and/or contractors will be expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trust’s values. Individuals have a responsibility to ensure that they display the Trust values and behaviours in carrying out their job and that individuals feel able to challenge (or raise a challenge) when other colleagues’ behaviours breach the spirit of Trust values.

Detailed job description and main responsibilities:

• Provide general help desk telephone support including support of all Microsoft products.
• Manage and prioritise technical support workloads providing ICT Support & Implementation Services to all users of the ICT Hardware and Software.
• Install new hardware and software for users as required.
• Ensure all desktop PCs and laptops are built to the current Gold Image and process and install appropriate software for each use case.
• Configure email accounts on desktop PCs, laptops and iPads etc within user profiles.
• Support Multi-Function Device print/scan hardware and liaise with the leasing company to manage fault resolutions.
• Use Expertise to recommend specifications of software and ICT hardware to resolve 2nd line support deliverables.
• Be able to provide meaningful instruction to users at their technical level of understanding, and be able to advise users on best practice (E.g. File management and Storage issues).
• Escalate the priority of calls in accordance with Digital Services Service Desk procedures.
• The post-holder will contribute to the planning and implementation of project work.
• Carry out network audits such as asset location and security checks.
• Proactively research, develop and test new hardware, devices, software, solutions, utilities and tools for more efficient working.
• Work as a project resource in conjunction with the assigned Project manager.
• Configure and deploy Trust Smart Phone, Android, IOS and remote working Tokens.
• To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality Digital Support service.
• May be required to provide on call cover provision in line with Agenda for Change terms and conditions.
• To provide initial advice to staff on the purchase of suitable hardware and software for PC based systems following agreed standards.

Person specification:

• Experience in leading a team.
• Can drive and has own transport.
• Recent experience working in an IT environment.
• Experience working with servers and networks.
• Demonstrable experience working in a field support role.
• Experience using config manager.

Applying and timelines:

We may close this advert early if we receive a high volume of applications, so please apply soon. We shortlist after the closing date and will contact shortlisted candidates usually within two weeks. If you haven’t heard by then, you haven’t been shortlisted. Please check your email for updates and contact Recruitment for feedback.

Pay and contracts:

Most NHS roles are paid under NHS Agenda for Change. With us - your starting point is set against the advertised band and your relevant NHS service, with progression through annual increments. Medical and Very Senior Manager roles follow separate national pay frameworks, not Agenda for Change. Details are provided in each advert and during recruitment.

Standards and checks:

Clinical posts up to and including Band 4 are expected to hold the Care Certificate. If you don’t have it yet, we’ll support you to complete it in post. Some roles require a Standard or Enhanced DBS check under part V of the Police Act 1997. Having a criminal record won’t automatically prevent employment. We consider the role and individual circumstances. We are an equal opportunities employer, offer flexible working, and are a smoke free Trust.

Inclusion, equality and adjustments:

We are an equal opportunities employer and offer flexible working. We are an anti-racist, disability-inclusive and LGBTQ+-inclusive Trust. We welcome applications from under-represented groups and people with lived experience relevant to our services, including Black and Asian colleagues, Disabled people (including non-visible disabilities such as neurodiversity and mental health) and LGBTQ+ people. Disabled applicants can request consideration under our Guaranteed Interview Scheme where essential criteria are met. You can ask for reasonable adjustments at every stage of the process.

Our culture and values:

Best for the Black Country is our improvement journey. We share a clear vision and values, lead with compassion and visibility, listen to every voice, keep improving what we do and take ownership for delivery. You’ll feel it in how teams support each other and in the impact your work has on local people. If you want to contribute, learn and progress, this is a great time to join us.