ICT End User Support Technical Engineer INTERNAL in Saint Asaph

PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY WELSH AMBULANCE SERVICE NHS TRUST.

As part of our Digital Directorate, an exciting opportunity has arisen for an ICT Technical Engineer to support the delivery, development and maintenance of the Trust’s digital systems and support our valuable end users of the different technologies available. The role is full time and permanent. WAST is a national service, and the Digital Team are representative of this; this role is encouraged to work in a hybrid manner with the base in North Wales. This post within the ICT Department requires an enthusiastic and highly motivated individual who responds positively to new challenges. The ICT Technical Engineer will be responsible for delivering a high quality, professional service to a fast-growing user base. The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Main duties of the job

• Working within the ICT Engineering team, solving issues that could not be resolved by the first line support colleagues and predominantly supporting the development, implementation and ongoing running of the Trust's key ICT systems.
• Supporting, maintaining and installing ICT hardware and software across the Trust in accordance with organisational policies and procedures.
• 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.
• Providing support to the remote users and hardware with a need to travel to the number of the Trust's call centre and ambulance station sites.
• Prioritising and responding to calls assigned in the ICT helpdesk software, ensuring the integrity of the call and solution information is kept up to date.
• Liaising with both internal and external agencies for the installation/configuration of new and current systems.

Person specification

EDUCATION / QUALIFICATIONS

Essential criteria

• Educated to Degree level in an ICT related subject or equivalent experience.
• Advanced European Computer Driving Licence or equivalent experience in supporting Microsoft desktop applications.

Desirable criteria

• CompTIA A+ Hardware or equivalent.
• CompTIA A+ Software or equivalent.
• Microsoft Certified Desktop Support Technician (MCDST).
• ITIL Foundation qualification.

SKILLS / ABILITIES

Essential criteria

• Good problem solving, fault finding and rectification techniques.
• Ability to think clearly and logically.
• Ability to service PCs such as replacing internal components.
• Good interpersonal skills – able to elicit information from users, provide telephone support, advise and coach staff in the use of IT.
• Explain technical issues in a clear and concise manner.
• Must be customer focused and be able to supply first class support and advice.
• 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.
• Experience of working within an ITIL environment.

Desirable criteria

• Ability to speak Welsh.

EXPERIENCE

Essential criteria

• Extensive experience in the implementation and support of computer systems, software and networks.

Desirable criteria

• Experience of IT within a healthcare environment.

KNOWLEDGE

Essential criteria

• Operating systems including all current Microsoft Desktop operating systems.
• Sufficient knowledge of computer hardware to support fault diagnosis to component level.
• Microsoft Office Suites.
• TCPIP Desktop configuration.
• LAN troubleshooting.
• Printer and other peripheral diagnostics and connectivity.

Desirable criteria

• Knowledge of Service Level Agreements.
• Good understanding of Performance Management principles.
• General understanding of incident management.
• General understanding of IT Security principles.

OTHER REQUIREMENTS

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's ICT requirements by formal training, self-study and practical experience.
• Full Driving Licence.
• Ability to travel between sites.