IT Support Technician (Higher Level)

The post holder will establish and maintain effective working relationships with a wide range of stakeholders, including:

Digital Services colleagues across 1st, 2nd and 3rd Line Support teams

Technical and Infrastructure teams

Procurement and Asset Management staff

Trust colleagues, including clinical and non-clinical users

External suppliers, contractors and third-party support providers

The post holder will provide specialist technical support, diagnosing and resolving hardware, software, network and systems issues. This will require the ability to communicate complex technical information clearly and effectively to users with varying levels of technical knowledge.

Key responsibilities include

• Taking ownership of incidents and service requests through to resolution.
• Escalating unresolved or complex issues to the IT Support Team Leader or IT Support Manager as appropriate.
• Keeping users informed of progress and expected resolution times.
• Providing regular updates on project activities and technical implementations to relevant stakeholders.
• Communicating effectively through telephone, email, virtual meetings, written reports and face-to-face interactions, ensuring agreed service levels are maintained.
• The post holder will support the delivery of Digital and IT projects, working collaboratively with project managers, customers, suppliers and Digital teams to implement technical solutions from initial planning through to deployment and handover.

Responsibilities include

• Managing service requests and incidents within agreed response and resolution targets.
• Investigating technical requirements and identifying appropriate solutions.
• Conducting practical testing and evaluation of hardware, software and network technologies.
• Producing, maintaining and reviewing technical documentation.
• Undertaking research into new and emerging technologies, ensuring compliance with NHS standards, security requirements and best practice.
• Providing advice, guidance and technical expertise to colleagues across the organisation.
• Demonstrating new technologies, systems and processes to users and stakeholders.
• Supporting Digital transformation projects and service improvements appropriate to the level of the role.
• Managing and prioritising a varied workload independently, responding to frequently changing priorities and unplanned incidents.

The post holder will

• Contribute to the development and implementation of Digital Services strategies and technical roadmaps.
• Ensure compliance with Trust policies, Information Governance standards, Data Protection legislation and Cyber Security requirements.
• Handle confidential and sensitive information appropriately and securely.
• Make recommendations regarding the adoption of new technologies and service improvements to enhance efficiency, resilience and value for money.
• Support continuous improvement initiatives across Digital Services.

The post holder will

• Maintain the security and integrity of IT facilities, including communications rooms, computer rooms and office accommodation.
• Ensure IT assets are accurately recorded and maintained within the Trust's asset management systems.
• Update inventory records when equipment is installed, relocated, transferred or disposed of in accordance with Trust policies.
• Be responsible for the safe handling, transportation and storage of IT equipment under their care.
• Assist in ensuring that Trust equipment is utilised effectively and maintained in accordance with established procedures.
• The post holder will maintain accurate records and documentation relating to incidents, requests, assets and technical solutions.

Key responsibilities include

• Maintaining and updating support tickets with accurate technical notes and resolution details.
• Supporting the development, maintenance and enhancement of Local Area Networks (LANs) and Wide Area Networks (WANs).
• Carrying out network installations and upgrades across Trust sites.
• Identifying network connectivity requirements for new and existing locations.
• Diagnosing and resolving hardware, software, systems and network faults.
• Installing, configuring, replacing and testing IT equipment and infrastructure.
• Providing remote and onsite technical support to users across the Trust.
• Developing and maintaining technical knowledge bases and support documentation.
• Maintaining accurate IT inventory and asset records.
• Delivering basic user guidance following the installation of hardware or software and referring more extensive training needs as appropriate.
• Providing expert advice and support on IT-related matters.

The post holder will

• Deliver one-to-one user support and familiarisation following the installation of new equipment or implementation of technical solutions.
• Work independently within a specialist technical environment, exercising initiative and sound judgement.
• Participate in the Trust's on-call rota and provide out-of-hours support as required.
• Occasionally work outside normal hours to support system upgrades, maintenance activities, service deployments and business-critical tasks.
• Travel between Trust sites across Somerset to provide technical support and project assistance.
• Undertake any other duties commensurate with the grade and responsibilities of the post.