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Job description IT Engineer

Free Job description IT Engineer from the free job descriptions database

Job Summary-Job description IT Engineer

The provision of effective, efficient and fully integrated ICT operational services that develops ICT operational facilities to maximise their availability and integrity for end-users, meet  needs and optimise the value gained from their investment in ICT equipment.

Main responsibilities-Job description IT Engineer

Knowledge, Skills and Abilities-Job description IT Engineer

Software and Hardware Installation

 

1.Follows agreed plans, installs or removes hardware and/or software, using supplied installation instructions and tools.

 

2.Conducts tests of the hardware and/or software being installed using the supplied test procedure, escalating to more experienced colleagues if required.

 

3.Documents all work in accordance with the department standards, including recording details of all hardware/software which has been installed, removed or disposed of.

 

4.Provides assistance to ICT Users in providing basic operating guidance.

 

5.Follows clear instructions with more complex installations, evaluates basic change requests for impact of change.

 

6.Contributes, as required, to the development of installation procedures and standards.

 

QUALIFICATIONS  

ESSENTIAL

•Degree level qualification or equivalent in computing or related field.

•Higher National Certificate (HNC) level qualification or equivalent in computing or related field.

•Technical accreditation in at least one or more of the following; Microsoft Certified Technology Specialist (MCTS), or  Microsoft Certified IT Professional (MCITP)

• ITIL Foundation Certificate

•Evidence of continuing professional development

 

DESIRABLE

•ITIL Practitioner qualification.

 

EXPERIENCE

ESSENTIAL

•Theoretical knowledge across one or more information technology platforms; Desktop Virtualisation, Data Networking, Security, Mobility, Peripheral Hardware.

 

•Significant experience of IT Service Management Incident Management, Problem Management, and Change Management.

 

•Significant experience in participating in technical problems to resolution, including working within a team and including external suppliers.

 

•Experience in participating in project delivery of technical projects.

 

•Experience in assisting with report writing, being operating procedures, options appraisals, and  user guides.

 

SKILLS & KNOWLEDGE

ESSENTIAL

•Excellent interpersonal and explanatory skills in dealing with a wide range of information technology users from skilled to ICT-illiterate.

 

•Excellent verbal/written communication skills, with the ability to present within a group.

 

•Good team-player, highly motivated individual to support the delivery of an efficient, effective customer-focused support service.

 

•Good presentation and negotiation skills.

•Excellent planning and time-management skills.

 

•Good negotiating and relationship-building skills.

•Able to set clear and appropriate priorities, with the ability to deal with conflicting demands, unpredictable work patterns, and multiple deadlines.

 

•Good technical knowledge to understand and resolve technical problems.

•Good knowledge of data protection and information security/governance issues.

 

PERSONAL QUALITIES

ESSENTIAL

•Service-orientated, customer-focused.

•Self-motivated, enthusiastic and confident.

•Methodical, logical and numerate.

•Patient and flexible, able to operate as part of a team, accepting others’ opinions as being as valid as her/his own.

•Mobility, clean driving license and access to a vehicle essential

•Ability to travel across sites, training courses and conferences

•Flexible approach to work outside normal office hours, when and if the need arises.

 

ITIL Processes

 

Change & Release Management

 

7.Assist with the provision of awareness material to customers and ICT users to explain the purpose, impact and if required the risk assessment of technical changes.

 

8.Assist with the preparation of software and hardware implementation procedures with test plans, fall back contingency plans.

 

9.Assists with the application of tests to new versions of desktop application software.

 

Incident Management  

10.Follows procedures for technical incidents and service requests raised by users through the ICT Service Desk or out-of-hours switchboard and assigned to the Service-Desk Team are responded to in a timely and effective manner.

 

Ensure all faults are dealt with in accordance with agreed procedures, and relevant service delivery partners and customers are kept informed of progress.

 

11.Applies experience and knowledge to enable incident resolution and promptly allocates unresolved incidents as appropriate. Escalating as required to more experienced colleagues for the more complex incidents.

 

12.Provides an effective interface between ICT Users and service providers, including documenting incidents, progress checking, and ensuring all diagnosis information is recorded for error resolution and incident analysis.

 

13.Assist ICT Users in making more effective use of the desktop systems, and services.

 

14.Escalate support incidents to the ICT Operational Management team as appropriate, ensuring that ICT Users are fully updated on the status.

 

Request Fulfillment

 

15.Participate in the request fulfillment process, including procurement of IT equipment and its related activities, from acquiring competitive quotes, ordering, tracking and progressing of orders through to installation of associated equipment.

 

16.For non-standard equipment liaise with technical specialist staff to correctly specify equipment that is both fit for purpose and complies with standards so it is supportable.

 

 

 

 

 

 

 

 

 

 

17.Participate in arranging evaluations of equipment available in the marketplace and from approved suppliers in order to advise customers and technical teams on appropriate equipment for evaluation and utilization.

 

18.Provide cover for the configuration process when required, from ensuring equipment is asset tagged, and issued to the ICT installation engineers in conjunction with the installation schedules.

 

19.Assist in the management of the stock control system on a day-to-day basis, ensuring agreed practices and procedures are followed, receiving and issuing IT equipment as required.

 

 

Infrastructure Development

 

20.Contribute to the implementation of specific elements within approved ICT development projects to meet project timescale and budgetary targets.

 

21.Assist with operational developments, desktop hardware / software replacement programs.

 

Security

22.Communicates information security issues effectively to systems owners and ICT Operations Management team.

 

23.Provides professional advice for enquires related to clinical information and personal information security.

 

24.Demonstrates effective communication of security issues to the appropriate system manager or  manager.

Other

 

Job Holders are required to:

 

1.Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training.

 

2.Deputise for the ICT Operations  Management Team as necessary and assist him in other related areas as required

 

3.Provide cross matrix support across the three operational functions

 

4.Other tasks as directed by the ICT Operational Management Team.

 

 

6.Travel between health sites will be required, Travel to conferences, seminars and supplier presentations will be required, and on occasions staying away from home would be required.

 

7.Always keep requirements in mind and seek out to improve, including achieving customer service performance targets.

 

8.Adhere to  policies and procedures, e.g. Health and Safety at Work, Equal Opportunities, and No Smoking.