Network & Systems Engineer

Job overview

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn

The main purpose of this post is to provide 3rd line technical support to all aspects of hardware infrastructure, software applications and related technologies. This will require a strong understanding of partner business requirements and the potential clinical impact of any IT projects or issues. This support will be provided across multiple communication channels, and take the form of remote and on-site technical support.

Main duties of the job

Provide 3rd line support for clinical and non-clinical users across partner and customer organisations.

Provide an escalation point and technical supervision to more junior technical teams.

Maintain and build constructive relationships with a broad range of internal and external stakeholders.

Participate in relevant internal and external working groups/projects, services, and initiatives to provide information and analytical advice and expertise.

Interpret and explain information and issues, explaining highly complex issues to a wide range of internal and external stakeholders.

Detailed job description and main responsibilities

Responsibilities

• Play an active role in the planning, deployment and maintenance of technical systems.
• Liaise with suppliers in accordance with service contacts and service level agreements so as to minimise disruption to customer systems.
• Liaise with customers and their representatives in line with service level agreements.
• Complete business as usual activities for internally managed, hosted systems and customer systems as required.
• Resolve incidents, problems and service requests logged via the service management tool, in line with agreed service level agreements. Working closely with 1st and 2nd line colleagues.
• Provide technical supervision to more junior technical staff.
• Maintain and repair highly complex hardware and software applications/information systems to meet the needs of customers and the business.
• Regularly undertake formal tests of repaired, installed and/or adapted equipment and software.
• To implement policies created by more senior staff for own area of expertise.
• To recommend changes to policy and working practices to improve quality and meet national/organisational change.
• To be aware of, adhere to and implement team plans and policies.
• Accurately audit, document and maintain records of additions, modifications or removals of components of the ICT Infrastructure.
• Propose policy and service changes which impact beyond own area of activity. Such as providing advice and guidance to users and other IT professionals on IT policy and procedures.
• Cascade training and learning from specialist IT courses to colleagues within the Team.
• Undertake pro-active monitoring of alerts and related resolution activities.
• Support SSHIS and trust IM&T colleagues in the planning, development and implementation of IM&T network and systems processes and systems.
• Provide coordination of, and participate in, relevant internal and external working groups and providing advice and support where requested.
• Work with all LHE staff to develop a culture of valuing IT, information and security to support improvements in health care using digital as a key enabler.
• Adhere to good practice change control procedures and adhere to relevant local and NHS policies
• Be flexible and adjust work schedules to meet post requirements
• To participate in internal forums and meetings as required
• Contribute to the creation of technical documentation with a clear understanding of the business and service user needs
• Acquire and maintain detailed knowledge of technologies so that enquiries can be clearly and quickly addressed
• Maintain an awareness of changes to software, hardware, and technologies that could impact on core customer activities
• Identify opportunities where technological advancements can be applied to better use of that technologies use across the LHE.
• Use judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for cyber incidents and problems not progressing satisfactorily
• Ensure organisational policies are applied in own work environment

Systems & Equipment

• Responsible for the installation, maintenance, repair and safe use of expensive and highly complex physical assets such as network and hardware/software infrastructure on a day to day basis on behalf of customers across the Local Health Economy (LHE) and other NHS organisations/national applications.

Decisions and Judgements

• Use initiative and judgment when dealing with a potential wide range of IM&T issues.
• Adapt practice to meet individual customer requirements, independently analysing situations and taking into consideration complex facts and interpreting these appropriately when problem solving.
• Appraise complex information in order to make a judgment of complex facts that require analysis, interpretation and comparison of a range of options.

Communication and relationships

• Communicate highly complex information some of which may be sensitive or contentious with both internal staff and customer representatives.
• Demonstrate negotiation skills in the management of conflict across a range of situations.
• Represent the SSHIS on committees, local and national user groups and at conferences as and when required.
• Maintain good relationships and communication between SSHIS and its customers.
• Maintain a customer service focus at all times.

Physical demands of the job

• Advanced keyboard skills: Must have a highly developed skill in the use of computer keyboards to ensure data entry is both accurate and timely for the maintenance and support of complex and business critical servers and infrastructure.
• Must have an ability to use fine tools when dealing with internals on hardware and other technical equipment.
• May be required to occasionally carry or move heavy equipment without aids.
• May occasionally be required to work in dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cabling runs.
• Occasional requirement to use road transportation.

Most challenging/difficult parts of the job

• Operate under considerable pressure in a challenging inter-organisational environment.
• Interpretation of national guidance and international standards and legislation.
• May have to impart unwelcome news to customers, g. where a technical fault has caused issues with access to business critical applications
• May be required to handle interruptions during times of concentration so as to be able to deal with staff/customer queries.
• Maintaining specialist knowledge of a range of ever changing IT software, hardware and infrastructure.