Overview
The ICT Trainee Service Operations Centre (SOC) Support Engineer will support the ICT Service Operations Team in delivering a reliable and customer-focused ICT support service. This role involves diagnosing and resolving technical issues across the Trusts supported equipment, ensuring service levels are met. The successful candidate will provide technical assistance for both hardware and software used within Innovate's ICT services.
Reporting to the ICT Service Operations Team Leader, you will be responsible for ensuring that we deliver a prompt, efficient and positive ICT service delivery experience for each and every one of our customers, each and every time. The post holder will work with the ICT Service Operations Team Leader to deliver an integrated ICT support service within the agreed Service Level Agreements (SLAs). The post holder must have the ability to demonstrate a logical approach to diagnosing and resolving technical faults on supported equipment throughout the Trust. The post holder will be a member of a team providing technical support to users of Innovates ICT services hardware and software.
Travel between our sites will be required for this role.
Please note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.
Details Date posted: 30 October 2025 | Salary: £29,242 a year | Contract: Permanent | Working pattern: Full-time, Flexible working
Job locations: Leamington Spa Hospital, Heathcote Lane, Heathcote, Warwick, CV34 6SR
Employer: Innovate Healthcare Services
Address: Leamington Spa Hospital, Heathcote Lane, Heathcote, Warwick, CV34 6SR
Employer’s website: innovates website not shown here
Responsibilities
* Provide first and second-line Service Operations Centre (SOC) and Acute support, including the analysis and diagnosis of complex hardware and software problems.
* Shadow experienced SOC Support Engineers.
* Install and configure IT hardware, software, and peripheral devices.
* Basic networking support and troubleshooting including patching and troubleshooting of switches and routers.
* Remotely support end-user estate using industry recognised software.
* Assist in the assessment, allocation, replacement, upgrade, and transfer of ICT equipment as appropriate.
* Contribute to Knowledge Management by ensuring comprehensive system documentation is created /updated using best practice standards.
* Assist with the coordination and decommissioning of redundant ICT equipment ensuring the Waste Electrical and Electronic Equipment (WEEE) regulations are adhered to and confidential data is secure prior to disposal.
* Assist to develop and maintain supporting documentation for service management as defined in the Service Catalogue.
* Provide advice/guidance where relevant to ICT security and observe all ICT security procedures in the performance of your duties.
* Respond to changes in priorities that may be required to adjust/interrupt planned schedules.
* Communicate complicated and difficult-to-explain ICT issues to non-technical staff/suppliers and associated peer groups.
* Undertake other duties to meet the changing needs and priorities of the organisations, as determined by the ICT Service Operations Team Leader and in accordance with the level and nature of the post.
* Provide temporary cover on the ICT Service Desk in relation to resources for example team meetings, annual leave, as requested by the ICT Team Leader.
* The post holder will be expected to take responsibility for their own professional development and will be supported to achieve development opportunities as appropriate.
* The post holder will need to be available to travel between sites in Warwickshire, as and when needed.
Person Specification
Experience
* Proven experience in an ICT technical support environment.
What we’re looking for in our people
* Knowledge in the following areas: Network Troubleshooting; Hardware & Software installation Troubleshooting; Active Directory knowledge.
* Excellent interpersonal, communication and organisational skills.
* The ability to work as part of a team.
* Strong problem-solving skills.
Employer details
Employer name: Innovate Healthcare Services
Address: Leamington Spa Hospital, Heathcote Lane, Heathcote, Warwick, CV34 6SR
Website: innovates website not shown here
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