An exciting opportunity for 2 IT Support Engineers.
Post 1: 37.5 hours per week (£28,939.00)
Post 2: 30 hours per week (£23,151.30)
You will be responsible for the first and second line day‑to‑day support of LOROS and Dove Cottage Hospice IT services, including installation, support and planned project work for hardware, software, networks, PC support and identifying user training needs. Ensures effective information security practices, manages independent working across sites and works closely with IT Services team, management and users to support organisational and service developments.
To succeed in this role, you should have a Degree in a computer‑related subject or relevant professional qualifications, e.g. ICT Level 3 or ICT Level 4. Proven experience of working in an IT support and development role is essential as are excellent communication skills and a flexible approach to your work.
Main duties of the job
Coordinated and administered IT Services support to ensure timely resolution of user issues, system updates, patches, and upgrades, while managing all hardware and software assets and providing technical support and user training. Ensured high availability and reliability of network and IT services through continuous monitoring and maintenance, including the implementation of effective schedules for computer and peripheral equipment. Supported the evaluation and adoption of new technologies and software, contributed to IT development projects from initiation to completion, and identified user training needs, keeping management informed of relevant IT developments.
About us
LOROS Hospice is a local charity and every year we care for over 2,500 people across Leicester, Leicestershire and Rutland. We deliver free, high‑quality, compassionate care and support to terminally ill patients, their family and carers.
Job responsibilities
* Responsible for the coordination and administration of the IT Services department support function, ensuring timely feedback to user queries; resolving issues and applying patches and upgrades as necessary to third‑party applications.
* Responsible for all hardware and associated hardware products, providing technical support and user training.
* Ensuring high availability and continuous review of all network services in order to ensure that business needs are met.
* Responsible for all software, providing technical support on standard products and general support on non‑standard software.
* Implement and maintain effective maintenance schedules for all computer and peripheral equipment.
* Maintain an awareness of IT services subjects and feed relevant information back to management.
* Assisting as appropriate with the evaluation and development of new technologies, in association with the IT Services Manager and/or IT Projects & Support Lead.
* Where required, the delivery of specific IT development projects, or project tasks, originating from the IT Stakeholder Group, from commencement to completion, reporting progress to and with the support of the IT Services Manager and/or IT Projects & Support Lead.
* Assisting with investigating new software packages.
* Determine education and training needs for users covering software packages and general computer skills.
* Ensuring effective user account administration, maintaining user access control, password security, and information security.
* In consultation with department team members, take ownership of delegated IT projects and project tasks, prepared to develop in the role via exposure to new technologies and the learning of new skills.
* Providing basic IT training and IT induction for staff and volunteers.
* Maintaining links with hardware and software suppliers, ensuring maximum value and service.
* Maintain national and regional links with other healthcare organisations and hospices.
* Maintain and monitor LOROS IT systems back‑ups.
* Ensure the redeployment, or secure and safe disposal, of computer hardware and data disks.
* Potential requirement to explore out of hours support.
* To perform any other function as described by the IT Services Manager and/or IT Projects & Support Lead.
Person Specification
Knowledge
* Knowledge of Microsoft operating systems and software: Server 2012/2016/2019, Windows 10, Exchange Online/Office 365, Active Directory and Group Policy.
* Working knowledge of data networks such as LAN/WAN, Remote Access and VPN.
* Previous experience of IT training.
* Some experience with NHS Clinical systems.
Experience
* Proven experience in an IT support and development role.
* Experience in maintaining and supporting PC and networking equipment.
* Active Directory support and Office 365 admin portal.
Qualifications
* Degree in a computer‑related subject.
* e.g. ICT Level 3 or ICT Level 4.
* Microsoft or Cisco certifications, CompTIA.
Skills / Abilities
* Excellent communication skills with a variety of people in a professional manner.
* Full driving licence and use of a car.
* Capable of understanding and communicating technical issues with non‑technical colleagues.
* Ability to resolve complex and diverse IT problems under pressure.
* Ability to remain focused when faced with competing demands.
* Ability to manage own time and prioritise tasks.
* Ability to work effectively as part of a team.
* Ability to maintain confidentiality.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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