Shropdoc islooking for a proactive and people-focused IT Technician to help keep ouressential healthcare services running smoothly.This is a varied, hands-on role where you will play a key part insupporting the organisations digital systems and infrastructure. You will providetechnical support across Microsoft 365, Intune, SharePoint, clinical systems,VoIP telephony and our wider IT environment. From resolving day-to-day supportrequests to contributing to cyber security, system administration and projectwork, no two days are the same.
The role is primarily based at Shropdocs Head Office in Shrewsburyduring office hours, but you will be expected to meet the demands of servicesin operation at multiple sites which operate 24 hours a day, seven days perweek, so occasional out-of-hours, site visits and remote support work will beinvolved.
Main duties of the job
About You:
You will be a highly organised, flexible, and reliable individual who is committed to delivering excellent service.
We are looking for someone who:
* has experience providing 2nd line IT support and is confident troubleshooting Windows systems, devices and cloud platforms.
* has skills in, or is keen to develop expertise across, Microsoft 365, Active Directory/Entra, Intune, networking and telephony.
* is a clear communicator who remains calm under pressure and enjoys solving problems.
* is organised, customer-focused and adaptable, with the flexibility to support occasional out-of-hours work when required.
If you are technically capable, enthusiastic and looking for a role where your work directly supports vital patient care services, we would love to hear from you.
About us
JOIN US AS OUR NEXT IT TECHNICIAN
Shropdoc is a not-for-profit, provider-led organisationdelivering urgent primary care services across Powys. Our core services includePowys Out of Hours (OOH) GP care, urgent care triage, home visiting,face-to-face clinical services, Care Co-ordination Services and OncologyHelpline. We work collaboratively with NHS partners and other health and careorganisations to ensure patients receive safe, responsive, and high-qualitycare when their usual GP practice is closed or when urgent support is needed.The post is linked to all work streams and services across the organisation,supporting a coordinated and integrated approach to patient care. Shropdoc iscommitted to delivering patient-centred care through innovation, clinicalexcellence, and a dedicated multidisciplinary workforce.
Job responsibilities
ServiceRequests
* To supportand manage the onboarding and offboarding of employees, guests and contractors,ensuring access to company systems is managed appropriately and in accordancewith job role and employment status.
* To respondto general IT Support requests effectively and in a timely manner, prioritisingaccording to patient impact, ensuring that outcomes are documented and loggingsystems updated, messages answered, and feedback provided promptly to users ina clear, non-technical manner.
* To manage ITinventory ensuring stock levels are maintained and that equipment deployment istracked and registered.
* To carry outsite visits to Primary Care Centres both in and out of hours when necessary torespond to issues and maintain equipment.
Computersand peripherals
* To deployPCs, laptops and associated peripherals including new installations along withorganising the reformatting and redeployment of existing equipment whereappropriate.
* To installand configure operating systems, applications, antivirus, certificates,licenses and other software to agreed standards under the direction of the ITManager, utilising the most appropriate mechanisms.
* To maintainexisting PCs and peripherals to agreed standards by performing upgrades, newinstallations, applying group policies, carrying out routine maintenance andupdating procedures locally and across the domain.
* To maintainan accurate inventory of all company hardware and software including location, user,device name, installation date, configuration details, tag numbers, encryption,and documenting any returns to stock.
* To obtainquotes and raise purchase orders for services, hardware and software whenrequested and in order to maintain stock levels.
* To monitorand manage user and device licensing, ensuring compliance is maintained and themost effective use of resources is managed.
* To reporthardware faults to third party suppliers, arrange for the return of hardware tothird party suppliers or specialists for repairs where necessary and ensure thefaults are completed and equipment returned or replaced in a timely manner.
Infrastructure
* Tomonitor and manage remote virtual desktops hosted on MSP infrastructure, ensureapplications are installed, available at point of use and that updates areapplied, actively support threat management, liaising with external contractorsto facilitate timely completion and delivery of projects while maintainingbusiness as usual.
* Toutilise backup and recovery services to restore files where necessary andliaise with managed network service providers to provide assurance to theorganisation of the integrity of backups with regular testing and restoration.
* Tosupport the installation and management of internal and external connectionsincluding all data, voice and wireless networks, liaising with providers andwhere necessary replacing internal cabling and hardware, managing their powerrequirements, rack installation, floor boxes and all backup, UPS and auxiliaryfailover systems.
* Toprovide advanced troubleshooting on technical issues, where necessaryescalating to, and liaising with external support providers, ensuring that alloutcomes are documented to facilitate trend analysis.
* Toprovide technical support and input to projects, new workstreams, businessintelligence, business continuity, disaster recovery, quality improvements andpilot schemes and liaise between project leads and the IT Manager.
* Tomanage, maintain and administer Domain Controllers, Active Directory, MicrosoftEntra, Intune, and other Tenant and and Exchange systems including group policy configuration,quarantine management and access rules.
* Tomanage, maintain and administer antivirus and cyber defence systems, ensuringthe network is protected from threats, security alerts are acted upon andissues escalated to the IT Manager and managed service providers appropriately.
* To manage,maintain, configure and administrate company telephone systems, agent logins,line configuration, diversions, failover systems and call recording, providinguser support as required.
Software
Knowledge of, or theability to develop, administrative and configuration skills in the followingapplications and systems is required:
Microsoft365
MicrosoftSharePoint
NHSSmartcards
CloudTelephony System Administration
MicrosoftActive Directory
MicrosoftWindows
VPN systems
Adastra andRemote Clinical Patient Management System (desirable)
To manage,maintain, support and administrate all clinical and operational systems interms of useraccounts, application configuration, authenticationdevices suchas Smartcards or MFA systems,investigating and actioning change requests,liaisingwith application providers where necessary,supporting investigationand interrogation of systemsas required.
To manage,maintain, support and administrate allclinical and operational systems interms of useraccounts, application configuration, authenticationdevices suchas Smartcards or MFA systems, investigating and actioning change requests,liaisingwith application providers where necessary,supporting investigationand interrogation of systemsas required.
To liaiseand work with partner organisations where access to external systems isrequired, managing relationships effectively to ensure service continuity,security and clinical safety is maintained.
DataSecurity
To supportthe organisations Cyber Security and Antivirus systems, respond to cybersecurity alerts identified within or cascaded from outside the organisation,taking recommended and appropriate action to ensure robust system and datasecurity is maintained.
To supportthe IT Manager and wider organisation in meeting all mandatory compliancerequirements in terms of information governance, where required supportinginformation asset owners in conducting and documenting Data Impact Assessments,Risk Assessments, Data Flow Mapping, Data Sharing Agreements and any otherrequired evidence, ensuring this information is updated as required.
To establishand maintain effective working relationships within and outside theorganisation.
To adhere toorganizational standards and guidelines with respect to information systems.
To provideat all times a professional, courteous, and rapid response to individual users.
To undertakeany other duties of a similar nature consistent with the responsibilities ofthe post in order to provide a quality service.
In line with other posts the job description may be subject to changeaccording to the service needs, in consultation with the post holder.
Person Specification
Qualifications
* Good standard of education (including GCSE (or equivalent in Maths & English)
* ICT qualification (A-level or GCSE) or qualified by experience
* Microsoft 365 Certificate (MD-102 / Endpoint Admin) or equivalent
* CompTIA A+ or Network+ or equivalent
* Evidence of continued professional development
* SQL qualification or qualified by experience
Experience
* 2nd Line support Experience
* 2nd Line support Experience
* Digital telephony administration experience
* Computer networking experience
* Information and data security experience including threat management.
* Back up and Disaster Recovery (DR) experience.
* A comprehensive understanding of common desktop operating systems and Office productivity software i.e. Windows, Office, etc
* Good understanding of internet and email systems with ability to provide support and advanced troubleshooting.
* Knowledge of Microsoft Server systems from 2008 to current.
* Competence in Active Directory administration, File Permissions, Group Policy Management, Email Transport and Data Protection.
* Teams phone administration
* Website Development
* Experience with Microsoft Power Apps/Power Automate.
* Experience setting up and managing multiple databased and data warehousing.
* Experience of clinical systems would be an advantage.
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.
Employer name
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