We are looking for two ICT Acute Customer Engagement Engineers to join the Innovate team. In this hands-on role, you'll be a visible and proactive presence—floorwalking to assist users, resolving technical issues before they escalate, and ensuring seamless ICT service delivery. You'll work closely with our ICT Service Desk and Operations Team Leaders to maintain high service standards and meet SLAs.
We're looking for someone with:
* A logical, methodical approach to troubleshooting
* Excellent communication and customer service skills
* A collaborative mindset and a proactive attitude
If you're ready to make a real impact and help shape a user-friendly, responsive ICT environment, we'd love to hear from you.
*Please note, we have 2 vacancies available for this role. One will be based at Warwick Hospital and one at George Eliot Hospital.
Main duties of the job
The successful candidates will provide both first and second-line ICT support, tackling hardware and software issues in person and remotely. This includes installing and maintaining IT equipment, supporting network infrastructure, and offering hands-on help across departments. Additional responsibilities include mentoring colleagues, documentation management, equipment lifecycle management, and ensuring security protocols are followed.
About us
As a growing company, Innovate offers a range of benefits and opportunities for personal growth and new challenges. We are committed to staff development and supporting work-life balance. Innovate is a staff-led company with a mission to provide the best technology solutions and support to our Trusts.
We value transferable skills and a desire to learn. We encourage anyone interested in this role to get in touch, even if you do not meet all the stated criteria.
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.
Job responsibilities
Provide first and second-line SOC and Acute support, including diagnosing complex hardware and software issues, both remotely and in person.
Proactively floorwalk across departments to identify and address ICT-related issues, offering hands-on support to users who may not have raised a formal request.
Install and configure IT hardware, software, and peripherals according to organisational standards and user needs.
Take ownership of customer issues through to resolution, providing a visible and approachable ICT support presence across sites.
Support and troubleshoot networking infrastructure, including patching, configuration, and maintenance of switches, routers, and related devices.
Remotely support end-users using industry-recognised remote access tools and software.
Manage ICT equipment lifecycle, including assessing, allocating, replacing, upgrading, and transferring equipment as needed.
Contribute to Knowledge Management by creating and updating documentation using best practices.
Assist in developing and maintaining service documentation as per the Service Catalogue.
Manage the secure decommissioning of redundant ICT equipment, ensuring compliance with WEEE regulations and data disposal procedures.
Provide advice on ICT security and ensure protocols are followed.
Adapt to changing priorities and service needs, including addressing urgent issues as they arise.
Mentor junior staff and support colleagues, sharing knowledge and guidance.
Communicate complex ICT issues clearly to non-technical staff, suppliers, and peers.
Perform additional duties as needed to meet organisational priorities.
Provide temporary cover on the ICT Service Desk during absences or operational needs.
Engage in professional development and training opportunities.
Travel between sites across Warwickshire as required to meet service demands.
Provide out-of-hours support when necessary.
Person Specification
What we are looking for in our people
* Substantial proven experience in an ICT technical support environment
* Skills and knowledge in:
* Network Troubleshooting
* Hardware & Software installation and troubleshooting
* Active Directory
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