Job Overview:
The Deployment Engineer will provide 2nd level support service as part of a team within the Service Delivery function, ensuring that our users both internal and external, have the best possible experience and outcomes.
The Primary functionof this role will be the day-to-day schedule of imaging and processing of IT Equipment for despatch to the designated client sites as well as processing equipment received back at the end of their Life-cycle for asset tagging, scanning and booking into the asset stock report or CMDB.
The post will primarily focus on the core sites of the Trust, although where necessary may support/supplement remote site where a Trust vehicle for traveling can be provided.
Under the directionof the Workspace Manager, they will provide second line support for all Trust devices/systems. They will assist with Project work as assigned by the Workspace Manager.
Career Progression pathways and development opportunities:
We are committed to get the very best out of our staff and support staff in their career aspirations. We have career pathways available, where you will be able to develop your skills and build on your experience to progress into other roles across different specialties. In addition, we offer ongoing training and development in conjunction with the BCS membership.
Main duties of the job
The post holder will be responsible for the provision of:
Ensure that all tickets within work queues associated with the team are appropriately handled and completed in a responsive, timely fashion to a satisfactory standard that meet the needs of our customers.
In accordance with ITIL best practice for Request and Incident Management, investigate research and resolve the end user’s requests/incidents in a responsive manner. This may be achieved by physical site visit or remotely by accessing the user’s device, the exact method being instigated by the post holder’s knowledge, skill and diagnostic judgement taking in to account the needs of customers and following consultation with the Workspace Manager.
In accordance with ITIL best practice for Release and Deployment Management, assist in the installation, configuration and testing of both existing and new combinations of hardware and software.
In conjunction with Workspace Manager, undertake the installation, modification and upgrade of both hardware and so?ware to existing user devices in accordance with Trust policies and procedures.
Flexible working:
As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 8am to 6pm giving you the very best of good work life balance.
Person Specification
Qualifications
Essential
- Good level of general education, preferably to GCE/GCSE level standard
- Professional IT qualification (e.g. MCP/MCSE or MCDST/A+) or sufficient equivalent experience
- In possession of a full, clean, manual and current Driving Licence.
Desirable
- ITIL V3 foundation training
- Evidence of further professional development
Experience
Essential
- Relevant experience in supporting users with various Operating Systems/Devices
- Sufficient and appropriate experience of providing 1st/2nd level Operational Services support in a corporate networked environment
- Experience of working to Service Level Agreements/Operational Level Agreements
Desirable
- Use of ITIL in a Service Desk environment
Knowledge / Skills
Essential
- Excellent Customer Service Skill
- Customer focused with good verbal communication skills.
- A sound working knowledge of:
- PC hardware architecture and networking
- Asset Management o Remote Access/Control
- Software deployment
- Windows 10/11 Enterprise o Office 365 suite including Teams
- Active Directory
- Printers and Multifunction devices (Inkjet/LaserJet/scanners)
- Tablets, iPads and Android
- TCP/IP
- VOIP & ISDX Telephone Systems
- Patching Network equipment
- Audio Visual equipment
- Understanding of ITIL and key principles
- The ability to work on occasion longer hours to get the job completed for deadlines
- Ability to communicate effectively with all levels of staff within the Trust both verbally and in writing.
- Logical and reasoned approach to problem solving and all work aspects
- Ability to organise and prioritise their workload in consultation with the Workspace Manager ensuring all priorities are met
- Able to work alone whilst under time and user pressure
- Self-motivated with a strong work ethic and desire to progress
- Excellent team skills and ability to work with all Trust individuals/teams/departments
- Ability to produce/maintain clear precise records
- Analyse, interpret and understand user data formulating it into a usable ICT incident/request
Desirable
- The ability to gather and interpret data
- Express / translate complex issues in an easily understood manner to a range of audiences
- Excellent analytical and report writing skills
- Facilitation of a customer focused culture within a team
- Lifting of moderately heavy IT equipment e.g. networked printers.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Closing Date: 23 December 2024
