Job Summary
The main purpose of this post is to provide 3rd line technical support to all aspects of hardware infrastructure, software applications and related technologies. This will require a strong understanding of partner business requirements and the potential clinical impact of any IT projects or issues. This support will be provided across multiple communication channels, and take the form of remote and on-site technical support.
Main duties of the job
Provide 3rd line support for clinical and non-clinical users across partner and customer organisations.
Provide an escalation point and technical supervision to more junior technical teams.
Maintain and build constructive relationships with a broad range of internal and external stakeholders.
Participate in relevant internal and external working groups/projects, services, and initiatives to provide information and analytical advice and expertise.
Interpret and explain information and issues, explaining highly complex issues to a wide range of internal and external stakeholders.
Person Specification
Qualifications
Essential
Qualifications
Essential
- Degree in a relevant subject or equivalent experience
- Works at Post Graduate Diploma level or has extensive equivalent experience
- Foundation Certificate ITIL Service Management or equivalent level of knowledge and experience
- Evidence of successful completion of specialist short course.
- Evidence of on-going personal and professional development
Desirable
- Post-graduate certificate in an IT related subject
- Microsoft Certified Professional Qualification
- Cisco Networking Qualification
- IT Security Qualification
Experience
Essential
- Significant experience of working in a Microsoft based technical support role across both desktop and server environments.
- Extensive experience of working in an IT Support role.
- Extensive experience of supporting server OR networking technologies
- Experience of IM&T delivery in a healthcare environment
- Practical experience of proactive support activities to minimise technical faults
Desirable
- Experience of working with cloud technologies such as MS Azure and Office 365.
- Experience of ITIL methodologies, including Change Management, Problem Management, Incident Management and CSI.
- Extensive experience of supporting server AND networking technologies
- Experience of supporting enterprise storage and Storage Area Network (SAN) platforms.
- Experience of supporting enterprise class unified communications systems and VOIP
Skills and Knowledge
Essential
- Broad knowledge of and confident use of Microsoft desktop operating systems and applications.
- Able to identify new ways of using IM&T in the workplace and provide advice in line with the HIS business plan and team objectives.
- A good understanding of informatics systems, services and technologies
- Well established knowledge of a range of software and hardware tools relevant to the specialist systems supported.
- Able to coordinate and work collaboratively across multiple organizations
- Ability to cascade and share learning on new IT processes, and issues related to users to other members of the Team.
- Demonstrated capability to act upon incomplete information, using experience to make inferences and decision making
- Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude
- Ability to analyse a range of complex technical issues and propose interim/ permanent resolution as appropriate
- Able to plan and organise tasks and activities that may take place over a period of time; log and assign calls and actions in the service management tool.
Desirable
- Working knowledge of Cisco routing and switching hardware.
- Working knowledge of Netapp Storage Area Network (SAN) technology.
- Working knowledge of CommVault Backup Technologies.
- Specialist knowledge and expertise in Service Management such as ITIL Lifecycle Stream
Personal Attributes
Essential
- Effective verbal, written and presentational communication skills
- Have the ability to choose phrases and terminology appropriate to audience to assist in their understanding of the subject matter
- Capable of sustained high quality effort over long periods
- Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often changing timescales
- Capable of working as a self-contained, self-motivated employee yet also able to work as a team and support colleagues when necessary
- Adaptable and flexible approach to duties to meet deadlines
- Able to accept and carry out challenging assignments outside the range of normal duties with a positive attitude.
- Able to record data accurately.
- Able to work effectively in a crisis situation during a major incident, supporting colleagues and customers.
- Flexibility to work on the on-call rota
Desirable
- Able to negotiate in difficult circumstances.
- Effective influencing and negotiation skills, to assist in the motivation of others
- The promotion of equality of opportunity and good working relations (providing practical leadership)
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: 27 February 2026
