JOB DESCRIPTION

JOB TITLE: ICT Infrastructure Engineer

___________________________________________________________ ACCOUNTABLE TO: REPORTS TO: HOURS: ACCOUNTABLE FOR: LOCATION: At a location within the Trust premises Head of Information Technology ICT Manager

___________________________________________________________ MAIN ORGANISATIONAL RELATIONSHIPS

Internal

IT Department personnel especially the systems Team IT related functions in various departments across the Trust Clinical and non clinical users of IT Services at all levels below
External

Other NHS trusts and organisations Various IT Service & support third parities ___________________________________________________________ JOB SUMMARY: Working as part of a multi-disciplinary technical team providing robust, reliable, responsive, secure, customer driven infrastructure services covering voice and data networks and server infrastructure. To achieve this, the team need to measure, report, manage, maintain, replace, enhance and expand the Trust infrastructure services. This post will be responsible for the first line technical support across a number of diverse technologies including the Trust network (LAN, WAN, Wireless), server, data storage and telecommunications infrastructure. The ICT Technician is responsible for: Working as part of a team supporting clinical and non-clinical users throughout the Trust in their use of all IT services and where appropriate offering advice and one to one training to the user. Contribute to the department meeting its Service Level Agreements (SLA) for resolving IT issues by delivering a high quality technical support service to the

users of production services and interfaces as directed by the IT Infrastructure Manager. Carry out the installation, repair, maintenance and configuration of all ICT Infrastructure and associated software, raising incidents with and managing third party suppliers for service and support issues on a regular basis. To be responsible for specified departmental Information Systems, carrying out routine upgrades, maintenance and liaising with third party suppliers.

KEY RESULT AREAS: 1 Provide Robust, Reliable, Responsive, Secure Infrastructure Services to the Trust Ability to provide users with solutions to complex/urgent service delivery issues and subsequently feedback to management. To assist and advise other technicians including the mentoring and induction of new members of staff within the department. Advanced knowledge/expertise of one or more departmental/infrastructure systems acquired through experience or qualification To participate in the provision of a paid out of hours on-call service. Take part in routine backup and system checking, highlighting any issues to senior staff. To maintain and demonstrate an up to date knowledge of developments in infrastructure services, communications networks and telecommunications. The post holder will work unsupervised for the majority of the time, within specified frameworks and will use their own initiative when working on issues and projects to ensure that work is managed, prioritised and completed in the most efficient manner. Referring more complex issues and proposed solutions to second and third line as required Post holder will need to analyse a range of facts, carry out systems and network (LAN/WAN) analysis in order to resolve issues and identify the root cause. The post holder will need to prioritise work depending on impact and severity of the issues, understanding the wider implications. Identify and implement appropriate actions for resolution, and where possible root cause elimination, involving other external support organisations as appropriate. Standards & IT Processes Evaluate existing work practices and procedures in own area, propose changes and recommend improvements to the ICT Infrastructure Team. Undertake network and application account management procedures in line with the Trusts policies. To respond to incidents and problems involving systems, networks, telecoms and other ICT devices and software as allocated via the Service Desk and senior management by following logical fault-finding procedures. The post holder will follow the Trust and IT Policies, procedures and processes. To respond to the changing needs of the users by providing solutions to user problems and requirements. Post holder will manage their own workload as allocated by the Service Desk to ensure completion within defined Service Levels.

The Post Holder will carry out service requests as received by the Service Desk, planning and managing installation work as necessary. Co-ordinate relationships with third party suppliers and ensure that any issues are managed and resolved in a timely manner. Projects & Planning Plan and lead on small-scale projects, scheduling tasks and liaising with clients, IT management and third parties. To lead on projects as directed by senior members of the department, liaising with end users, third party suppliers and project managers. Relationship Management The post holder needs to be able to quickly and effectively receive and communicate complex and/or complicated issues in a manner that is easily understood by a wide range of clinical and non-clinical users, third party companies and/or other members of the department. Forge strong working relationships with key IM&T stakeholders, providing advice and enhanced levels of support. Manage and enhance ITs relationship with users by providing an effective, courteous service at all times. Regularly keep users informed of progress when working on incidents or projects. Documentation Develop technical documentation related to common problems and product usage in order to share knowledge amongst the team. Post holder will need to contribute to the ICT Monthly Report and generate reports and updates on project progress. Submit and quality check entries submitted to the Knowledge Base. Management Responsible for specified departmental/infrastructure systems, carrying out regular maintenance, upgrades and troubleshooting. Induct and mentor new members of staff within IT. Assist the systems and networks team in administration and maintenance and provide reports on request. Work with other engineers and third parties when installing or repairing IT devices ensuring clients can safely use the equipment where appropriate. The post holder will be responsible for the safe and effective use of expensive hardware and software applications. Post holder will be responsible for the installation, repair and maintenance of complex IT devices. Regularly update the call management system (within the operational level agreement specified), sharing information with team members. Work with and manage third party suppliers, when raising service or warranty calls, to ensure appropriate action is taken in order to resolve issues in a timely manner.

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Creating/modifying and deleting user accounts and modifying user access levels to systems in compliance with Trust policies. Maintain IT devices to a high standard. To be involved in the backup and restore processes including day-to-day media management and backup checking. Also to be involved in the periodic data restoral checks and provide auditable evidence that such checks are successful. Partake in the testing and evaluation of all new technologies in area (either IT devices or software) prior to release Maintain an up to date knowledge of technology advancements, researching and review new technologies, making recommendations to management. Personal Post holder is expected to work in a multi-disciplined environment dealing with a varied range of work procedures, processes and practices covering a wide range of IT devices and software. Post holder will be required to use a variety of tools to disassemble, add and remove components and reassemble equipment as part of fault finding, repair and upgrade of equipment, demonstrating dexterity and the ability to work with precision parts. Must be able highly proficient in the use of a PC and be adept in a number of software packages including Microsoft Office Although not directly responsible for patient care, IT services are used in the delivery of patient care. Staff will frequently come into contact with patients while resolving issues in patient areas i.e. wards, clinics, outpatients and should provide assistance when requested.

The paragraphs below are mandatory for all posts

AMENDING THE JOB DESCRIPTION: It is expected that as the organisation develops

and changes, it may be necessary to vary the tasks and/or the responsibilities of the postholder. This will be done in consultation with the postholder and it is hoped that agreement can be reached to any reasonable changes. We strive to provide excellence by valuing; listening and learning from the patients and carers we serve to ensure we provide a service that genuinely meets their needs. CONFIDENTIALITY: The postholder must at all times maintain complete confidentiality of the material and information that they handle. Any matters of a confidential nature, or in particular, information relating to diagnoses and treatment of patients and individual staff records must not, under any circumstances, be divulged or passed on to any unauthorised person or persons. The postholder must respect patient named confidentiality in keeping with Caldicott principles. DATA PROTECTION: The postholder must at all times respect the confidentiality of information in line with the requirements of the Data Protection Act. This includes, if required to do so, obtaining, processing and/or using information held on a computer in a fair and lawful way, holding data only for the specified registered purposes and using or disclosing data only to authorised persons or organisations as instructed. POLICIES AND PROCEDURES: The postholder will be expected to comply with all statutory legislation, Trust Financial Framework Guidance and approved national and

local policy. The postholder is also expected to be aware of the Trusts Risk Management Strategy which includes the responsibilities placed on them by the Health & Safety at Work etc Act (1974) and the Clinical Governance Framework. All employees are expected to comply with all Trust Policies and Procedures. GENERAL: The postholder will be expected to be responsible for his/her continuing professional development and to take a proactive approach to maintaining personal and professional effectiveness in an evolving role. The duties and responsibilities described in this Job Description are intended to be indicative but not exhaustive of the responsibilities of the postholder. As the Trust develops, the requirements of the job may change and the postholder is expected to adapt to these changes. HEALTH AND SAFETY: Employees must share responsibility for abiding by health and safety policies and regulations, infection prevention and control policies and act in accordance with the Risk Management Policy. This includes compliance with The Health Act 2006 Code of Practice for the prevention and control of healthcare associated infection (available on the Trust Intranet). In addition, be aware of the responsibilities placed on them by the Health & Safety at Work etc Act (1974) to ensure that the agreed safety procedure is carried out to maintain a safe environment for themselves, other employees and visitors. EQUAL OPPORTUNITIES POLICY AND ANTI-HARASSMENT: The postholder will immediately report to their line manager any breach or suspected breach of both equal opportunity and anti-harassment guidelines SMOKING CONTROL POLICY: The Trust has adopted a smoking control policy. The policy applies to all staff, patients and visitors, and extends to the hospital grounds as well as internal areas. SAFEGUARDING CHILDREN Everyone employed by the Trust regardless of the work they do has a statutory duty to safeguard and promote the welfare of children. When children and/or their carers use our services it is essential that all child protection concerns are both recognised and acted on appropriately. You have a responsibility to ensure you are familiar with and follow the Colchester Hospital (CHUFT) child protection procedures and the Trust's supplementary child protection guidance which is accessed electronically on the Trust's website. To ensure you are equipped to carry out your duties effectively, you must also attend mandatory child protection training and updates at the competency level appropriate to the work you do and in accordance with the Trust's safeguarding children training guidance. SAFEGUARDING ADULTS Everyone employed by the Trust regardless of the work they do has a duty to safeguard and promote the welfare of vulnerable adults. When patients and/or their carers use our services it is essential that all protection concerns are both recognised and acted on appropriately. You have a responsibility to ensure you are familiar with and follow Trust policies in relation to safeguarding vulnerable adults. To ensure you are equipped to carry out your duties effectively, you must also attend mandatory vulnerable adult protection training and updates at the competency level appropriate to the work you do and in accordance with the Trust's vulnerable adult protection training guidance.

Appointee:.. date Appointing Manager:. date..

Essential Criteria
EDUCATION/ QUALIFICATIONS Degree or equivalent experience Minimum 36 months experience in 2nd line IT support role. MCSE/CCNA or other higher level recognised technical qualification. Foundation level in ITIL Service Management SKILLS/ ABILITIES Good verbal and written communication skills with the ability to work with personnel at all levels, within all disciplines of the Trust Good analytical and troubleshooting skills, including the ability to clarify a problem, seek all relevant information, detect trends and link cause and effect, and identify the critical issues in a complex situation Proficient with Microsoft Word, Excel and Outlook Sound and up to date IT skills In possession of standard keyboard skills Good interpersonal skills and ability to work productively with staff at all levels Good Client facing skills EXPERIENCE Knowledge of Microsoft Windows Operating Systems and MS server Products Knowledge of Microsoft Active Directory

Desirable Criteria

Service delivery/ customer centric environment Working in an ITILenvironment. UNIX / VMS experience

Knowledge of VMWare Microsoft SCCM , SCOM Good Working Knowledge of TCP/IP Networking DNS, WINS, DHCP Knowledge Microsoft Exchange with MS Outlook Advanced knowledge of MS OFFICE product suite Knowledge of Microsoft SQL Server Experience of using Hornbill Support Desk System First-line support for telecoms Project management skills Working with an NHS hospital environment. Familiarity installing and support clinical applications such as PAS, PACS.

infrastructure, installing telephones and managing basic cabling requirements. PERSONAL QUALITIES Takes initiative to improve IT service delivery Good organisational and time management skills with an ability to manage multiple tasks effectively Ability to work both independently and as part of a team to achieve the teams goals Self motivated, determined and enthusiastic Good interpersonal skills both face to face and over the telephone Customer focused with a can do attitude Results driven The ability to work under pressure and meet targets and deadlines to expected levels of quality Flexibility in handling changing or conflicting priorities and resilience in overcoming obstacles or crises