Senior IT Support Engineer

Ref No. BHN521515
Salary £200 - £201/day
Location London, England
Start date ASAP
Job type Contract ()
Job Status Open


An IT Senior Support Engineer is required for 4 months (likely to be extended) based in London paying around £200 p/d (Umbrella) Inside IR35


IT Support

The Job

An IT Senior Support Engineer is required for 4 months (likely to be extended) based in London paying around £200 p/d (Umbrella) Inside IR35

* Provide operational support to customers within their designated Technical Services Support function across the ICT business.
* Provide operational support to ensure that Information and Communications Technology services to NEL customers and its clients are delivered to the highest standard.

The post holder will be responsible for:

* Delivery of engineering support functions across the ICT directorate.
* The delivery of technical customer facing services within ICT.
* Liaise extensively with customers both internally and externally.
* The delivery of a combination of remote desktop support, client device management, and network and telephony services to NEL customers.
* Ensuring that Information and communications technology services to NEL customers and its clients, are delivered to the highest standard.
* Being part of a wider multi-disciplined operational team supporting multiple geographical locations.
* Delivering against targeted operational performance metrics.
* Ensuring that the technical services support functions are fully integrated, providing flexibility of resolution across engineering disciplines and a seamless customer journey.
* Meeting operational performance targets (e.g. first time fix rate, first contact resolution rate, workforce productivity, qualitative measures, resource forecasting, planning and management, work pipeline, OLAs, customer KPIs, customer SLAs)
* Liaising with other functions across ICT to ensure a coherent customer journey.
* Developing and implement a knowledge management system to ensure information is fully available and best practice is shared across the team, Directorate and the wider NHS organisations.
* Ensuring all process developments and changes are reviewed and are approved by the NEL Change Advisory Board prior to implementation.

The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department or Directorate and the Organisation.

The post holder must be able to work in a flexible manner as required by the organisation including early start times and late finishing as required to maintain appropriate coverage. The post holder must also be prepared to travel extensively and also be part of an on call rota if required.

Knowledge/experience of: -

Windows 10

Printer install / Break Fix

Basic Troubleshooting
Network Issues
General PC issues, Printers, Scanners,
Software issues i.E Office, Office 365, Outlook, Clinical Software (EMIS)
Hardware - Dell, HP

Server knowledge
Hardware - Raid,
Software - OS, AD, Backup, Virtual Environment, DHCP

Switch - Configure, Troubleshoot
Cabling - Making cable, Patching Troubleshoot


Routers - Configure / Troubleshoot
Switch - Configure, Troubleshoot

Sian Colson
manages this role


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