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IT 2nd Line Support Technician job description
Job Summary-IT 2nd Line Support Technician job description
To provide high quality desktop support and maintenance services that meets or exceeds standards outlined in Service Level Agreements.
To provide IT desktop support and advice to all users of PCs, laptops, tablets and peripherals for all TRFT service users both internal and via SLA.
To provide an escalation path for First Line staff, escalating and liaising with suppliers, third party suppliers where necessary.
To assist with the deployment of new systems/services and project rollout as appropriate.
Main responsibilities-IT 2nd Line Support Technician job description
1.0 Support and maintenance of desktop and mobile computer devices.
2.0 Support and maintenance of peripheral devices including but not limited to printers, scanners and barcode readers.
3.0 Diagnosis and resolution of hardware and software issues across the desktop environment.
4.0 Configuration and deployment of all computer and peripheral devices.
5.0 Application of standard images as part of the deployment and support of computer equipment.
6.0 Patching of networked devices back to edge switches.
7.0 Provide status reports on individual pieces of equipment relating to;
7.1 fitness for purpose
7.2 upgrade options and
7.3 whether beyond economical repair
8.0 Support of desktop services such as Directory Services and Email.
9.0 Maintain an up-to-date and accurate record of work activity on the IT Service Desk system
10.0 Accurately record work/task activities in the department’s Service Desk system including regular and relevant updates.
11.0 Log and report any service disruptions.
12.0 Liaising with third party suppliers regarding hardware and software faults.
13.0 Developing and maintaining user guides and documentation for desktop systems and services.
14.0 Assist in the implementation and upgrade of IT systems which are required to meet the tactical or strategic goals of the Trust.
15.0 To analyse, compare and implement complex technical solutions.
16.0 Contribute to IT projects and solutions, meeting the agreed quality standards, timescales and cost budgets.
17.0 Provide operating system expertise and liaison between system suppliers, users, managers and others; providing assistance in understanding their requirements.
18.0 Ensure all systems or services they implement meet the highest standards and are protected by appropriate security, backup and supporting documentation.
19.0 Support the data and information security requirements of the and SLA’d organisations
20.0 Execution of hardware and software tests and assist users during UAT (user acceptance testing).
21.0 Contribute to the creation of operating procedures.
22.0 Contribute to the production of new methodologies and solutions as required.
23.0 Understand and resolve technical issues when identifying and providing solutions.
24.0 Contribute to the quotation process in relation to ad hoc and non-standard items.
25.0 Follow the departments stock control procedures.
26.0 Assist in the decommissioning and scrapping of equipment in accordance with policy and WEEE regulations.
Communications
27.0 Whilst responding to incidents, will interact, mainly face-to-face, with service users at all levels.
28.0 Will be a prime contact for desktop, peripheral and mobile device issues.
29.0 May be required to communicate with senior managers and project stakeholders to contribute feedback, risk analysis, project status and details of emerging issues.
30.0 Ensure an effective handover to other IT staff groups (e.g. First Line) by providing appropriate training and documentation.
31.0 Liaise with members of other teams within IT to ensure the effective and efficient resolution of technical issues.
Analytical Skills
32.0 Will respond to technical queries relating to desktop and peripheral issues.
33.0 Will identify and diagnose hardware and desktop software problems; providing resolution or temporary workaround options.
Planning & Organisation
34.0 Plan and manage the delivery of work packages and projects
35.0 Prioritise own time whilst ensuring deliver of targets set out by ICT Systems and Infrastructure Manager or Head of IT.
36.0 Plan their activities to avoid or minimise disruption to Trust service users.
37.0 Adhere to departmental change control procedures; providing feedback to ICT Systems and Infrastructure Manager where appropriate.
38.0 Will need to be flexible and adjust work schedules in order to meet departmental, customer requirements.
39.0 To participate in internal forums and meetings as required and to contribute information in regard to desktop services.
40.0 Contribute to the creation of technical documentation with a clear understanding of the business and service user needs.
41.0 Acquire and maintain detailed knowledge of desktop technologies so that enquiries can be clearly and quickly addressed.
42.0 Maintain an awareness of changes to software, hardware and technologies plus potential opportunities to improve the use of technology by the Trust.
Knowledge, Skills and Abilities-IT 2nd Line Support Technician job description
Qualifications and Training
1. GCSE (or similar) in Maths and English or equivalent occupational/professional qualification or experience
2. HND (or equivalent) in a relevant technical subject
3. Relevant Technical Qualifications such as
a. MCSE
b. MCP
c. A+ Certification
4. ITIL Foundation
5. European Computer Driving License (ECDL) or equivalent
Knowledge
1. Desktop operating systems
2. Desktop/office applications
3. Computer and peripheral device architectures to component level
4. Email desktop services such as MS Outlook
5. Data backup and recovery technologies
6. Directory services such as Active Directory or eDirectory
7. Network protocols and technologies
8. Data storage technologies such as SAN
9. Server operating systems including Microsoft Server and/or Linux
10. Virtualisation technologies such as VMware and/or Hyper-V
11. Back office systems
12. Change control
13. NHS Information Governance
14. Data Protection Act 1998 and Caldicott Principles
15. Prince2 Project Management
Skills and Abilities
1. Analytical and logical approach to problem solving
2. Operating system configuration
3. Current Full Driving Licence
4. Writing reports and procedures
Experience 1. Supporting and maintaining desktop and peripheral devices
2. Proven experience providing customer focussed technical support, either at desk or remotely
3. History of explaining technical issues to non-technical staff
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