ICT Technical Engineer - Infrastructure

Working within the ICT Infrastructure team, the postholder will be expected to provide an expert and effective ICT support service, predominantly in development, implementation and ongoing maintenance across a range of ICT systems across Wales, including the provision of ICT support and advice to managers and users. Writing documentation for others to follow when necessary.

The post holder will be required to work without supervision to a high standard, prioritise work and manage time effectively, deciding when it is necessary to refer to their team leader or a manager. Supporting, maintaining and installing ICT Infrastructure across the Trust in accordance with Organisational policies and procedure. Ensuring scheduled work is completed within timescales to agreed quality standards and in line with departmental procedures.

The Post holder will work daily with minimum supervision, managing their own workload and any problems autonomously, ensuring that deadlines and targets are met and that new central and local legislative requirements are worked into the existing local implementation.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

• Providing second line ICT support for users of all ICT systems in The Welsh Ambulance Service Trust, escalating problems in a timely and efficient manner over the telephone, face to face and via electronic communication using own initiative.
• Supporting the senior infrastructure engineering team colleagues with infrastructure project work, assisting in the implementation and testing of the new systems.
• Providing additional support to the senior infrastructure engineering team in the ongoing maintenance and monitoring of the key infrastructure systems once implemented in the Trust.
• Prioritise and respond to calls assigned in the ICT helpdesk software, ensuring the integrity of the call and solution information is kept up to date.
• Liaise with both internal and external agencies for the installation/configuration of new and current systems.
• Advises on and configures servers and other infrastructure equipment to ensure that it is configured to meet system/trust requirements. Including the development and use of centralized administration and distribution.

Welsh language level 1 skills are desirable for this role.

• Operational management of a wide range of infrastructure systems, including system design, configuration and technical support.
• To assist the ICT Senior Management Team in developing systems or implementing changes to current architecture by specifying, configuring and installing new software or hardware components.
• Pro-actively design, develop and maintain a range of reports and respond to ad-hoc information requests for information from and for the many infrastructure systems.
• Maintaining ICT systems within the Trust to ensure that systems meet the business and clinical needs of the users and organisation, e.g. maintains virus protection software. Maintains agreed back-up procedures.
• The post holder will be responsible for maintaining ICT equipment and systems used across the trust, including but not limited to ICT accounts, desktop computer equipment, cabling, and servers.
• The post holder will ensure all procedures for maintenance/change control of systems have been documented.

• Educated to Degree level in an ICT related subject or equivalent experience.
• Evidence of continuing professional development and post qualification learning and development.
• CompTIA A+ Hardware or equivalent
• CompTIA A+ Software or equivalent.

• Extensive experience in the implementation and support of computer systems, software and networks
• Evidence of an understanding of Windows PC and server operating systems.
• Proven experience of desktop and server troubleshooting and supporting all peripheral hardware devices.
• Requires an up to date understanding and working knowledge of:
  • Operating systems including all current Microsoft Desktop operating systems
  • Sufficient knowledge of computer hardware to support fault diagnosis to component level
  • TCPIP Desktop configuration
• Experience of working within an ITIL environment.
• Experience of IT within a healthcare environment.

• Good problem solving, fault finding and rectification techniques.
• Ability to think clearly and logically.
• Good interpersonal skills.
• Able to learn new technologies and IT systems quickly through both self-study and professional courses.
• Explain technical issues in a clear and concise manner.
• Able to work independently and as part of a team.
• Able to adapt to…