Level 3 Information Communications Technician
Company: Rowcroft Hospice
Weekly Hours: 37.5 hours per week
Salary: £12,000 pa
Location: Rowcroft House Foundation Ltd, Avenue Road, Torquay, Devon TQ2 5LS
Please contact Rachel on firstname.lastname@example.org or call 01133 500 333
About the company:
Our Vision is to make every day the best day possible for our patients and their families in South Devon. You will support us to do this as a member of our IT Team delivering all IT services across Rowcroft Hospice, St Luke’s Hospice and St Richards Hospice in collaboration with the wider healthcare partnership in Devon.
Rowcroft Hospice serves the people of South Devon by providing specialist care to patients with progressive, life limiting illnesses. The successful candidate will work in the IT department which provides a broad range of IT services to staff, volunteers, patients, and visitors.
Rowcroft Hospice Values: Honesty and Integrity Generosity of Spirit Respect Team Player.
Brief job description:
Estio Training has an exciting new opportunity for an Information Communications Technician. To join the Rowcroft IT Team delivering all IT services across Rowcroft Hospice and other partnering Hospices, and in collaboration with the wider healthcare partnership
Alongside a supportive apprenticeship course, you will learn to excel in IT service quality, drive incident response and resolution against agreed service levels and develop your technical skills in areas relevant to the Hospices and desired by you, within the apprenticeship course.
You will provide 1st and 2nd line technical support across a range of IT and user issues escalating to appropriately skilled team members and support resources, as required to deliver to service levels. You will have strong technical skills with experience of investigating, diagnosing, and resolving desktop, network, data, and other support issues.
Your duties and responsibilities in this role will consist of:
We have a clear business and IT strategy which defines and shapes our programme of change for the future and the culture to optimise the use of IT for maximum benefit to the hospice, our patients, family, friends, supporters, staff, and other valued stakeholders.
Delivering a best-in-class customer experience for everyone.
- Answer telephone calls, emails, portal requests and other enquiries in a prompt and professional manner, recording key and noteworthy information.
- Provide 1st and 2nd line technical support, ensuring that IT incidents are promptly actioned and resolved against agreed service levels.
- Deliver innovative and cost-effective solutions to drive improvements and develop services to new heights.
- Act with sensitivity and confidentiality, when dealing with information and any person involved in that confidential information.
Supporting resilient services
- Apply technical skills to resolve 1st and 2nd line technical issues, including:
- Microsoft Windows Server, Linux, and VMWare support.
- Administration of Active Directory, group policy management, DHCP, DNS.
- Office 365 administration, file and directory permissions, user support queries and request fulfilment.
- Application account management, access rights control, groups configuration and licence allocation.
- Network support, including server, router, switches, firewalls, SANs and NAS.
- Connectivity support, including telephony, cabling, port configuration and resolving other common comms related support issues. Hardware break/fix, configuration, and optimisation.
- Service Desk and incident management activities to support IT users and ensure normal service operation is effective and available.
- Software licencing, certification, and domain management.
- Escalate requests to 2nd and 3rd line support, subject experts and/or suppliers.
Building ‘One Team’
- Work across hospice teams in a seamless and integrated way, leveraging technology to maintain clear working priorities and attending on site, where required.
- Do the right thing by delivering high-quality customer service by managing and exceeding expectations and through regular updates to users regarding progress on incidents and other activities.
- Work collaboratively with other organisations to learn, adopt, comply, and improve service delivery to bring efficiencies to end of life care services within the hospices and partnering organisations.
Developing ‘One System’
- Work towards our strategic goals to identify opportunities to improve and simplify IT use to bring operational efficiencies to all hospice IT users.
- Provide project support in the development of new IT solutions and innovations.
- Relate current and emerging technologies to clinical and business activities for the hospice, identifying new and innovative ways of developing services.
- Support IT change to develop a single system which improves access to IT services and streamlines access management.
- Work closely with managers and colleagues to understand changing business priorities, required IT service levels and emerging technology needs.
- Support the development and maintenance of standard operating procedures covering all IT Service Operation disciplines and others are required.
- Provide statistical information, reporting and dashboard insights as required, contributing towards the ongoing development of Hospice Services.
- Communicate in a timely manner through multiple channels with users, patients, family, friends, suppliers and partners on the progress and actions taken and planned to resolve any support related activities.
The role offers long-term security and the opportunity to progress into a permanent position.
- 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)
- Qualification in computing or technology-related disciplines.
- Experience of using computers and other technology peripherals in education, at home and in other settings, which differentiates you from other peers.
- Professional telephone manner with good communications across all written mediums and other channels.
- Strong IT technical knowledge in application, network, and hardware support.
- Organised and proficient in the use of Microsoft Office applications.
- Confident writing and documenting detailed information to share important information in the diagnosis and investigation of support issues.
- Ability to use own initiative as well as ability to work as part of a team.
- Ability to be flexible and cope under pressure and prioritise work efficiently.
Training to be provided:
Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.
Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:
- Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
- Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
- Prioritise systems support tasks and monitor and maintaining system performance
- Maintain regulatory, legal, and professional standards.
- Support the information systems needs for your business.
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