Technical Support Specialist (Mobile)

Job purpose

• The role will provide support to the Senior Technical Support Specialist for the provision of a resilient, reliable and effective day to day technology service and ensure that all Trust colleagues are able to rely upon their technology enablers.
• To provide IT second line support and technical management for all aspects of the Trust’s server infrastructure and related technologies
• To work as part of a team to ensure the effective performance of endpoint hardware is utilised to support the ICT systems used Trust.
• To provide ongoing support and development of the Trusts endpoint systems to ensure there reliability and availability, utilising all the available endpoint management systems employed by the Trust to their very best to keep all systems working alongside one another smoothly on a range of devices.
• Your role will involve working closely with the Senior Technical Support Specialists and the Cyber Security Lead to ensure deployment of security and software updates, maintain configuration baselines and prevent configuration drift, and work with and assist all other teams in the business to achieve all of those aims.

Main duties and responsibilities

• To be responsible for the testing, deployment, and troubleshooting of desktop and mobile endpoints.
• Perform patch and software distributions, manage security configuration and work with the Senior Technical Specialist and Cyber Security Lead to provide reports for management use, demonstrate system health and compliance based on pre-defined standards, and routine maintenance
• To work with the Senior Technical Support Specialist to help develop policies and procedures and facilitate testing that applies to the acquisition, management and use of information technology equipment, services and hardware across the organisation. This will relate to the internal work of the IT service and to organisation wide issues affecting all clinical and non-clinical staff such as information and IT security policies and procedures.
• To provide IT advice to the organisation, and external organisations where required on IT systems and services.
• Provide technical information both in written and verbal format.
• To support the management and development of an efficient and effective IT technical infrastructure within the Trust, including hardware, network, communications, software, systems development, planning and implementation including user support as required.
• To work with the Senior Technical Specialist and other members of the team to deploy, maintain and monitor backups and facilities for central and any remote data centres serving the organisation.
• Be an advocate for the Trusts IT systems.
• Promote the use of IT to all sectors of the health community in order to achieve more effective operational practices and to provide support for organisational development.
• To provide specialist advice on IT related issues to individuals and various management groups throughout the organisation as required.
• To provide 2nd Line support and break-fix services to servers and endpoints hosted by the Trust.
• To use the IT Service Management Application to keep call history up to date and manage open incidents.
• To ensure that all ICT personnel are aware of problems, potential problems and known errors so that they can assist in their resolution.
• To satisfactory resolve all incidents passed as part of the ICT Service Management escalation procedure, including the provision of support in deciding immediate action, the co-ordination of investigations and proposals for change and/or circumventions, and the initiation and monitoring of agreed remedies.
• To participate in the ongoing backup regime, including ensuring backup routines are appropriate for systems and they complete successfully as well as changing backup media where appropriate.
• To liaise and work with third-parties where appropriate to resolve technical problems and issues.
• To have a working knowledge of all technical aspects of information governance with a regard to the maintenance and monitoring of an effective security and confidentiality policy.
• To provide mentoring, IT Training, both planned and ad hoc to ensure that system changes are cascaded to meet the needs of an efficient and well-supported service and that new system implementations are appropriately.