Technical Support Engineer

Job overview

The ICT Department is seeking a full-time Technical Support Engineer to join a dynamic team supporting staff across three main acute sites :
St Mary’s Hospital (Paddington), Charing Cross Hospital (Hammersmith), and Hammersmith Hospital (East Acton). The customer base includes clinical and non-clinical departments, with users of varied IT skills and technology needs.

The Technical Support Team has two main functions : the Support function delivers second-level support for individual issues, while the Enterprise function provides third-level support for organization-wide problems. Together, they ensure continuity and high-quality service.

Reporting to the Technical Support Manager, this role provides daily 2nd line support for one of the three major sites, supports diverse hardware and software platforms, manages multiple workloads, and contributes to ongoing improvement projects for the Trust.

• Ensure faults are dealt with in accordance with agreed procedures and SLA targets.
• Ability to provide support for all hardware, applications and PC operating systems as set out in the ICT supported product set.
• Provide identification and initial diagnosis of network and UPS problems and ensure the details are conveyed to the appropriate team for resolution.
• To provide breadth of experience and development it is expected that staff will rotate between sites.
• Ability to deal with calls allocated to technical support based on prioritisation and SLA duration.
• Maintain regular customer updates for outstanding calls allocated to the technical support team.
• Ability to install and configure PC’s, mobile devices and printers in accordance with trust policies and procedures.
• Provide out of hours support as required.

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Essential criteria

• Degree Level or equivalent qualifications / experience

Desirable criteria

• Professional qualifications : MCSE

Essential criteria

• Minimum 2 year’s experience within an organization with 200+ users working in an IT Services environment
• Practical expertise and in-depth knowledge of PC architecture and Windows operating systems
• Good understanding of technology, its direction, including knowledge of Microsoft NOS, LANs, WANs, Routing protocols
• Ability to analyze complex computer problems and provide solutions.
• Ability to provide technical guidance and instruction on the use of computer technologies
• Ability to plan and implement computer systems and applications
• Knowledge of current technological developments / trends in area of expertise

Desirable criteria

• Knowledge of the NHS environment and Patient Administration Systems would be advantageous but is not essential.

Essential criteria

• Ability to tackle a wide variety of IT problems, to devise and implement appropriate solutions or alternate to management or third parties as they see fit.
• Able to communicate effectively with all levels of staff

If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying.

Further information about eligibility is available on

Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).

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