Technical Support Analyst

Description

Job title: Technical Support Analyst

Location: Norfolk (Hybrid working)

Contract: 3 months (possible extension)

Inside IR35

Day rate: £127

Job Purpose:

The post holder will work in the Trust's IT Technical Support Team, providing second and third line support to the Trust's users. They will be responsible for ensuring the optimum use of the Trust's IT systems including managing capacity, proactively monitoring error conditions and alerts and ensuring that all of the Trust policies and procedures relating to security and best practice are adhered to.

Overview of Essential Responsibilities:

Provides advice and guidance on technical matters, supervise the other Technical Support Analysts

Performs work which requires the application of a significant range of fundamental principles in a variety of contexts

Takes a structured and effective approach to own work and demonstrates leadership potential

Is able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own area of specialisation and making correct choices from alternatives

Is able to communicate effectively, both orally and in writing, with clients, customers, colleagues and subordinates

Displays a responsible attitude to following procedures, keeping records and caring for equipment and other assets

Is thoroughly familiar with the installed hardware and software and the procedures in use in the Computer Operations area

Demonstrates good communication and negotiation skills with experience of dealing with users, other staff and suppliers

Management of onsite backup and restoration procedures including creation, scheduling, maintaining, and issue resolution using the appropriate software tools and techniques. This also includes media management, rotation and archiving. Also the checking and escalation of scripted backup activities on the Oracle, and AIX systems

Management and analysis of systems capacities and performance using agreed procedures and tools

OS builds/rebuilds for Windows 7/10 and Windows 2003-16 Server; this includes specific applications, network and user configuration

Configuration and implementation of Anti-Virus technologies for all servers/PCs within the Trust IT and related network and systems using agreed tools, procedures and software

Participating in the administration of security implementation and analysis, involving the identification and scheduling of server level updates and patches from Microsoft and user level security infrastructure from Domain-wide administration group privileges to individual access rights to remote resources

Prompt exporting and importing of NSTS (National Strategic Tracing Service) data from PPA Oracle database on a monthly basis

Issue escalation for both internal and third party applications such as A&E, Maternity, Purchasing systems. NNUH Contract for IBM global services for issues management and resolution

Provide third line technical support for the onsite helpdesk

Onsite management of Citrix Service Farm

Ensures that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of service level agreements

Works with others, including user representatives, facilities managers and contractors, to plan, schedule and supervise all maintenance and installation work associated with the system. Ensures that procedures are followed, particularly those relating to safety, AV procedures and security

Provides verbal and written technical reports to specialists on aspects of system status. Provides non-technical reports to users and managers

Manages the response to enquiries by users, specialists and others, prioritising as necessary, and dealing with the full range of problems, only escalating those which need specialist or management attention

Works with system architects, designers and contractors to plan and implement major configuration changes and upgrades. Conducts investigations on system performance and makes proposals for involvement. Provides advice and assistance to specialists and other system or service providers

Ensures that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays

Provides advice and guidance to less experienced colleagues as required

Liaises with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements

Participating in the on-call rota as required

Project assignments

Ad ID: 5417244496