Digital Field Engineer FTC

The role involves the provision of first and second line Support Services including project support to all users at Black Country Healthcare NHS Foundation Trust. The role will be primarily based at Peartree, Dudley but may extend to other Black Country Health Care NHS Foundation Trust sites as dictated by service requirements. The role requires an excellent understanding of, and commitment to outstanding customer
service., To work as part of the Digital Services support service providing 1st and 2nd line support, acting as the first point of contact for all ICT software and hardware support calls. This will include working in ward areas to offer support services to Black Country Health Care NHS Foundation Trust staff, 3rd party vendors and contractors., A UK Driving Licence and access to a car is required for this role.
Sponsorship is not available for this role.
Job Purpose
The role involves the provision of first and second line Support Services including project support to all users at Black Country Healthcare NHS Foundation Trust. The role will be primarily based at Peartree Lane but may extend to other Black Country Health Care NHS Foundation Trust sites as dictated by service requirements. The role requires an excellent understanding of, and commitment to outstanding customer
service.
Main Duties/Responsibilities
+ To work as part of the Digital Services support service providing 1st and 2nd line support, acting as the first point of contact for all ICT software and hardware support calls. This will include working in ward areas to offer support services to Black Country Health Care NHS Foundation Trust staff, 3rd party vendors and contractors.
+ To self prioritise and time manage assigned helpdesk tickets.
+ Provide general help desk telephone support including support of all Microsoft products.
+ Manage and prioritise technical support workloads providing ICT Support & Implementation Services to all users of the Black Country Partnership NHS Foundation Trust ICT Hardware and Software.
+ Provide Helpdesk and technical support to Black Country Health Care NHS Foundation Trust sites as part of a distributed centralised Helpdesk service.
+ Install new hardware and software for Black Country Health Care NHS Foundation Trust users as instructed by senior members of the ICT Team.
+ Ensure all desktop PCs and laptops are kept up to the current patch level.
+ Administer user domain and email accounts.
+ Configure email accounts on desktop PCs, laptops an iPads etc within user profiles.
+ Undertake basic administration of the Trusts telephony systems.
+ Support Multi Function Devices (MFDs) and liaise with the leasing company to manage fault resolutions.
+ Specify and Source End user hardware and stock as directed by line
managers.
+ Be able to provide meaningful instruction to users at their technical level of understanding, and be able to advise users on best practice (E.g. File management and Storage issues).
+ Escalate the priority of calls in accordance with Digital Services Service Desk procedures.
+ The post-holder will provide expertise in deploying new hardware and upgrading existing hardware including personal computers, laptop computers, personal digital assistants, printers, telephones and multi-functional devices.
+ The post-holder will contribute to the planning and implementation of project work, including the annual capital programmes activities where applicable.
+ Provide advice via telephone, email and in person to staff at all levels across the Trust via the Digital Services Service Desk, covering server, desktop, network and applications support.
+ Ensure that the Digital Services Service Desk system is kept up to date and accurate in terms of calls logged and resolution.
+ Ensure that all notes and supporting documentation are created and updated on to the Service's standard operating procedures.
+ Update & maintain asset register of ICT hardware.
+ Carry out network audits such as asset location and security checks. Ensure that all software installations at the Black Country Health Care NHS Foundation Trust comply with the End User License Agreements.
+ Any other tasks relevant to the role of First Line and Second Line Technical Support Officer as specified by the Service Desk Manager, other Technical Services manager or any member of the Senior Management Team.
+ Adhere to all of the Black Country Health Care NHS Foundation Trust policies, protocols and procedures.
+ Diagnose and troubleshoot hardware faults and repair/replace damaged components using appropriate tools as necessary.
+ Analyse and diagnose wide-ranging requests, which may include situations
where the post holder will be required to investigate and use their own judgment to identify the best course of action.
+ Lead, supervise and assist third party suppliers with the resolution of faults and service requests.
+ Proactively research, develop and test new hardware, devices, software, solutions, utilities and tools for more efficient working. Provide on call support for the Black Country Partnership NHS Foundation Trusts E-HR system.
+ Work as a project resource in conjunction with the departmental technical project manager.
+ Configure and deploy Trust Smart Phone and remote working Tokens.
+ To undertake any other duties of a similar nature consistent with the
responsibilities of this post in order to provide a quality ICT service.
Trust Values
Employees, workers, and / or contractors will be expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trust's values. Individuals have a responsibility to ensure that they display the Trust values and behaviours in carrying out their job and that individuals feel able to challenge (or raise a challenge) when other colleagues' behaviours breach the spirit of Trust values.
Confidentiality and Data Protection
Staff are to familiarise themselves with the Employer's data protection policy when this is available, which sets out its obligations under the General Data Protection Regulation, the UK Data Protection Act 2018 and all other data protection legislation. You must comply with the Employer's data protection policy at all times and you agree that you will only access the systems, databases or networks to which you have been given authorisation and only for the purposes of your work for the Employer. The Employer will consider a breach of its data protection policy by you
to be a disciplinary matter which may lead to disciplinary action up to and including summary dismissal. You should also be aware that you could be criminally liable if you disclose personal data outside the Employer's policies and procedures. If you have any queries about your responsibilities in respect of data protection you should contact the Employer's Data Protection Officer.
Data Quality
The post holder should ensure any data/information prepared for either internal or external analysis is 'fit for purpose' i.e. that it is accurate, valid, reliable, timely, relevant and complete.
No Smoking
The Trust has a no smoking policy. Smoking is not allowed on any Trust premises.
Health and Safety
The post holder will take personal responsibility for any Health & Safety issues and obligations under the Health & Safety at Work Act. The post holder should also be aware of and comply with other relevant legislation and policies e.g. Fire Regulations.
Policies and Procedures
The post holder is required to abide by all policies and procedures of the Trust.

• Please Note that Internal at Risk Employees will be given preference for this position

We reserve the right to bring the closing date forward for this vacancy at any time should we receive an overwhelming response of applications. We therefore encourage applicants to apply early if you wish to be considered for this post.
If you do not hear from the recruitment 4 weeks within the advertised closing date please assume that you have been unsuccessful at the shortlisting stage. Please ensure that you check your emails on a regular basis for any recruitment updates regarding this vacancy. If you are not successful at the shortlisting stage and would like feedback, please contact the Recruitment Team directly for feedback.
The salary range quoted is as per NHS Agenda for Change pay structures. This is based on the number of years' working directly within the NHS at the advertised pay band. Experience gained with other NHS Trusts will apply, but candidates without prior experience working direct for the NHS would normally be appointed at the lowest point unless they can demonstrate the equivalent experience and then be eligible for incremental increases in future years.
Successful applicants for clinical posts up to and including Band 4 are expected to hold the national Care Certificate qualification and will be supported to attain this once in post.
The Trust is committed to equal opportunities, providing opportunities for flexible working and is a non-smoking organisation.
As a Trust we are passionate about Anti-Racism, Disability Inclusion, and LGBTQ+ Equality, and are committed to diversifying our staff team in all areas and at all levels of seniority to better reflect the diverse communities we serve. Therefore, we particularly welcome and encourage applications from people who belong to a minority or marginalised community, including from Black and Asian, Disabled (including hidden disabilities such as Neurodiversity, Mental Health, etc), or Lesbian, Gay, Bi, Trans or Queer (LGBTQ+) people.
Furthermore, Disabled applicants have the option of requesting that their application is considered under our Guaranteed Interview Scheme (GIS). Please indicate your intention to apply under the GIS in the relevant section of your application. Regardless of whether you participate in the scheme or have shared a disability, you will be provided the opportunity to request reasonable adjustments to the interview process at each stage of the recruitment process.
Due to the nature of the work some posts may be subject to a Standard Enhanced Disclosure and Barring Service (DBS) check, through the Disclosure and Barring Service as stipulated under part V of the Police Act 1997. Having a criminal record will not necessarily bar you from working with us; this will depend on the nature of the position and the circumstances of your offences.

Black Country Healthcare NHS Foundation Trust provides specialist mental health, learning disability, and community healthcare services for the population of the Black Country.
Across the whole of the region we provide:
+ Adult and older adult mental health services
+ Specialist learning disability services
+ Mental health services for children and young people
+ Community healthcare services for children, young people and families in Dudley
Black Country Healthcare NHS Foundation Trust was formed on 1 April 2020, with the merger of Black Country Partnership NHS Foundation Trust and Dudley and Walsall Mental Health Partnership NHS Trust. Combining resources, strategies and talented workforce enables us to deliver a wider variety of outstanding services that are based on best practice and are continually improving.
We currently employ over 4,000 people and just like the population we serve, we are made up of diverse cultures and backgrounds. Whatever your role, working in a NHS Foundation Trust, like ours, is a demanding and extremely rewarding experience. Knowing that every day you can help to make a positive difference to someone's life is a very powerful feeling. We know that our Trust runs on this desire to help and support people, and our Trust vision expresses this. Our vision is to improve health and wellbeing for everyone, especially our colleagues to achieve the best possible work/life balance.