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Technical support engineer (systems specialist) .pdf


Original filename: Technical support engineer (systems specialist).pdf
Author: Janice Tynan

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Job Description
Job Title

Technical support engineer (systems specialist)

Reporting to

Head of Support and Deployment

Responsible for
Department

Product Development

Salary

Circa £35k-40k

Annual Leave

25 days

Type

Permanent

Location

Hammersmith, London

About the Company
The Learning Clinic (TLC) is an independent healthcare improvement company that has developed innovative clinical systems which are
helping front-line staff to manage their patients more safely and efficiently. One of our award winning clinical systems is called
VitalPAC which enables doctors and nurses to record clinical data on handheld devices at the bed side, the data is analysed and
instantly escalates if patient conditions are deteriorating or referrals are required to different health care teams.
Hospitals with Vital PAC are showing health care and operational improvements. We continue to develop the system in partnership
with clinicians and managers to identify and monitor other clinical areas of care and the vision is that VitalPAC will develop further as the
Personal Assistant to the Clinicians. The future success of the company will depend on securing people who are able to grow in their
roles at the same pace as the company itself is expanding.

Purpose of the Role
A member of the helpdesk and deployment team with a focus on systems.
To provide internal technical support for all TLC staff and to have ownership of the TLC technical infrastructure.
To provide second line user support and customer service on VitalPAC applications, systems and devices.
Assisting customers with installations and upgrades.
Supporting the development and testing teams with servers, configurations and performance monitoring.

CONFIDENTIAL – Copyright © The Learning Clinic 2014

Main Responsibilities
Internal Systems
 Ownership of the company internal IT infrastructure and IT documentation.
 Provide telephone and email support for all local and remote staff relating to internal technical issues.
 Maintain the internal technical company infrastructure, including network, servers, workstations, telephones, internet/N3
connectivity and remote workers.
 Managing the company email and ensuring high availability.
 Install server and client service packs and hotfixes; advise and distribute new versions of software.
 Ensure all pertinent server data is backed up off-site, and perform regular checks to ensure data can be restored.
 Ensure that all servers and clients have current anti-virus and relevant software patches installed, with automatic updates.
 Perform regular hardware and software audits of all The Learning Clinic’s assets including hardware deployed at
customer sites. Liaise with manufactures regarding any hardware issues.
 Liaise with suppliers regarding new hardware and software purchases.
 Introducing automation to replace manual processes. This includes monitoring of the network and servers.
 Author knowledgebase articles for both internal staff and customers.
Customer Services
 Provide 1st and 2nd line telephone and email customer support using the Oxygen helpdesk system, resolving software
and hardware issues where possible and otherwise escalating as appropriate.
 On-site support if issues cannot be resolved remotely.
 Advise customers regarding service pack updates and hotfixes required.
 Liaise with customers regarding new hardware and software purchases.
 Perform VitalPAC installations and upgrades and ensure technical documentation is up to date.
 Adhere to the company helpdesk processes.

Person Specification
Qualifications

Experience

Knowledge
(Networking)

Knowledge
(Servers)

Required
 College diploma or University degree

Desired
 Computer Science or
Information Systems

 Experience working in a Microsoft Windows
environment
 Experience in working on a Helpdesk (triaging calls
etc.)
 Delivering a customer focused service
 Experience in writing technical documentation and
knowledge base articles
 Knowledge of administering DNS, DHCP, Firewalls,
Site to Site VPN, IP routing, CAT6 cabling
 Administering Active directory in a multi-site
Enterprise
 Managing wireless infrastructure
 Experience in network monitoring
 Windows 2008/2012 systems management
 Management of Microsoft Exchange Server
 Management of Microsoft Sharepoint Server
 Management of Microsoft Lync

 Experience of an on-premise
migration to Office 365.

CONFIDENTIAL – Copyright © The Learning Clinic 2014

 Advanced wifi knowledge in
a large scale enterprise
deployment

 Knowledge of JIRA and
Confluence

Page 2

 Microsoft SQL Server database administration
 Experience in server and performance monitoring
 Experience in using tools/scripts to automate tasks
Knowledge
(Clients)

 Windows 7/8 administration
 Excellent knowledge of Microsoft Office
 Administering and securing iOS devices

Skills

 Excellent written and verbal communication skills

Attributes

 Technically orientated self-starter, able to make
progress with minimal supervision
 Friendly and people focused
 Passionate about delivering a service that exceeds
customer’s expectations
 Ability to work within a team environment
 Excellent attention to detail
 Able to prioritize and work within time scales in
order to meet deadlines
 Willing to work the extra mile when required

CONFIDENTIAL – Copyright © The Learning Clinic 2014

 Administering Samsung
Officeserv PABX across
multiple sites
 Ability to write SQL server
queries
 Experience working with
Apple MDMs
 Experience in supporting
home workers
 Good people management

Page 3


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