ICT Technical Support Specialist

ICT Technical Support Specialist

Are you an experienced technical support specialist looking for a new opportunity?

Do you have experience resolving complex technology issues?

Are you passionate about technology and sharing your knowledge?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank.  NHS 24 supports hybrid working, and this post can be based within any NHS 24 regional centres.  The successful candidate must be within commuting distance to a regional centre to attend if required and must also be able to travel to other regional centres when requested to attend meetings, undertake training and any other activities.

The Role

The ICT Technical Support Specialist will provide specialist technical support to the NHS 24 organisation for Telephony and Contact Centre solutions, Intelligent Networks, Mobile device management and user systems and applications.

Alongside assisting the ICT Technical Support Manager to implement change with design input to shape and maintain the technology systems and applications utilised by NHS 24 through the provision of specialist project tasks.

While maintaining and enhancing the reliable and efficient running of the NHS 24 technology platforms which support a wide variety of NHS 24 services most of which must be available 24/7.

Key Responsibilities

• Provide assistance and support to the ICT Technical Support Manager, which contributes to the development of future technology solutions and strategies, which enhance and improve operational capability and continuity of NHS 24 services.
• Manage suppliers and internal teams to resolve complex technology issues and to provide regular updates and communications to all levels of technical competence across the NHS 24 organisation.
• Provide the NHS 24 operation with the relevant in-house technical and engineering skills in relation to all NHS 24 services, applications and infrastructure to ensure timely resolution to any technology related issues or problems.
• Provide clarity with concise explanation at an appropriate level of detail in relation to specific elements of the NHS 24 Services & applications to other directorates which helps to promote better understanding of technology related products, services and issues.
• Provide subject matter expertise in relation to specific elements of the NHS 24 technology solution to various projects and initiatives across the organisation including change/Technical advisory boards/groups.

Successful Applicant will:

• Hold a formal qualification in Engineering at Degree Level or equivalent industry experience in technical support.
• Have excellent working knowledge providing technical support for Contact Centre solutions, Intelligent Networks, Active Directory, Mobile device management, PC builds, Vulnerability management, MS Exchange & Microsoft 365 products.
• Possess extensive experience in a technical role, within a substantial Contact centre environment.
• Be highly motivated, flexible and an excellent team player.

Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 7 with a salary ranging from £48,788 to £56,747 Per Annum (pro rata if applicable). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application. 

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team.  As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.

We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce.  We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.