Technical Support Analyst Band 6

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.

Location: Norwich (Hybrid working included)

Job Type: Temporary 

Duration of booking: Expected to last 3 months with possible extension

Proposed start date: ASAP

Pay Rates: £22 per hour PAYE inclusive of holiday pay (via Direct engagement)

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am – 5pm 

Sector: Healthcare 

Based: Office / Hospital 

Key Responsibilities (what the role involves)

A 3rd-line infra engineer in the NHS is expected to:

• Provide advanced technical support (3rd line) for infrastructure: servers, networks, storage, virtualisation, telephony, etc. 

• Be involved in incident, problem & change management. Investigate root causes of recurring issues. 

• Participate in or lead infrastructure projects: upgrades, migrations, deployments, transformation programmes (e.g. cloud, digital transformation) 

• Maintain and configure infrastructure components: virtualisation (VMware, Hyper-V, etc.), servers (Windows, Linux), network hardware (routers, switches, firewalls), telephony systems, wireless networks. 

• Ensure infrastructure meets security, availability, capacity, business continuity & disaster recovery expectations. 

• Produce and maintain technical documentation: architecture diagrams, configuration guides, runbooks, change plans. 

• Work under or contribute to Service Management frameworks (ITIL etc.): managing changes, adherence to SLAs, reporting, etc. 

• Liaise with stakeholders (both technical & non-technical), possibly manage or mentor more junior staff. 

Typical Skills & Technical Requirements

• Certifications / Qualifications          Degree in computing / IT or equivalent relevant technical experience; relevant vendor or professional certifications 

                (e.g. Microsoft, Cisco, VMware, etc.); ITIL Foundation / Service Management qualification. 

• Experience  >  Several years (often 3-5+) in infrastructure/systems experience in large, complex organisations; exposure to infrastructure project delivery; handling enterprise systems. 

• Server / Virtualisation > Strong experience with Windows Server (newer versions), possibly Linux; virtualisation platforms such as VMware, Hyper-V; managing physical server hardware. 

• Storage / Backup SAN/NAS storage solutions; backup and disaster recovery technologies (e.g. Veeam or equivalent); understanding of capacity planning. 

• Cloud / Hybrid / Modern Infra > Experience or at least exposure to cloud services (public/private), hybrid infrastructure, infrastructure lifecycles; scripting / automation (PowerShell, Terraform, etc.) is often desirable. 

• Security & Compliance > Understanding of cyber security principles, secure configurations, compliance (e.g. NHS / government standards), maybe data protection.