196058 Endpoint Engineer

To provide comprehensive 2nd line technical support for all desktop computer systems and related peripherals within NHS Fife, participating in the on-call rota if required in order to provide the relevant desktop support required by the organisation.

2nd line technical support involves resolving IT incidents and implementing IT changes across NHS Fife and GP Practices, following agreed procedures to agreed timescales. The Desktop team is supported by other Internal support teams, the Endpoint Manager and via external suppliers utilising support contracts.

You will be frequently the first point of contact for enquiries and will determine the extent to which they are authorised to give advice.

Much of the work is governed by set procedures and standards and thus the potholder is free to make appropriate decisions within the procedures set, like deciding the technique or method to be used to resolve an incident in the quickest way and minimising the impact but always within the boundaries of the freedom allowed by the specific operational processes and procedures applicable.

You will suggest ways to resolve incidents and implement desktop changes in a better way (quicker and minimising the impact) by drafting procedures within the remit of the role, subject to further review and approval by colleagues and the Team Leader.

You will assess the impact and urgency of incidents and changes assigned to him/her and escalate it if required (functional and hierarchical).

You will assess the risk involved when performing technical interventions on desktop hardware and software (i.e. data loss).

Unless the Endpoint Manager assigns work in a different way, DSAs arrange their own daily schedule for attending calls/service requests based on agreed resolution times and efficiency criteria.

NHS Fife is legally obliged to ensure all its employees are legally entitled to work in the United Kingdom. If you are not a United Kingdom (UK) or Irish National, you are required to confirm your right to work in your application.