Job Title                         Technical Support Engineer

Department                     IT Department

Accountable                    CIO

Hours                              37 hours per week

Duration                          Full Time

Role Summary

Blackrock Health's IT teams support critical applications and infrastructure in modern hi-tech hospitals across Dublin.

The role is to provide third level support to Blackrock Health staff and coordinate with third party suppliers. You will be involved in both day-to-day IT support as well as contributing to critical IT projects across Blackrock Health.

The role at Blackrock Health will work with the existing 3^rd Line Operations and Infrastructure development team to manage, maintain, troubleshoot, support, design, develop and deploy server, storage and other infrastructure across an extensive network.

This role is primarily based in Hermitage clinic.

Main Activities and Responsibilities

1. Advanced Technical Support: Provide expert-level technical support and guidance to end-users, resolving complex incidents, service requests, and problems related to hardware, software, applications, network infrastructure, and system integrations. Employ advanced troubleshooting techniques and methodologies to identify root causes and implement effective solutions.
2. Incident and Problem Management: Take ownership of escalated incidents and problems, ensuring their timely resolution and minimizing the impact on end-users. Collaborate with other IT teams, vendors, and stakeholders to coordinate efforts and achieve speedy and satisfactory resolutions. Conduct thorough investigations and root cause analyses to identify underlying problems and recommend preventive measures.
3. Change and Release Management: Assess, review, and provide input on proposed changes and releases that may impact IT systems and services. Participate in change management processes, including testing, implementation, and post-implementation validation. Ensure that changes are documented, communicated, and executed in compliance with established policies and procedures.
4. Continuous Improvement: Proactively identify opportunities to enhance IT service delivery, streamline processes, and improve system performance. Recommend and implement innovative solutions, automation, and best practices to optimize operational efficiency and maximize customer satisfaction.
5. Knowledge Transfer and Mentoring: Share your expertise and technical knowledge with Level 1 and Level 2 Service Desk analysts, providing guidance, training, and mentoring. Promote knowledge sharing initiatives, contribute to the development of knowledge bases, and support the creation of self-help resources for end-users.
6. Collaboration and Communication: Collaborate closely with other IT teams, vendors, and stakeholders to ensure effective communication, knowledge sharing, and coordination of efforts. Participate in cross-functional projects and initiatives, providing technical expertise and contributing to the overall success of IT service delivery.
7. Documentation and Reporting: Document all support activities, troubleshooting steps, solutions, and relevant information in incident and problem management systems. Generate reports on incident trends, problem resolution, and performance metrics to assess service desk effectiveness and identify areas for improvement.
8. Technical Expertise and Professional Development: Stay up-to-date with emerging technologies, industry trends, and best practices through continuous learning, certifications, and participation in relevant training programs. Continuously expand your technical knowledge and skills to remain at the forefront of IT support excellence.

The Position Requires:

      Extensive knowledge of IT systems, infrastructure and technologies including hardware, software, Operating systems, databases and security

      Advanced Technical knowledge of Microsoft Windows Desktop, Office and Server environments

      Technical knowledge of VMWare environments

      Microsoft Windows Server 2003 -2025 (essential)

      Microsoft desktop OS 7-Windows 11 Professional (essential)

      MS Active Directory, DNS and DHCP (essential)

      Microsoft Exchange 2010 - SE (desirable)

      SCCM - Practical experience around developing Images on SCCM. (essential)

      Office 365/Azure/Hybrid (desirable)

      Practical AWS skills around infrastructure and security (desirable)

      Server Virtualization (VMware) (essential)

      LAN/VLAN/WAN (routers, switches, Wi-Fi, firewall, micro-segmentation)

      Communications (VOIP, Leased Lines) (desirable)

      Dell Server and Switching Hardware (essential)

      Storage infrastructures VSAN, NAS, DAS (essential)

      Backup and DR technologies

      IT Security including data loss prevention, encryption, anti-virus, Unified Threat Management, 2FA

      Strong expertise in incident and problem management processes and tools.

      Strong technical aptitude and knowledge of IT service management principles, incident management, and ticketing systems.

      Excellent customer service skills with a focus on problem-solving and conflict resolution.

      Demonstrated ability to lead, motivate, and develop a team.

      Strong communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.

      Analytical mindset with the ability to interpret data and metrics to drive improvements

      Experience with remote support tools and knowledge base systems is preferred

      Flexibility to work on call and adapt to changing business needs

      Understanding and experience of IT support in a Healthcare environment is a major plus

Qualifications:

      A minimum of 5-10 years' experience in providing 3rd Leve or final tier l IT support and managing infrastructure environments.

      Relevant 3^rd Level IT qualification. 

      Certifications such as ITIL Foundation, Microsoft Certified Solutions Expert (MCSE) or relevant vendor-specific certifications are advantageous

General Expectations

      To support the philosophy and goals of Blackrock Health.

      To observe the appropriate lines of authority.

      To maintain confidentiality regarding all patients and the activities of Blackrock Health.

      To demonstrate flexibility by assisting in all areas of the Hospital as required.

To assist in the orientation of new staff and continue to develop personal knowledge and skills and seek outside educational opportunities where appropriate.