ICT Support Technician

The ICT Support Technician is the first point of contact for all technology issues. It has a critical role in the strategic development as Information Communication Technology underpins all aspects of services provided.

Operating at the front line of the ICT Service Desk, the post-holder provides timely, professional and empathetic support to clinical and non-clinical staff, ensuring that technology reliably underpins the delivery of patient care.

This is an outstanding opportunity for an ambitious professional with minimum 1-2 years of experience to build a career in ICT support within a value driven healthcare environment. The successful candidate will gain hands on experience with a broad range of industry-standard hardware, software, networking and audio-visual technologies, working alongside our highly skilled ICT team. The role combines reactive break/fix support with proactive maintenance, knowledge sharing and involvement in ICT projects, offering a clear pathway towards Level 2 support and specialist technical careers.

1. ICT Service Desk & End user support

· Act as the first point of contact for ICT 1st level support incidents and service requests, received via the helpdesk ticketing system, email, telephone, desk side and remote support channels.

· Log, categorise, prioritise and accurately document all tickets, ensuring service-level agreements (SLAs) and response targets are consistently met.

· Resolve level 1 incidents at point of contact where possible, and escalate unresolved or complex issues promptly to Level 2/3 support, specialist teams or third-party vendors.

· Provide clear, jargon-free communication and a strong customer-service experience to both internal and external users.

· Participate in ICT Department on-call rota

2. Technical Support & Troubleshooting

· Diagnose and troubleshoot hardware, software, operating-system and connectivity issues across physical and virtual client devices including desktops, laptops, mobile devices, printers and MFPs.

· Perform break/fix activities, hardware and software deployments, device imaging, data migration and basic network troubleshooting.

· Install, configure and maintain operating systems, standard application software, peripherals and endpoint security tooling to provide a stable, secure working environment.

· Assist users with account access, password resets, permissions and onboarding/offboarding requests in line with identity and access-management procedures.

3. Proactive Maintenance & Continuous Improvement

· Identify recurring patterns or trends that may indicate wider infrastructure or systemic problems and escalate to the relevant ICT personnel.

· Contribute to the development and maintenance of Service Desk processes, procedures and knowledgebase articles.

· Produce and maintain up to date user guides, FAQs and end user training materials to promote self service and digital confidence among staff.

4. Specialist & Project Support

· Support the latest audio-visual technologies across a busy education centre, conference rooms and meeting spaces.

· Support and deploy PABX and wired/wireless VOIP telephony devices, IPTV and other IP based entertainment devices.

· Gain exposure to current virtualisation technologies and supporting systems.

· Participate in ICT projects, rollouts and upgrades as they arise from time to time.

5. Documentation, Compliance & Quality Assurance

· Ensure all documentation pertaining to the hospital's ICT Support Service is in place and updated as required

· Ensure familiarity with and compliance with the hospital's quality, risk and audit policies

· Develop ICT-related audit practice and policies as per annual audit schedule

· Maintain standards of excellence in developing, implementing and supporting ICT solutions, policies and protocols

6. Education, Training & Professional Development

· Participate in the induction and training of newly appointed staff

· Monitor and keep up to date with developments in ICT practices and technologies

· Take responsibility for seeking out opportunities for professional development

Eligibility Criteria Qualifications and/ or experience

The candidate must, on the latest date for receiving completed application forms for the office:

• A minimum of 1-2 years' experience in a similar IT/ICT role.

• Candidates must possess the requisite knowledge and ability, including a high standard of suitability and administrative ability, for the proper discharge of the office.

• Excellent oral and written communication skills, including the ability to communicate effectively and diplomatically with a range of stakeholders

Post Desirable Requirements

It would be advantageous of the candidate can demonstrate experience or qualifications in one or more of the following areas:

· Familiarity/willingness to learn about VOIP/PABX telephony and other AV IP technologies.

· Cloud & virtualisation awareness of virtualisation concepts and cloud services (e.g. Microsoft 365, Azure) is advantageous.

· Familiarity with media streaming or television distribution technologies, including DVB standards or IPTV platforms would be an advantage

· Experience developing and supporting ICT solutions within healthcare education, clinical training, or patient care delivery environments

· Hold a Level 8 (or higher) Quality & Qualifications Ireland (QQI) major academic qualification in Information Communication Technology or associated field, or relevant/equivalent experience.

· Relevant industry certifications such as:

CompTIA A+ foundational hardware/software support certification.

CompTIA Network+ core networking

CompTIA Security+ core security functions

Azure Fundamentals (AZ-900) or Microsoft 365 (MS-900) cloud grounding.

ECDL or equivalent IT proficiency certification, or any other recognised IT technical certification.