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.
