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

• 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.

• 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.

• 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.

• 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

• 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

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 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.

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