JOB DESCRIPTION
Job Title
IT Technician
Directorate and
/ or Dept
Quality and
Performance / ICT
Pay / Band
STP2 - £22,734.35 pa.
plus £5k pa for OOH IT
Support
Type of Contract
Direct Line Manager:
Key Account
Manager:
Qualifications:
Computer Skills:
Key Working 
Relationships
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Employing
Devon Doctors
Organisation
Manaton Court Exeter
Location
/ Cudmore House Truro
Hours / Days 40 hours per week
Permanent
IT Manager
Director of Quality and Performance
Education in computer science or equivalent vocational
qualification or relevant experience
MS Office, Windows Server, TCP/IP Networks, Citrix
Managers and Staff at all levels and locations within the Devon
Doctors Group
GPs and Allied Health Professionals within the Devon Doctors Group.
Local Health and Social Care Providers
Stakeholders and IT Leads of commissioning and provider health and
social care organisations
Third party and supplier organisations
IM&T Team
Business Analysis/Informatics Team
Job Summary:
Reporting to the IT Manager, the post holder will provide Technical Support for all aspects
of ICT across the Devon Doctors Group. The post holder will join a pro-active team in the
deployment, monitoring, maintenance, development, upgrades, and support of all ICT
systems. This is a great opportunity for Technicians looking to break free of service desk
chained roles and experience IT Support in a true 24/7 Business with a variety of equipment
and technologies.
The post involves a role in the IT on-call rota which requires availability for Second Line IT
support. This is for urgent issues that cannot wait until the next working day.
The Post holder will have the ability to work from a main location of Exeter or Truro but will
need to attend the alternate location on a regular basis. There will be times, dependant on
the needs of the services, to attend premises from which the organisation operates across
the physical boundaries of the services we provide.
Page 1 of 6
Devon Doctors Group consists of Devon Doctors Ltd / Cornwall Health Ltd / Access Dental Ltd and Access Health Care Ltd
IT Technician – November 2015
Key Responsibility Areas
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Manage & respond to support calls logged via the helpdesk / telephone / face to face
customers. Assist remotely or physically where required.
Work on the deployment, monitoring, maintenance, development, and support of all
current and future ICT systems, including servers, PCs, operating systems,
databases, telephones, software applications, peripherals etc.
Manage & Maintain the Physical and Virtual backup infrastructure
Diagnose & Maintain the working infrastructure of main sites and remote sites where
required, including patching, cable runs, network socket terminations.
Manage workload effectively, and prioritise key work tasks to ensure patient safety is
paramount.
Work to, and aid development of standard operating procedures and best practices,
including providing written protocols and guidance to IT staff and to end-users.
Ensure the creation and maintenance of all written documentation, including system
and user manuals, license agreements, and documentation of modifications and
upgrades is completed in a timely manner.
Keep current with the latest technologies, and work with the IT Manager to
determine what new technology solutions and implementations will meet business
and system requirements.
Work collaboratively with others to ensure communication of performance reaches
all staff, working with all teams to address any variations in best practice and
cascade learning.
Maintain integrity and availability of databases and data. Manage systems resilience.
Participate in the Second Line ‘Out Of Hours’ IT support staff On-Call rota as
required.
Abide by the National Health Service (NHS) Code of Conduct for Staff, and Devon
Doctors Group Policies.
Perform any other duties and take responsibility for issues outside of immediate
sphere of responsibility as may be reasonably required. This job description is
intended as a basic guide to the responsibilities of the role and is not exhaustive.
The post holder may be asked to undertake duties that are in line with the level of
the role.
Any other reasonable duties as requested by a manager within the Devon Doctors
Group
Organisational Responsibilities:
 The post holder must report any incidences of safety breaches, including but
not limited to accidents, complaints and defects in equipment.
 Troubleshoot simple computer problems and initiate repair or recovery.
 To ensure familiarisation with disaster recovery and emergency procedures
 Complete all paperwork and maintain administrative systems appropriate to
Company needs.
 Provide assistance to colleagues ensuring smooth operations and to provide
effective responses to both individual and group needs.
 Adherence to all protocols, policies and guidelines in line with Company
requirements.
 The post holder must maintain a safe environment, taking care to avoid
injuries and assist the company in meeting statutory requirements.
 Undertake all mandatory training and other training as required by the
Employing Organisation and / or Line Manager.
 Attend Staff meetings, check e-mails regularly and read all communications
from the organisation in order to keep up-to-date with operational practices.
 Wear Identification Badges when on duty / carrying out duties on behalf of
the organisation.
 Where supplied, wear the organisational uniform when undertaking duties on
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Devon Doctors Group consists of Devon Doctors Ltd / Cornwall Health Ltd / Access Dental Ltd and Access Health Care Ltd
IT Technician – November 2015
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behalf of the organisation. Where uniform is not supplied, adhere to the
organisational Dress Code.
Be conversant with local and organisational regulations and Health and
Safety responsibilities.
To conform to and actively commit to and promote Devon Doctors Group
Customer Service Standards both with internal and external stakeholders.
Apply infection control measures within the organisation according to local
and national guidelines and Standard Operating Procedures
Abide by the NHS Code of Conduct
There must be compliance with all policies, protocols, procedures and
specific training on:
o The safeguarding of children and vulnerable adults.
o Infection prevention and control.
o Equality and diversity.
o Health and safety.
o Information Governance.
Information Governance
Data Protection Act 1998
All staff are under a personal and legal obligation to comply with information
governance requirements. These include statutory responsibilities (such as
compliance with the Data Protection Act 1998), following national guidance
(such as the NHS Confidentiality Code of Practice) and compliance with local
policies and procedures. Staff must also comply with the Caldicott Principles
and common law duty of confidence.
Staff are responsible for any personal and commercially sensitive or
confidential information, belonging to individuals including patients, and must
ensure it is processed in a secure and appropriate manner. Failure of any
staff member, contractor or third party to adhere to this instruction can be
regarded as serious misconduct and may lead to disciplinary action in
accordance with our HR policies/procedures and any relevant criminal
legislation. Where the incident is serious, this may result in dismissal.
Confidentiality
You will process personal details and information relating to patients, staff,
visitors and other individuals. This information is highly confidential and must
not be discussed or divulged to any unauthorised person or in an
unauthorised way. You are required at all times to comply with our rules,
policies and procedures including guidance contained in any staff
handbook(s). From time to time the company will exercise the right to change
or update existing these documents and introduce new ones. Any breach of
confidentiality could result in disciplinary action, including dismissal.
Other terms and conditions of your employment are detailed in our
organisational policies that are available to all staff on SharePoint. These
include our remote access and off-site working policies, code of conduct, IG
and IT policies. All staff are responsible for adhering to our policies and
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Devon Doctors Group consists of Devon Doctors Ltd / Cornwall Health Ltd / Access Dental Ltd and Access Health Care Ltd
IT Technician – November 2015
procedures at all times. This includes taking appropriate measures to comply
and enforce our expected standards in information sharing, records
management and information quality.
This is an outline of the Job Description and may be subject to change
depending on the needs of the service, in consultation with the post
holder.
Does this post requires a Disclosure and Barring Service (DBS) Check?
No
Does this post require Occupational Health Clearance? Yes
Signature (Employer)
Name Printed
Date
Signature (Employee)
Name Printed
Date
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Devon Doctors Group consists of Devon Doctors Ltd / Cornwall Health Ltd / Access Dental Ltd and Access Health Care Ltd
IT Technician – November 2015
PERSON SPECIFICATION
IT Technician
Factor
Qualification
Knowledge
Essential
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Desirable
Education in computer science or equivalent
vocational qualification or relevant
experience
Full driving licence
Extensive knowledge of a range of ICT
solutions
Wide range of Microsoft Product Suite
knowledge
Windows Desktop environments
Windows Server 2000 and up
Active Directory, Group Policy, and
Exchange, File Server Roles
Image capturing & deployment, including
Windows Deployment Services
Virtual and physical server environments
Software Deployment and scripting
LAN, WAN, TCP/IP Networks, including
routing, firewalls, VPNs
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Experience
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Communication
& skills
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Personal
Attributes &
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Working on IT projects and implementation
Delivery and Maintenance of high availability
systems
Managing and maintaining a range of
hardware and software systems
Multi-agency working to deliver joint projects
Delivering within tight deadlines
Supporting laptops, desktops & remote users
Implementation of Enterprise Solutions into
Small/Medium Business environments
Excellent verbal and written communication
skills
Ability to communicate at all levels
Ability to work autonomously or as part of an
integrated team
Ability to work under pressure and manage
priorities appropriately whilst managing
business risk
Excellent planning skills and ability to work to
specific timescales
Positive attitude to learning and development
which will be demonstrated by an up to date
record of continuing professional
development
Patient focused
Flexible
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MCP or similar
Professional
Certification
ITIL
VOIP Telephony
VMWare
Veeam
Citrix
MPLS leased lines
N3 & NHS Networks
Sharepoint
maintenance or
development
Web development
SQL server
SAN infrastructure
HP / Cisco / Juniper
& SonicWALL
Technologies
Clinical System
Software
Working within an
NHS organisation
Managing service
desk and support
tickets
Working out of hours
or in a 24/7
environment
Managing assets
and asset databases
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Devon Doctors Group consists of Devon Doctors Ltd / Cornwall Health Ltd / Access Dental Ltd and Access Health Care Ltd
IT Technician – November 2015
Abilities
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Positive & professional manner
Available physical effort for periodic times of
install/movement of bulky equipment.
Strong analytical skills with the ability to
identify problems and develop solutions
Approachable and encourages effective
communication and listening with colleagues
at all levels
Actively encourages a culture of openness
and trust
Takes ownership and displays commitment
Strives to achieve targets and goals as well
as demonstrating resilience to difficulties
Ability to maintain a positive attitude to work
demands
Ability to influence, persuade and negotiate
at all levels
Page 6 of 6
Devon Doctors Group consists of Devon Doctors Ltd / Cornwall Health Ltd / Access Dental Ltd and Access Health Care Ltd
IT Technician – November 2015