IT Duty Engineer

• Salary: Competitive 
• Location: HQ Waterloo, London - travel required
• Job Type: Full-time
• Hours: Full-time - 37.5 hours per week (Shift rota pattern: Average 37.5 hrs a week between 0730 - 2000 hrs Mon - Fri, 0900 - 1700 Sat - Sun and Bank Holidays) 

A new exciting opportunity has become available for a leading UK emergency service organisation who are looking for an experienced IT Duty Engineer to provide essential 24/7 technical support to emergency trusts 999 control rooms. You will ensure the continuous operation of critical systems, offering initial response, triage, and support for technical issues, and managing incidents effectively.

Day-to-day of the role:

• Provide a 24-hour IT response to control rooms/operations to mitigate events impacting operational functions or patient safety.
• Act as the first point of contact for technical escalations and updates, including critical system failures in 999 and control rooms.
• Carry out initial root-cause analysis, risk assessment, and action plans in collaboration with operations managers to minimise technical fault impacts.
• Investigate and resolve IT technical issues or liaise with technical teams for specific expertise.
• Support control room management during critical IT faults and implement contingency plans to minimise disruptions.
• Provide support to Specialist Operations Centre staff during major incidents, collaborating with technical teams for a coordinated response.
• Participate in discussions with senior management and technical staff to explore solutions, managing processes in accordance with ITIL Best Practice Framework.
• Manage high-stress situations effectively, handling multiple issues and frequent interruptions.

Required Skills & Qualifications:

• Educated to degree level in IT related subject or equivalent experience.
• Professional IT qualifications (e.g., Microsoft Certified Professional / MCSE) or ability to obtain qualification.
• ITIL Foundation level qualified or ability to obtain qualification.
• Demonstrable IT support experience in a user/customer support environment.
• Experience of handling and exchanging equipment and liaising with suppliers.
• Experience of troubleshooting hardware and software faults (PCs and peripherals).
• Proficient with Microsoft Office Suite – 2007-2013.
• In-depth knowledge of Microsoft Operating systems including Windows XP/7/10.
• Excellent written and oral communication skills including the ability to record information accurately and efficiently direct from customers by telephone and from email.
• Cisco IP Phone account management.

Benefits:

• Competitive salary 
• Opportunities for professional development.
• Supportive team environment.

To apply for the IT Duty Engineer position, please submit your CV to be considered immediately.