IT Support Engineer

Extraordinary People, Exceptional Care

Are you an experienced IT Support Engineer, looking for a new opportunity with one of the leading and growing care home companies, specialising in dementia care? If so, continue reading as we may have the role for you.

Despite already being a market leader in our use of technology, we recognise the importance of continued investment in systems and infrastructure. We want an IT support engineer who is passionate about providing exceptional system and hardware support to our c.1500 employees. In addition to the opportunity to contribute to our significant upgrade project, the role will assist with computer equipment and installation, maintain our infrastructure networks and provide effective application support.  We operate a hybrid working model, with the opportunity to work from a combination of our head office in Harrogate, on site in one of our care homes and at home.

Orchard Care Homes has been providing care for older people for over 15 years. We are committed to being at the heart of the local community and delivering the same level of care that we would all wish for our loved ones.  We are sector leaders in the quality of care that we provide, with all of our 23 care homes being rated good by the Care Quality Commision.  We have also been recognised for the quality of training and development provided to our staff team, our innovative approach to specialist dementia care and are the current holders of the prestigious Laing Buisson national award for Excellence in Large Residential Care.  We are not satisfied though, we're increasing the number of homes we operate and want to continue to ensure that the people living in our care homes live the best life that they can.

Key responsibilities

• Supporting the PC’s and associated IT peripherals at the Orchard Care Homes and offices with prompt problem resolution and timely follow up
• Maintain a working knowledge base of faults and resolutions using helpdesk software
• Act as primary contact for 1st/2nd line issue resolution 4. Build and configure computers, tablets & phones as required
• Manage new starter/leaver requests; onboard new users as required
• Escalating all faults to the IT Manager in the event of any significant down time
• Collaborating as part of internal team support, troubleshoot and repair Orchard IT equipment and networks
• Day to day support of central infrastructure including Servers, Backups, Storage and Networking
• Proactively support business critical systems/applications. 
• Works closely with Head of IT and IT Manager in the delivery of new projects and technologies

To be Successful in this role you will be able to demonstrate:

• Bachelor's or Master's degree in Information Technology, Computer Science, or a related field desirable but not essential. If no degree held, relevant IT qualifications will be required
• Strong team work skills and team awareness
• Strong problem-solving skills
• Good administration and organisational skills
• Self-motivated and can-do attitude
• Demonstrate first-class verbal and written communication skills with the ability to engage with employees at all levels
• Professional, confident and warm personality
• Reliable and punctual
• Requirement for occasional travel to Orchard’s Care Homes, work out of hours as and when required to support the business
• DBS check required

Required/Desired Experience/Skills

• Experience of working in a Service Management / Helpdesk environment
• Minimum 3 days in the office 
• Must have valid UK driving license with own transport
• Technical working knowledge of Microsoft Windows & Windows Server, Active Directory, and Group Policy
• Knowledge of SQL desirable
• Technical working knowledge of Microsoft 365 Admin, Microsoft O365 and Microsoft Azure/Entra
• Technical working knowledge of networking including Firewalls/Routers, WAN and VPN’s desirable
• Working knowledge of VMWare desirable
• Working knowledge of Unifi networks desirable

Benefits:

• Access to Company supported pension scheme, with contributions by salary exchange.
• Access to Blue Light Discount Card.
• Excellent training and progression opportunities, from day one, with career pathways to enable you to grow and develop.
• Recognition schemes, such as ‘Making a Difference’ and an annual awards ceremony, recognising our dedicated staff team.
• Access to our 24/7 Employee Support Hub offering confidential support on personal and professional issues.