Senior Technical Support Engineer
Band 6
Main area
IT Technical Support
Grade
Band 6
Contract
2 years (Fixed Term)
Hours
Full time - 37.5 hours per week
Job ref
287-CEF-209-25
Department name
LUH - 1 General Staffing (AFC posts)
Site
Liverpool Innovation Park
Town
Liverpool
Salary
£38,682 - £46,580 per annum
Salary period
Yearly
Closing
20/08/2025 23:59
Job Overview
This post is open to employees of the five LAASP organisations. As part of your application, you will be asked to confirm that you are a current employee of The Clatterbridge Centre, Liverpool Heart and Chest Hospital, Liverpool University Hospitals, Liverpool Women's Hospital or, The Walton Centre.
We are looking for two Senior Technical Support Engineers to join us for a fixed-term period with the option to extend further.
There are many exciting projects that we're involved with at the moment. Please get in touch if you are interested and would like more information.
Main duties of the job
To act as a senior member of the Technical Support Team, providing specialist 2nd and 3rd line support and resolving incidents that are often highly complex in nature across multiple disciplines. The aim of this role is to provide technical support for the devices and systems used by LUHFT, resolving incidents passed from 1st line support in order to maintain 'business as usual'. Where appropriate, involvement in project implementation will also be required.
Working for our organisation
Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.
The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.
The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.
It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.
To hear more about our achievements click here https://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf
Follow Us On Social Media
Facebook - Liverpool University Hospitals Careers
Instagram - @LUHFTcareers
Twitter - @LUHFTcareers
Detailed Job Description And Main Responsibilities
Manage and resolve primarily 3rd line incidents assigned to the Senior Technical Support Engineer by the Technical Support resolver group. These incidents, which are by definition highly complex and require specialist knowledge. This may require prolonged analysis and interpretation of highly complex system files and/or statistical reports, to determine the root cause and provide adequate steps to resolve the problem. May also be required to manage and resolve some 1st and 2nd line incidents.
Delegate incidents or work on incidents to other members of the Technical Support team.
Provide specialist advice to team members and other Digital Services staff.
Interpret and analyse complex technical data to produce reports for the Technical Support Team Leader.
Accurate, concise recording of Incident actions within the Service Management software.
Record appropriate resolution details in the service management software, selecting the relevant resolution categories
Assist in reactive and pro-active problem management activities as defined by the Problem Manager.
To be fully conversant with the Infrastructure and system management utilities. Performing advanced hardware support and troubleshooting where necessary.
Check/review virus signatures workstations and mobile devices, ensuring updates are being deployed as required.
As required, provide technical input into key projects and also manage internal Systems project work
Create, update and authorize technical procedures for use by members of the Digital support team and other IT Operations staff.
The post holder will be required to participate in an out of hours on-call rota, working autonomously to resolve all IT incidents critical to the PO functioning out of normal working hours. This may involve visits to all PO areas where IT is used, which includes but not limited to patient areas such as wards, labs, theatres, AED etc.
The post holder may be asked to deputise for the Technical Support Team Leader, attending meetings, producing reports etc. Be an escalation point for the Technical Support team, Network and Service Desk teams.
Technically Support all aspects of devices and also proactively under direction of the Technical Support Team Leader
Assume a technical lead role on short/long term wide projects. This involves communicating with and providing specialist technical advice to 3rd parties and departments. Also, devising a technical strategy and solution in conjunction with technical specialists as the project develops.
Attend meetings/project boards and provide technical advice relating to varying TS matters.
Identify working process/policy improvements and propose changes to the Technical Support Team Leader.
Raise and submit RFC's in accordance with the Change Management Process for all minor/major changes to PO IT systems. Also represent these changes at the Change Advisory Board and provide specialist advice on other changes to the members of the CAB.
Provide advice on the procurement of, and install, manage, maintain and configure the complete range of IT assets used with the PO including but not limited to PC, mobile device, remote access related hardware.
Frequent requirement to move and install heavy equipment in excess of 20kg
The ability to cope with occasional stressful or emotional conditions i.e. during periods of critical system hardware failure and DR situations.
In conjunction with the Technical Support Team Leader, be responsible for the patching and updating of all software running within the infrastructure. This involves critical & security updates and patches including service packs, ensuing all workstations are up to date and Trust infrastructures are protected. At times, advise the Desktop management on the scheduling of updates and ensuring these updates are fully tested, agreed and communicated before implementation.
Perform a Problem Analyst Role Including
- Analysis and reporting of incident trend data to identify and eliminate the root cause.
- Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT infrastructure.
- Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage the issue through to resolution.
- Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
- Facilitating and coordinating technical meetings
- In the absence of the Desktop Manager, lead the investigation into high impact incidents.
- Manage the root cause analysis between technical teams.
- Initiating actions to fix interruptions to service caused by errors/faults in the IT infrastructure.
- Production of statistics and reports to demonstrate performance of the problem management process.
Assume a technical role on short/long term wide projects. This involves communicating with and providing specialist technical advice to 3rd parties and departments. Also, devising a technical strategy and solution in conjunction with Technical Specialists as the project develops.
The post holder will be expected to respond to and resolve incidents and service requests within SLA defined timescales.
The post holder will be expected to contribute to the development and implementation of Key Performance Indicators and Critical Success Factors within the Directorate.
Committed to personal professional development and a willingness to undertake the full range of training required to perform the role, contributing fully to the PDR process.
To carry out any other duties appropriate to the grade as requested by the Technical Support Team Leader or Head of Service.
Person specification
Qualifications
Essential criteria
- Employee of LAASP organisation
- Degree or equivalent experience
Desirable criteria
- ITIL Foundation
- MCSE (Microsoft Certified Systems Engineer) or equivalent experience
Experience
Essential criteria
- Significant experience in an Technical Support 3 rd line support role
- Substantial experience of using Microsoft Office 365 applications, and ECDL qualified (or equivalent experience)
Desirable criteria
- Experience working in NHS IT Support team
Knowledge
Essential criteria
- Manage and participate in technical meetings, both internal and external
Skills
Essential criteria
- Ability to communicate and understand complex technical information
- Ability to explain technical issues in a non technical and non threatening way to users.
Other
Essential criteria
- Ability to work unsupervised, able to manage own time and workload.
- Problem solving, logical troubleshooting and analytical skills
Please ensure you check the email account (including junk/spam boxes) from which you apply regularly as we will use this to contact you regarding your application.
Posts advertised to 'internal staff' are open to employees of hospitals within University Hospitals of Liverpool Group and you should confirm your employment within your application form.
Note: Under current Home Office Immigration Rules we are currently unable to offer right to work visa sponsorship for Band 2 and 3 roles with a salary of less than £25,000 pa as they do not meet the UK Visas & Immigration criteria.
Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview.
We reserve the right to close any vacancies from further applications when we have received a minimum number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.
Candidates applying for the role of Healthcare Assistant on the staff bank should note that due to the nature of the role, workers must be aged 18 or above when commencing in post. Applicants are therefore welcome from those aged over 18 or within 3 months' of their 18^th birthday.
The Trust is committed to promoting a healthy work-life balance and achieve fair, equitable and consistent practice. We welcome flexible working requests and will consider a variety of flexible working arrangements from day one of your employment. Not all roles are suitable for every flexible working opportunity all of the time. Flexible working options may include reduced hours, compressed hours, fixed shifts, time back in lieu and home working.
The Trust is committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We encourage applicants from the following groups that are currently under-represented in our workforce black, Asian and minority ethnic, lesbian, gay, bisexual and Transgender (LGBTQ+), disabled, male and age 16-24.
Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction following start in post. The amount of £23 (standard disclosure) or £43 (enhanced disclosure) will be deducted from salary, in manageable monthly instalments for up to 3 months following commencement of employment. Bank posts require upfront payment. DBS applications submitted from 2nd December will be subject to the new DBS fee of £26.50 (standard) and £54.50 (Enhanced).
From April 2017, Skilled visa applicants and their adult dependant(s) will be required to provide a criminal record certificate from each country they have lived in consecutively for 12 months or more in the past ten years.
Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa.
This organisation has a zero-tolerance approach to the abuse of children, young people and vulnerable adults. All staff must ensure they adhere to the organisations safeguarding children and adults' policy and comply with the Local Safeguarding Children and Adult Board procedures.
Staff should be mindful of their responsibility to safeguard children and adults in any activity performed on behalf of the organisation in line with the requirements of statutory guidance and legislation.
All employees (and volunteers)are expected maintain their safeguarding knowledge and skills by completing mandatory safeguarding training which includes understanding and recognising the signs of abuse and neglect and taking appropriate action.
As an organisation, we have adopted the Merseyside Domestic abuse workplace scheme which supports our staff who are experiencing Domestic Abuse /any forms of sexual violence.
If you have any personal requirements that will enable you to participate in our recruitment process please contact a member of the Recruitment Services by phone on 0151 706 4666 at the earliest opportunity to ensure that measures can be put in place to enable your application for this post.
Please note: new entrants to the NHS will commence on the first pay point of the relevant band.
Employer certification / accreditation badges
Application numbers
This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.
LNKD1_UKTJ