Senior Digital Support Engineer - North West Ambulance Service
We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.
The Trust is currently under-represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to provide the right care, at the right time, in the right place; every time.
The Trust reserves the right to close this vacancy early if a large number of applications are received.
Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion.When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.
We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.
Job overview
An exciting opportunity has arisen for Senior Digital Support Engineer within the Digital Support team based in our Broughton HQ site, Preston.
Having experience of a fast-paced Service Desk environment, you will be part of a team assisting in the provision, maintenance and development of a comprehensive ICT Service Desk under the guidance of the Digital Support Manager in order to support departmental objectives.
You will support the Digital Support Manager by acting as Incident Manager when required to ensure that workload is assigned to the team efficiently and incidents are escalated to other ICT functional teams appropriately.
The successful applicant for this role will oversee the management of our knowledge database and conduct regular reviews and audits to ensure all information is relevant and up to date for both customer facing and internal support and procedures.Along with being an escalation point for the Service Desk and providing support and guidance to Digital Support Engineers and Digital Customer Service colleagues.
Hardware life cycle management is an important function of the service desk and this role will be responsible for end user desktop provision, working closely with key stakeholders and other functional terms within ICT to ensure this is delivered.
Main duties of the job
The post holder will be required to work with other functional teams regularly, attending NWAS sites over a wide geographical area to resolve incidents and attend meetings using Trust owned pool cars. You will be responsible for producing and reviewing procedures relating to NWAS ICT Systems and for overseeing the maintenance and management of a comprehensive customer facing knowledgebase.
You will need to ensure the propagation of your technical skills and knowledge to all members of the team to build adequate resilience within the ICT Service Desk team.
You will need to be comfortable working under your own initiative, have excellent organisational skills and a flexible approach to work. Excellent verbal and written communication skills are essential for this post together with the ability to work to tight deadlines.
Working for our organisation
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Detailed job description and main responsibilities
Please ensure you have read the full Job Description and Person Specification before applying for this role.
Person specification
Qualifications
Essential criteria- Educated to degree level in relevant area or equivalent industrial based qualifications such as MCSE/CCNA or equivalent appropriate professional experience supporting a complex infrastructure.
- Well proven practical experience of delivering IT services in an integrated Microsoft environment including Windows Server, Windows client, Exchange and Office.
- Experience in the use of IT in a knowledge-based organisation and in cross-team working.
- Experience of working with third parties, including outsource providers, to deliver quality IT services
- Proven working knowledge of Active Directory
- Experience in VMWare VSphere and VMWare VDi is desirable.
Skills
Essential criteria- Ability to maintain confidentiality and deal with situations in a sensitive manner
- Able to communicate across wide demographic boundaries in an appropriate manner
- Respects and applies patient confidentiality at all times
- Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols
- Good understanding of the need for and value of systems and procedures and how to implement these effectively in a highpressure environment while maintaining an effective overview of potential technical risks before they become issues.
- Develops and communicates a clear sense of direction keeping business focus in mind. Makes recommendations for the sake of the business not for the sake of new technologies.
- Builds relationships and trust with ‘customers’, colleagues and suppliers in order to ensure quality services are delivered and maintained.
- Strong management, motivational and leadership skills
Knowledge
Essential criteria- Proven experience in a minimum of 8 of the following technologies:
- Windows 2012/2016 server
- Windows 10 Client Active Directory Services IIS6/7 Server Proxy Servers SQL 2012/2016 Server MS Office 365 Industry-standard anti-virus Enterprise Solutions TCP/IP NAS/SAN Storage technologies LAN/WAN technologies
- Experience of: PowerBI SCCM Microsoft InTune Producing meaningful reports Understanding of KPI’s & metrics CISCO Switches/Routers TCP/IP Industry-standard firewall technologies HTML/ASP/XML SMTP/E-Mail gateway security and management solutions VMWare
Personal Attributes
Essential criteria- Good understanding of the need for and value of systems and procedures and how to implement these effectively in a highpressure environment while maintaining an effective overview of potential technical risks before they become issues.
- Develops and communicates a clear sense of direction keeping business focus in mind. Makes recommendations for the sake of the business not for the sake of new technologies.
- Builds relationships and trust with ‘customers’, colleagues and suppliers in order to ensure quality services are delivered and maintained
- Prioritises work of self and others
- Plans ahead for short, medium and long term
- Monitors own performance against key performance indicators.
- Handles many issues simultaneously.
- Ensures information systems support organisational priorities
- Analyses and interprets complex data and makes medium to long term decisions
- Works hard and achieves personal targets.
- Focuses on the task and is not deterred by minor setbacks.
- Looks for opportunities for self- development wherever possible
- Not deterred even by apparently serious difficulties
- Applies new concepts where solutions do not already exist
- Identifies when changes are needed and Implements change, selling the benefits
- Looks outside own area when suggesting new ways of working
- Looks at situations with a whole organisation perspective.
- Demonstrates a positive customer attitude on the telephone, in writing and face-to-face
- Tries to improve the commercial effectiveness of own area
- Regularly works as part of cross-Directorate teams
- Has expert knowledge of best practice in own field.
- Ability to travel between sites across Cheshire and Merseyside, Cumbria and Lancashire and Greater Manchester on a regular basis
- Be part of an on call team covering critical systems out of hours. Ability to respond to ICT on call incidents in a timely manner and travel to key sites to resolve issues.
Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.
Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.
Right to work - You will be required to provide a valid right to work in the UK document. North West Ambulance Service NHS Trust are currently able to provide sponsorship for roles that identified under the Health and Care visa, further information on this can be found here Health and Care Worker visa: Your job - GOV.UK (www.gov.uk)
Reference checks - This will cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made.Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations.
Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.
DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.
Occupational Health - You will require satisfactory medical clearance.
Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.
From 1^st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours for all appointments that commence in post from this date (except secondments).
If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.