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3rd Line Support Engineer (Business & Critical Systems)

North West Ambulance Service NHS Trust
Trust Wide
£35,392 to £42,618 Per annum
Closing date
17 May 2024

View more

Other Health Profession
Band 6
Contract Type
Full Time
An exciting opportunity has arisen for Technical Support Specialist / 3rd line Business Systems Support Engineer within the Business Systems team at North West Ambulance Service NHS Trust. The trust have recently undertaken a bold strategy to level up and create the conditions for innovation and improvement that have enabled digital transformation at pace. Our strategy set out a clear vision to maximise technology in a way that was exciting and our focus is on staff and patients.

Our engineers receive the best training available to ensure we continue to lead innovation at the trust and with our partner trusts on national projects. We continue to invest in our staff and explore new and emerging technologies to complement the services we offer, AI and Machine Learning and Drone technology being recent examples.

Having experience of working within the business systems and cloud services environment, you will be responsible for deploying and assisting with the smooth day-to-day running of all IT systems. We are currently working directly with the Azure team at Microsoft to enable services to be securely delivered via Azure Services.

Main duties of the job

This role is responsible for delivering the projects to implement new business systems solutions which meet the needs of our changing digital landscape, whilst providing technical and specialist support and advice on hardware and software to the Trust's users and other engineers.

You will manage, troubleshoot and resolve complex system related issues quickly in order to provide efficient and effective user support and will use your developed technical knowledge and experience in Azure, Active Directory, Windows Server and DNS to support the continual improvement of business systems to the trust.

The postholder will work as part of a team to support the development and maintenance of the organisation's ICT infrastructure in full accordance with the Digital Strategy and Strategy for Urgent and Emergency Care.

You will also be required to work autonomously and in partnership with other ICT Teams in supporting users with the development and implementation of a diverse range of complex IT solutions, this involves the adoption of new technologies as well as leveraging value for money from existing infrastructure.

About us

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.

Job description

Job responsibilities

Please ensure that you have fully read the job description and person specification before applying for this role.

Person Specification

Qualifications and Education


  • Educated to Degree level in relevant area or equivalent appropriate professional experience supporting complex ICT infrastructure.
  • Microsoft Certified Systems Engineer or equivalent
  • VMware Certified Professional


  • PRINCE II Foundation

Skills and Abilities


  • 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 high- pressure 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 and Experience


  • Proven practical experience of delivering IT and telecommunications services in an integrated environment.
  • Experience of 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 telecommunications services
  • Substantial proven experience in the configuration and management of the following technologies: oMicrosoft Windows Server 2016 and above oVMWare oHyper converged infrastructure
  • Evidence of continual professional development
  • Prioritises work of self and others.
  • Plans ahead for short, medium and long term.
  • Monitors own and supplier 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.
  • 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.


  • Experience of working with: oITIL methodology or equivalent oExchange 2016 oSQL 2016 and above oMicrosoft Office 365 oIIS

Employer details

Employer name

North West Ambulance Service NHS Trust


Trust Wide

Trust Wide


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