Join Our Team as a Specialist 3rd Line Support Engineer!
Are you ready to take your technical expertise to the next level? At Alder Hey Children’s NHS Foundation Trust, we’re looking for a dynamic and skilled professional to provide advanced technical support and incident resolution across a variety of disciplines.

WHAT YOU’LL DO:

Deliver top-tier technical support for our critical devices and systems.
Resolve complex incidents and escalations from our Desktop Support and Digital Senior Management teams.
Lead and support technical projects that drive departmental and Trust-wide initiatives.

WHY YOU’LL LOVE THIS ROLE:

Impactful Work: Your efforts will directly support patient care by ensuring our IT systems run smoothly.
Challenging Environment: Tackle complex technical issues and lead innovative projects.
Collaborative Team: Work alongside a dedicated team of professionals committed to excellence.
If you’re passionate about making a difference and thrive in a challenging, rewarding environment in a world-renowned hospital, we want to hear from you! Apply today and be a part of something truly special at Alder Hey Children’s NHS Foundation Trust.
Main Duties and Responsibilities
Manage and resolve 3rd line incidents assigned by Digital Service Managers or escalated from Desktop Support, ensuring high-quality IT and communication systems for the Trust. Promote best practices in information governance and data security.
Communication
Team Meetings : Share and receive Trust business highlights.
Service Desk Updates : Inform the service desk about active support calls and problems.
Technical Communication : Explain system architecture and issue resolution to non-IM&T Managers and technical details to IT peers and third-party specialists.
Analytical Skills
Incident Analysis : Manage complex incidents, analysing system files and reports to find solutions.
Reporting : Create reports for the Head of Technical Services based on technical/audit data.
Fault Resolution : Identify and resolve significant faults, liaising with other departments.
Planning and Organising Skills
Incident Delegation : Manage and delegate 3rd line incidents to the Desktop Support team.
Specialist Advice : Offer advice to team members and Digital Services staff.
Device Management : Review workstation and device update statuses.
On-Call Participation : Resolve critical IT incidents autonomously.
Infrastructure Maintenance : Maintain the Trust’s Enterprise Infrastructure, including daily checks and security patching.
Active Directory Management : Maintain Active Directory, reviewing accounts and privileges regularly.
As one of Europe’s biggest and busiest children’s hospitals, at Alder Hey Children’s NHS Foundation Trust, we treat everything from common illnesses to highly complex and specialist conditions. In addition to our main hospital site, we offer paediatric services at a number of community sites and hold local clinics across Merseyside, Cumbria, Shropshire, Wales and the Isle of Man. We also provide specialist inpatient care for children with complex mental health needs in our recently relocated and newly opened state of the art facility.
Alder Hey has a thriving research portfolio and leads research into children’s medicines, infection, inflammation and oncology. We are becoming recognised as one of the world’s leaders in children’s healthcare and research. We contribute to public health, lead cutting-edge research and teach the next generation of children’s specialists. Alongside this is our Innovation Hub, a dedicated space where clinicians and industries can come together to create new products and technologies.
We know that a children’s hospital is different and that our job is more than just treating an illness. To us, every child is an individual. As well as giving them the very best care, we set out to make them feel happy, safe and confident as they play, learn and grow. At Alder Hey we are here to look after a child and their family and that includes mums, dads, brothers and sisters.
Main Duties and Responsibilities
Manage and resolve 3rd line incidents assigned by Digital Service Managers or escalated from the Desktop Support team.
Ensure continuous provision and development of quality IT and communication systems to support the Trust.
Promote and support best practices in information governance and data security.
Communication
Participate in team and departmental meetings to share and receive information on Trust business highlights.
Update the service desk with all relevant information on active support calls and problems.
Communicate complex system architecture and issue resolution plans to non-IM&T Managers.
Share highly technical IM&T information with IT Department peers and third-party specialists.
Raise any risks or potential issues with the Line Manager or Trust risk register.
Analytical Skills
Manage highly complex incidents requiring specialist knowledge, involving prolonged analysis and interpretation.
Interpret and analyse complex technical/audit data to produce reports for the Head of Technical Services.
Identify significant faults and take ownership through to resolution, liaising with other departments.
Provide technical evidence to support internal assurance and compliance data against national standards.
Planning and Organising Skills
Manage and resolve 3rd line incidents assigned to the Technical Services team.
Delegate incidents and work to the Desktop Support team.
Provide specialist advice to team members and other Digital Services staff.
Check and review workstation and device update statuses, ensuring proper deployment.
Participate in the on-call rota to resolve critical IT incidents autonomously.
Lead short and long-term trust-wide projects, providing technical advice and developing strategies.
Maintain the Trust’s Enterprise Infrastructure to prevent unplanned outages and data loss.
Maintain the Trust’s Active Directory in line with the Trust’s policies.
Work with other IM&T Department teams to identify and implement necessary changes and processes.
Physical Skills
Use advanced keyboard skills to update the service desk system.
Perform a combination of sitting, standing, and walking, with occasional physical effort.
Concentrate for extended periods to ensure timely delivery of new devices and systems.
Handle unpredictable work patterns and urgent fault resolutions.
Deliver and install IT equipment using appropriate lifting and handling equipment.
Use specialist tools to maintain, upgrade, and repair equipment.
Responsibility for Policy/Service Development
Assist in reactive and proactive problem management.
Perform advanced hardware support and troubleshooting.
Lead projects for infrastructure and system development, providing specialist advice.
Create and maintain technical procedures and documentation.
Raise and submit RFCs for IT system changes, representing these at the Change Advisory Board.
Develop and maintain a knowledge base and technical documentation library.
Develop Standard Operating Procedures for common tasks and new processes.
Advocate for Cyber Security and adhere to ITIL principles and information security standards.
Ensure adherence to Trust policies and procedures.
Responsibility for Financial and Physical Resources
Provide technical support for all devices used throughout the Trust.
Advise on procurement, installation, and management of IT assets.
Ensure core infrastructure runs current and supported software/firmware versions.
Safely use and install IT equipment, ensuring data security.
Maintain concentration for complex IT issues and resolutions.
Responsibility for Human Resources
Deputise for the Head of Technical Services or other technical staff as needed.
Act as a technical escalation point for various Digital Services teams.
Attend meetings and provide technical advice on Technical Services responsibilities.
Train and mentor staff within the operational team, ensuring support procedures are understood