Job summary

Main area: Digital Services
Grade: NHS AfC: Band 5
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 407-CORP-8058300

Employer: Walsall Healthcare NHS Trust
Employer type: NHS
Site: Manor
Town: Walsall
Salary: £32,073 - £39,043 pa
Salary period: Yearly
Closing: 13/07/2026 23:59

IT Technical Support Engineer

NHS AfC: Band 5

Walsall Manor Hospital is a busy district general hospital offering compete range of acute services. The Trust primarily serves the immediate population of Walsall with some patients requiring more specialised treatment at other, neighbouring Trusts. The Trust continues to invest in its facilities and services, supporting high-quality care for the communities it serves.

This role offers the opportunity to work within our integrated care model, contributing to high-quality services that help people remain independent in their own homes and communities.

We are committed to investing in our workforce and creating an environment where colleagues can learn, contribute and develop. Our new Urgent Emergency Care Centre, opened in March 2023, demonstrates our ongoing investment in facilities and services.

As an employee, you’ll benefit from an attractive salary and comprehensive benefits package (detailed in Employer Description above), plus access to NHS pension arrangements and staff accommodation where available.

Walsall Healthcare NHS Trust is proud to be part of the Armed Forces Covenant, currently holding the Bronze Award, underlining our commitment to supporting the Armed Forces Community.

RESPECT – COMPASSION – TEAMWORK – PROFESSIONALISM

Detailed job description and main responsibilities

Key Responsibilities

• Responsible for identifying and managing the rolling replacement of “end-of-life” IT hardware within the Trust.

• Manage workload of roll-out schedule and any service desk tickets assigned to the End-User Compute team.

• Maintain up to date documentation and inventory of end user devices.

• Maintain up to date documentation of end user build devices.

• Ensure all end user devices are configured operationally with the correct security policies as identified in the standard end user build documentation.

• Image ‘Refresh’ and ad-hoc ordered hardware with the Trust’s standard image.

• Investigate and resolve end-user device issues associated to the Operating System.

• Work with Problem management to identify trends with end user device issues, plan, and co-ordinate permanent fixes.

• Be responsible for the deployment of feature and operating system updates to all end-user devices.

• Testing of devices and the OS against changes such as Group Policies, changes to operating systems, security updates or new software.

• Working with the Cyber-Team, to be support any activity to ensure all end-user devices are secure and protected from security threats and vulnerabilities.

• Ensure all equipment disposal complies with Trust policy and cyber security standards.

• Provide advice and support on applications, facilities and IM&T equipment to users and present oneself in a professional manner

• Provide training to other engineers within the IT Support Department, on departmental procedures and applications.

• Production and promotion of user guides which are published onto the Informatics intranet which end users use to resolve/diagnose their own incidents.

• Ensures that all problems/incidents from users for assistance are handled promptly and effectively whilst being responsible for planning, prioritising and managing own workload to ensure that the required result is achieved.

• Be pro-active in devising improvements and recommending changes to policies, procedures and working practices and/or creation of new policies and procedures which impact on beyond their own service area.

• Maintain the Inventory database to a high level of accuracy.

• The post holder may be required to take part in the Informatics on-call scheme operated via a Rota system.

• Standard support hours are to be 8am – 7pm, the post holder will be required to work a shift pattern operating within those hours.

• To align the support service to that of the customers supported by Informatics the post holder can be called upon to work weekends via a Rota system.

Person specification

Qualifications

Essential criteria

Evidence of ITIL qualification or working towards ITIL qualification

Knowledge

Essential criteria

Demonstrable Customer care experience
Familiar with Problem management and methodologies.
Previous experience/Knowledge of deploying ICT hardware and software at an engineer level in a healthcare environment.
Good knowledge of endpoint hardware implementation supporting Service Delivery and Project Delivery
Experience of deploying Microsoft Windows Operating Systems and Microsoft Office application suite (primarily O365) packages.
Experience of testing packages before being deployed to end-user devices

Desirable criteria

Demonstrate a good knowledge of Change Management
IOS and Android Operating Systems and Hardware support
Good understanding of the Trusts Endpoint services including hardware and software configurations
Demonstrate knowledge of using IT Service Management systems for call logging, reporting and escalation

Key Competencies

Essential criteria

Effective technical diagnostic, fault finding and fault resolution skills.
Ability to communicate effectively both verbally and in writing with all levels of staff and external agencies

Skills and Aptitudes

Essential criteria

Ability to support and troubleshoot process bottlenecks
Ability to follow, and revise if necessary, a range of procedures and service levels, measured against tight departmental standards
Ability to develop technical procedures/ standards.
Able to communicate highly technical information to varying levels of user, using non-technical language in a manner that promotes confidence.

Desirable criteria

Data Quality or Audit related skills
Ability to keep accurate records
Maintaining computer systems

Flexibility

Essential criteria

Willing to work flexibly in accordance with the needs of the service
Managing your own workload in accordance with escalation policies and procedures
Ability to travel frequently throughout the working day to all Informatics Service supported sites throughout Walsall.

Other

Essential criteria

Customer focused attitude
Ability to work in a busy / fast moving environment
Ability to work effectively in a team
Ability to understand the need for and to maintain confidentiality of personal information, etc.
Maintain all policies and procedures relating to IT security and health and safety

Please note your application will be transferred from the NHS Jobs system to the internal Walsall Healthcare Trac System. All correspondence will be sent via Trac.

Sponsorship and Visas

We welcome applications from all candidates with the right to work in the UK, including those on Health and Care Visas, Graduate Visas, or other valid permissions. All candidates will be considered on equal terms.

This Trust currently recruits successfully from the domestic labour market and has a sufficient pool of suitably qualified candidates for Band 3 roles. Visa sponsorship is therefore not available for this role currently. Candidates who already hold the right to work in the UK, including those on an existing Health and Care Visa, Graduate Visa, or any other valid permission are welcome to apply and will be considered on equal terms. This position is reviewed regularly in line with Home Office guidance. Right to work will be verified at each stage of the recruitment and monitored throughout employment. All candidates who are offered a position will be required to provide evidence of their right to work in the UK as part of the pre-employment checks process. Where a candidates' right to work is derived from another person’s immigration permission, the Trust will discuss the implications of this with the candidate before a permanent post is confirmed, to ensure that both parties understand the terms on which employment can be sustained.

Recruitment and Selection Approach

In line with best practice and regulatory guidance, our selection process is fair, consistent and based on your ability to perform the role, contribute to the organisation and your potential for development.

What to expect:

• Application screening: Your application will be reviewed against the person specification

• Interview: Typically, a panel interview with competency-based and values-based questions

• Assessment: Role-dependent assessments may include practical tasks or presentations

• Timeline: We aim to complete the process within 47 days of the closing date. Recruitment Journey is attached to all live vacancies.

We are committed to making reasonable adjustments for disabled candidates at any stage. Please contact us to discuss your needs.