Digital Health System Support Engineer - Local Authority

Spinwell Global; Norwich; On-site; GBP 60,000 - 80,000; Full time

Job summary

A healthcare technology company based in Norwich is seeking a Digital Health System Support Engineer. In this role, you will assist users in effectively utilizing IT services and systems, ensuring timely resolution of issues. Candidates should have strong communication and technical skills, experience in IT project management, and an understanding of healthcare systems. The role aims to enhance the delivery of a high-quality healthcare service by ensuring efficient support for IT operations and user interaction.

Qualifications

• Experience in leading and managing teams.
• Understanding of healthcare systems and marketplace.
• Experience of the IT systems lifecycle.

Responsibilities

• Assist users in utilizing information systems and resolving issues.
• Provide interface between users and service providers for unresolved requests.
• Diagnose issues and create solutions to minimize operational impact.

Skills

Good understanding of computer networking techniques

Effective communication skills

Experience of working with third party suppliers

Job description

Role: Digital Health System Support Engineer

Contract: Until 31/03/2026

Location: Norwich

IR35: Inside

Rate intermediary: £18.63 per hour

Clearance: BPSS

Job Purpose

The job holder will be based in the Digital Health department. Working as part of a team the job holder will be responsible for, via the Helpdesk system or other designated facility, assisting in the delivery of the Trust’s IT services and systems. This will cover hardware, core systems, web services, applications software, systems software, operating systems and networking.

To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate ‘PRIDE’ values of People focused, Respect, Integrity, Dedication and Excellence and demonstrate behaviours that support and encourage an inclusive culture.

Overview of Essential Responsibilities

• Ensures that all requests from users for assistance are handled promptly and effectively; is pro‑active to ensure that users make effective use of the facilities available to them
• Assists users experiencing difficulties in using information systems, products or services, including situations referred by more junior staff, investigating complex situations to diagnose underlying causes
• For all requests that cannot be directly resolved, provides an effective interface between users and service providers. Uses judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for problems not progressing satisfactorily. Handles all complaints efficiently and professionally
• Demonstrates commitment and ingenuity in expert application of available facilities to non‑standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimised
• For all requests that cannot be directly resolved, provided an effective interface between the Digital Health department, users and service providers
• Ensures that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved

Experience

• Experience in leading and managing teams
• IT project management
• IT project planning
• Understanding of healthcare systems and marketplace
• Experience of the IT systems lifecycle
• Outgoing with effective communication skills

Skills, abilities and knowledge

• Good understanding of computer networking techniques and their application
• Abreast of current technology developments, standards, and their applications
• Experience of working with third party suppliers