Digital Support Engineer

NHS; Liverpool; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Great flexible working opportunities

Lease car scheme and Home Electronics

Generous annual leave and pension

Extensive staff health and well‑being

Job summary

Alder Hey Children’s NHS Foundation Trust in Liverpool is seeking a motivated Digital Support Engineer to join the Digital Support team. The role focuses on delivering excellent customer service and first‑line IT support, with 37.5 hours per week at NHS Band 4.

You will log incidents in Sunrise ITSM, provide updates to users, and escalate complex issues to senior team members while working across Digital with clinical staff to ensure service continuity.

Qualifications

• Qualification at Diploma level or equivalent.
• Commitment to CPD.
• NHS experience preferred.
• CompTIA A+ / Network+ encouraged.

Responsibilities

• Provide first-line IT support and password resets.
• Log incidents in Sunrise ITSM with clear triage notes.
• Escalate complex issues to senior Digital Support team.
• Support device setup and basic hardware configuration.

Skills

Customer service

IT support

Communication

Teamwork

Education

Diploma Level

Tools

Sunrise ITSM

Job description

Employer Alder Hey Children’s NHS Foundation Trust Employer type NHS Site Alder Hey Children’s NHS Foundation Trust Town Liverpool Salary £28,392 - £31,157 Per annum Salary period Yearly Closing 15/09/2026 23:59

Band 4

Alder Hey Children’s NHS Foundation Trust is a provider of specialist health care and has a presence in community outreach sites and, in collaboration with other providers, our clinicians help deliver care closer to patients’ homes by holding local clinics at locations from Cumbria to Shropshire, in Wales and the Isle of Man. The Trust also provides inpatient care for children with complex mental health needs at our Sunflower House building newly relocated, and opened on the hospital site.

We currently have more than 4,000 staff working across our community and hospital sites. We’re also a teaching and training hospital providing education and training to around 540 medical and over 500 nursing and allied health professional students each year.

As black and minority ethnic (BME) employees are currently under-represented in this area, we particularly welcome applications from members of our BME communities. All appointments will be made on merit.

You can expect a warm welcome at Alder Hey Children’s NHS Foundation Trust, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At Alder Hey we appreciate our staff and reward them with an outstanding benefits package including:

• Great flexible working opportunities
• Lease car scheme and Home Electronics Scheme
• Generous annual leave and pension scheme
• Extensive staff health and well‑being programmes

Job overview

An exciting opportunity has arisen for a motivated, enthusiastic Digital Support Engineer with a passion for excellent customer service to join our Digital Support team at Alder Hey.

The ideal candidate will be courteous, professional and flexible to changes in working practices. A can‑do, friendly, customer‑centric disposition is essential.

The post will require demonstrable experience in an IT Support role to successfully support our Tech Bar and clinical teams with their Digital support requirements.

A current, valid driving licence would be desirable. The working hours are 37.5 per week at NHS Band 4.

Main duties of the job

The post holder will provide clear, concise updates on the progress of incidents and requests, act as a role model within the team by maintaining accurate records within incident worklogs, be communicative and work collaboratively with colleagues within Digital, and ensure users are provided with frequent updates on the status of their service request.

The post-holder may be required to work outside core operating hours on occasion to meet tight deadlines and attend community sites to provide local support.

This role will suit someone with a positive outlook, can‑do attitude, proven technical ability, service desk experience and an enthusiasm for excellent customer service

Key Responsibilities

• Provide a friendly, professional, and customer ‑ focused support service across the Tech Bar and Digital Support channels.
• Assist colleagues in resolving common IT issues, offering clear and jargon free communication throughout.
• Support regular floorwalking activities to ensure colleagues can access help at point of need
• Promote Trust values by acting as a positive and helpful first point of contact.

Working for our organisation

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 ourInnovation 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.

Detailed job description and main responsibilities

Key Responsibilities

Customer Experience & Service Excellence

• Provide a friendly, professional, and customer‑focused support service across the Tech Bar and Digital Support channels.
• Assist colleagues in resolving common IT issues, offering clear and jargon free communication throughout.
• Support regular floorwalking activities to ensure colleagues can access help at point of need.
• Promote Trust values by acting as a positive and helpful first point of contact.

Technical Support & Escalation

• Provide first‑line resolution of routine incidents such as password resets, account lockouts, minor software issues, and basic hardware faults.
• Support device setup, configuration tasks, and simple equipment fixes where appropriately trained.
• Log all incidents accurately within the Sunrise ITSM tool, ensuring clear triage notes.
• Escalate more complex or unfamiliar technical issues to the Lead Digital Support Engineer or other Digital teams as appropriate.
• Follow established procedures and technical guidelines to ensure safe and effective resolution of support tasks.

Team Support & Collaboration

• Work collaboratively with Digital Support Engineers and senior colleagues.
• Share knowledge and support peers informally to ensure consistent service delivery.
• Assist in embedding new procedures and quality standards as directed by line management

Incident, Problem & Service Quality Management

• Prioritise tasks in line with service expectations, escalating when service levels may be at risk.
• Ensure accurate, timely documentation of all activities, including incident details, actions completed, and any follow‑up required.
• Identify recurring issues and report them to senior colleagues to support problem management.

Tech Bar Support

• Provide basic troubleshooting and reassurance to colleages experiencing IT issues when presented to the Tech Bar
• Support service continuity by helping staff recover quickly from disruptions.
• Assist in rollout activities such as device swaps, basic configurations, and peripheral setup

Person specification

Education and Training

• Computer or related qualification at Diploma Level or equivalent experience
• Evidence of a commitment to ongoing professional development (CPD).
• NHS experience
• CompTIA A+ / Network+

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.