ICT Applications Engineer

Welsh Ambulance Services University NHS Trust; Swansea; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider in Wales is seeking an ICT Support professional to provide second-line support and maintain key applications. The ideal candidate will have a degree in ICT or equivalent experience, sound knowledge of operating systems, and excellent problem-solving skills. This role requires strong interpersonal skills and the ability to work independently, ensuring efficient support across various Trust sites.

Qualifications

• Educated to degree level or equivalent experience in ICT.
• Extensive experience in the implementation and support of applications and systems.
• Willingness to learn new technologies quickly.

Responsibilities

• Provide second line ICT support to users.
• Support project work and implementation of new systems.
• Prioritize and respond to helpdesk calls.

Skills

Knowledge of operating systems

TCPIP Desktop configuration

LAN Troubleshooting

Good problem solving techniques

Interpersonal skills

Ability to work independently

Understanding of IT Security principles

Welsh Language Skills (level 1 to 5)

Education

Degree in ICT related subject

ITIL Foundation qualification

Job description

The post holder will work within the ICT Applications and Systems team, providing expert and effective ICT support, predominantly supporting the development, implementation and ongoing maintenance of the Trusts key ICT applications and systems. The Applications team are responsible for maintaining the majority of the Applications and systems used by the trust, including but not limited to CAD Computer Aided Dispatch 999 and 111 Clinical and Non‑Clinical Triage Systems, EPCR Electronic Patient Records platform and Rostering systems. The post holder will be required to work with minimal supervision to a high standard, prioritise work and manage time effectively, ensuring that deadlines and targets are met. Writing documentation for others to follow when necessary. Supporting, maintaining and installing ICT‑managed applications and software across the Trust in accordance with Organisational policies and procedure. Ensuring scheduled work is completed within timescales to agreed quality standards and in line with departmental procedures. The post holder will provide second‑line support to users. The post holder will be expected to ensure the efficient maintenance and administration of all ICT systems where appropriate. The post holder will support enhancements to existing systems as well as implement and support the development of new services.

Responsibilities

• Providing second line ICT support for users of all ICT applications and systems in The Welsh Ambulance Service Trust, escalating problems in a timely and efficient manner over the telephone, face‑to‑face and via electronic communication using own initiative.
• Supporting the senior applications specialists and team colleagues with applications project work, assisting in the implementation and testing of the new systems.
• Providing additional support to the senior applications specialists in the ongoing maintenance and monitoring of the key applications systems once implemented in the Trust.
• Providing support to remote users with a need to travel to a number of the Trusts sites.
• Prioritise and respond to calls assigned in the ICT helpdesk software, ensuring the integrity of the call and solution information is kept up to date.
• Liaise with both internal and external agencies for the installation/configuration of new and current systems.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Qualifications

• Educated to Degree level in an ICT related subject or equivalent experience.
• Evidence of continuing professional development and post qualification learning and development.
• Knowledge of operating systems including all current Microsoft Desktop and Server operating systems.
• Sufficient knowledge of applications and systems to support fault diagnosis.
• TCPIP Desktop configuration.
• LAN Troubleshooting.
• ITIL Foundation qualification (desirable).
• Microsoft or other leading industry‑leading applications and systems related qualifications.
• Knowledge of Service Level Agreements.
• Good understanding of Performance Management principles.
• General understanding of incident management.
• General understanding of IT Security principles.
• Extensive experience in the implementation and support of applications and systems.
• Experience of IT within a healthcare environment (desirable).
• Good problem solving, fault finding and rectification techniques.
• Ability to think clearly and logically.
• Ability to work with and understand applications and system components.
• Good interpersonal skills – able to elicit relevant information from users, provide telephone support, advise and guide staff on appropriate system usage.
• Explain technical issues in a clear and concise manner.
• Able to work independently and as part of a team.
• Able to adapt to change and keep up with new technologies using own initiative.
• Ability to work within Change.
• Experience of working within an ITIL environment.
• Able to learn new technologies and IT application and systems quickly, through both self‑study and professional course (desirable).
• Understands the Data Protection Act and its implications of the holding of patient information flows/services.
• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh, enthusiastic and motivated.
• Able to work under own initiative and manage time and priorities effectively.
• The post-holder must be proactive and self‑motivated in learning new technologies and techniques in support of the organisation ICT requirements by formal training, self‑study and practical experience.
• Full UK Driving Licence – Category B.
• Ability to travel between sites across Wales as required.
• Able to work flexibly.
• Ability to demonstrate Trust values.
• Highly professional.

About the Trust

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world‑class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient‑facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed. The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and will encourage applications from under‑represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.