Senior Telecommunications Engineer in Brierley Hill

Do you want the chance to work as part of an innovative NHS IT team supporting critical Telecommunications infrastructure? An exciting opportunity for a Senior Telecommunications Engineer to join our well-established team at our Headquarters in Brierley Hill.

In line with the strategy defined by the Trust, the Senior Telecoms Engineer will support the Telecoms Manager and assist in the development of the Trust's telephone and mobile infrastructure to support critical operations and provide advice on technical issues as required, including supporting our two Emergency Operations Centres and Patient Transport Service Contact Centres.

Applicants must hold an OEM based technical qualification along with a minimum of 4 years working in an IT environment and knowledge of Avaya Communication Manager and associated services (AES, Breeze, AMS, SM, SBC). You will be the escalation point for the junior team members, assisting the team with incidents and service requests.

There will be opportunities to be involved with project work including Voice Recorder upgrade, SIP migration, Inbound Services and other digital first solutions. With the crucial nature of the systems our team supports, we seek adaptable, methodical and conscientious candidates. If you have these essential qualities and would like the fantastic opportunity to shape the fixed and mobile communications in our critical environment, please apply.

• Design and application of a comprehensive range of procedures for security, recovery, and restart (including from disaster) and incident/problem control.
• Responsibility for upgrades, patching, operation, control, maintenance and effective use of the non-critical voice and data applications.
• Guaranteeing integrity and confidentiality of information delivered to and sent by users in line with the Trust's and NHS policy.
• Responsibility for security, characteristics of associated fixed and mobile telephony hardware and software and targets for performance for quality of service.
• Communicating effectively using electronic, verbal and written word, as required with users and IT Staff, particularly in respect of emergencies, quality control and support, restrictions on or withdrawal of services, routine and unscheduled maintenance and the introduction of major amendments to the provision of service such as upgrades of equipment and software.
• Investigate all appropriate means to improve service levels whilst minimising investment requirements and recommend new or revised policies or procedures to the Telecoms Manager or Head of IT and implement specific improvements within scope of responsibility.
• May be required to work on own or as part of a team in the deployment and planning of service projects with consideration to budgetary restraints.
• Implement training documentation and deliver training to staff in the use of IT, Telephony and Mobile equipment.
• Where operational demands require alternatives to be put in place (e.g. Gold Control), plan and implement the transition from normal system working to the new revised arrangements.
• Ability to supervise nominated resource to deliver agreed objectives to ensure projects and tasks are delivered successfully and on time.

Supplier Management

• Assisting the Telecoms Manager in obtaining and evaluating offers from suppliers of equipment, software, transmission services and other services for communications networks.
• Monitoring and reviewing performance, capability, availability and exceptional incidents and proposing and implementing improvements.
• Assisting in negotiating and reviewing contracts and SLAs with key suppliers.
• Liaising with suppliers' technical personnel for problem resolution in the event of service or component failure.
• Where the service is provided by an external supplier, review the contract to provide the agreed service level, establish problem resolution procedures and define the consequences of non-compliance and ensure that contingency plans take sufficient account of potential failures in supply.
• Ensures that supplier access to systems is within the Trust's security policy and that physical access to critical areas is controlled.
• Maintain Stock Control.

Monitoring and Reporting

• Monitor telephone facilities to ensure accurate and timely gathering of data about performance with regard to utilisation and errors.
• Using performance data in order to ensure that appropriate action, including tuning and acquisition is taken in a timely fashion to avoid service degradation or failure.
• Monitoring security of all telephony systems proactively, including implementing and maintaining records in line with the Trust and NHS security policy when appropriate action is required.
• Monitoring the Trust's IT Helpdesk facility to ensure departmental compliance with internal SLAs.
• Using software to manage and support the communications systems.

Problem Management

• Reporting service delivery problems to the Telecoms Manager and to the Heads of Departments affected so that appropriate actions can be initiated.
• Ensuring that all IT personnel are aware of problems and known errors so that they can assist in their timely resolution.
• Work under own initiative in preventing occurrence of incidents through activities such as identifying suspect components, monitoring systems being developed and preventing problems in one system being replicated in other systems.
• Report and advise on the quality of services, systems and support being provided to users, suppliers, comparing against agreements when appropriate.
• Responds to and resolves faults on IT systems. Includes support to users on Trust sites across the region in line with agreed SLAs.
• Responds to requests and fault reports from the organisations external customers in line with agreed SLAs.
• Maintains security and integrity of all communication systems.
• Maintains change control procedures in line with Trust ITIL process.
• Ensures that adequate backups are taken for all communication systems.
• Participates in IT Hardware and Software Audit.
• Responsibility for the quality, security, availability, integrity and safety, utilising as appropriate specialised techniques, tools, methods and standards.
• Planning and implementing project orientated tasks.
• Ensuring that all problems reported on the Trust's IT Helpdesk system.

Additional Information

• Ensures compliance with relevant legislation including Data Protection, Software Misuse Act and Copyright Act.
• Ensures compliance with the requirements of relevant system audits.
• Participates in the IT Departments daily on-call rota.
• Attendance at IT Departmental Meetings.
• Manual Handling of IT & Communications equipment.
• Undertakes other duties, tasks, projects, commensurate with purpose and grade of post may be determined from time to time.