Job summary An exciting opportunity has become available for an experienced Senior Telecommunications Engineer to join our well established team at Ambulance Headquarters. The successful applicant will supportthe Telecommunications Manager and assist in the development of the Trusts telephone and mobile infrastructure to support critical operations and a resource for advice on technical issues as required. Applicants must have an OEM based technical qualification along with a minimum of 4 years working within an IT environment. A full UK driving licence is required for this post due to the travel requirements across Trust sites. Main duties of the job West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed. Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients. We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at recruitmentwmas.nhs.uk if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process. The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers. About us If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £27.76 for a basic check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service. We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method. We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues. Date posted 30 January 2025 Pay scheme Agenda for change Band Band 6 Salary £37,338 to £44,962 a year plus the relevant unsocial hours as per section 2 Contract Permanent Working pattern Full-time Reference number C9217-254-24-25 Job locations Ambulance Headquarters Waterfront Business Park Brierley Hill West Midlands DY5 1LX Job description Job responsibilities 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 Trusts 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 (eg 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 Trusts security policy and that physical access to critical areas are 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 as required. Monitoring the Trusts 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 Trusts 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 Job description Job responsibilities 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 Trusts 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 (eg 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 Trusts security policy and that physical access to critical areas are 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 as required. Monitoring the Trusts 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 Trusts 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 Person Specification Qualifications Essential OEM based technical qualification combined with 4 years working in an IT environment Industry based technical qualification Experience Essential Knowledge of Avaya Communication Manager and associated services (AES, Breeze, AMS, SM, SBC) Knowledge of Avaya CMS Knowledge of Microsoft Endpoint Manager (Intune) or leading MDM solutions Specialist knowledge of Telecommunications systems and evidenced based experience Willing to undertake training in order to fulfil the requirements of the job including external training Experience of working within an IT environment Experience of large telephony and mobile communication installations. Skills and Knowledge Essential Good interpersonal skills including the ability to communicate complex technical information where there are barriers to understanding in the wider corporate environment. Good verbal and written communication skills including report writing, presentations and system specifications. Participate in trust IT on call rota Full clean driving licence Person Specification Qualifications Essential OEM based technical qualification combined with 4 years working in an IT environment Industry based technical qualification Experience Essential Knowledge of Avaya Communication Manager and associated services (AES, Breeze, AMS, SM, SBC) Knowledge of Avaya CMS Knowledge of Microsoft Endpoint Manager (Intune) or leading MDM solutions Specialist knowledge of Telecommunications systems and evidenced based experience Willing to undertake training in order to fulfil the requirements of the job including external training Experience of working within an IT environment Experience of large telephony and mobile communication installations. Skills and Knowledge Essential Good interpersonal skills including the ability to communicate complex technical information where there are barriers to understanding in the wider corporate environment. Good verbal and written communication skills including report writing, presentations and system specifications. Participate in trust IT on call rota Full clean driving licence Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name West Midlands Ambulance Service University NHS Foundation Trust Address Ambulance Headquarters Waterfront Business Park Brierley Hill West Midlands DY5 1LX Employer's website https://wmas.nhs.uk/careers-staff-room/ (Opens in a new tab)