Location- Stevenage Salary- Up to 42K Job Description: The ICT Senior Network & Telephony Technical Engineer is a highly experienced and skilled professional responsible for providing expert-level technical support and guidance to IT teams and users. They play a critical role in ensuring the smooth operation and reliability of the IT infrastructure, systems, and applications. Moreover, they are responsible for providing expert-level technical support to users and resolving complex IT issues that cannot be resolved by 1st or 2nd line support teams. The IT Senior Technical Engineer plays a crucial role in ensuring that the IT infrastructure and systems are operating efficiently and reliably. Key tasks, duties, responsibilities and accountabilities of the post: Provide expert-level Network and Telephony technical support. The Network and Telephony team strives to provide exceptional service in two distinct technology areas. Each team member is committed to delivering the best Network and Telephony support, ensuring alignment with ICT security standards and practices. i) Networking Infrastructure Development, management, and upgrades to network infrastructure such as: Cisco and HP network switches, Kemp load balancers, Cisco ACI hardware. Fortinet Switches and Access Points. Development and management of Fortinet FortiSwitch, Fortinet FortiWiFi, Fortinet FortiManager and Fortinet FortiAnalyzer. Familiarity with leased line provider NTUs and routers. Use of routing protocols (e.g., BGP, OSPF, EIGRP) and switching technologies (e.g., VLANs, spanning tree). WAN technologies such as SD-WAN. Network traffic prioritisation using QoS to ensure voice quality. ii) Telephony – VoIP, Unified Communications & Contact Centre Development, management and upgrades to telephony infrastructure such as: Mitel MiVb, Mitel YourSiteExplorer, Mitel Contact Centre Client, Mitel Border Gateways, Mitel MiCollab, Mitel NuPoint, Redbox call recording. VoIP protocols (SIP, H.323, RTP) and call signalling. SIP trunk configuration and troubleshooting. SaaS telephony platforms. Provide in-depth technical analysis and recommendations for improving IT systems and processes. Develop and implement technical solutions to address identified IT challenges. Diagnose and resolve complex IT problems in a timely and efficient manner. Conduct in-depth investigations to identify root causes of issues and implement effective solutions. Document and share knowledge of complex IT issues and solutions to improve future troubleshooting efforts. Identify and escalate critical IT issues to senior IT staff or vendors when necessary. Provide clear and concise information to facilitate the escalation process and ensure timely resolution. Maintain communication with stakeholders throughout the escalation process to keep them informed of progress and resolution. Develop and maintain technical documentation and knowledge base articles to capture and share knowledge within the IT department. conduct knowledge transfer sessions to educate and train other IT staff on complex IT issues and solutions. Continuously learn and stay abreast of the latest IT trends, technologies, and best practices. Evaluate and recommend new IT solutions to improve the organization's IT infrastructure and systems. Adapt to changing technologies and methodologies to provide effective support in an ever-evolving IT landscape. Adapt to changing technologies and methodologies to provide effective support in an ever-evolving IT landscape. Continuously learn and stay up to date with the latest IT trends, technologies, and best practices. They will be responsible for raising requests for change as required and managing the implementation of approved changes to maintain a technically current and aligned to business requirements and providing technical expertise, guidance and change approval to the Change Advisory Board. Have line management responsibility for project roles as and when they are required. Proactive maintenance including performing upgrades, applying patches, checking system logs, modifying backups, and supporting periodic business procedures (e.g. year-end processing), Develop and / or implement new ICT solutions in response to new or changing business requirements. Please feel free to reach me back on this.