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 support the Telecommunications 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.
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 in 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 provides 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 recruitment@wmas.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 has signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
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 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 the 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 resources 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.
Monitoring and Reporting
Monitor telephone facilities to ensure accurate and timely gathering of data about performance with regard to utilization 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 from 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.
Respond to and resolve faults on IT systems. Includes support to users on Trust sites across the region in line with agreed SLAs.
Respond to requests and fault reports from the organization's external customers in line with agreed SLAs.
Maintain security and integrity of all communication systems.
Maintain change control procedures in line with Trust ITIL process.
Ensure that adequate backups are taken for all communication systems.
Participate in IT Hardware and Software Audit.
Responsibility for the quality, security, availability, integrity, and safety, utilizing as appropriate specialized techniques, tools, methods, and standards.
Planning and implementing project-oriented tasks.
Ensuring that all problems are 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 Department's daily on-call rota.
Attendance at IT Departmental Meetings.
Manual Handling of IT & Communications equipment.
Undertakes other duties, tasks, projects, commensurate with the purpose and grade of the 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 fulfill 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
Employer details
Employer name
West Midlands Ambulance Service University NHS Foundation Trust
Address
Ambulance Headquarters
Waterfront Business Park
Brierley Hill
West Midlands
DY5 1LX
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