Job summary
This post is eligible for a Golden Hello payment of £2,750 for new starters who are external to the Trust. This is payable in 3 instalments over a 2 year period. This payment is only eligible to new starters who do not already hold a contract of employment with the Trust.
We have a fantastic opportunity for a highly motivated Senior Voice Collaboration Engineer who has the enthusiasm and ability to work in a challenging but equally rewarding Digital Services Department as part of Nottinghamshire Healthcare NHS Foundation Trust.
Our Trusts clinical services are provided across 100 + sites in the East Midlands and a vital part of providing these services is the voice infrastructure. Our aim is to deliver a high quality, robust network service for staff and patients. This role is an opportunity to be one of the members of a team of skilled engineers who are responsible for this.
Working as a third line engineer in the Network Team you will be focused on keeping the telephony infrastructure operational. Proactively monitoring services, coordinating responses to incidents, service requests and supporting a wide variety of projects.
This is a customer focused role requiring good technical and communication skills along with the ability to operate independently when required.
Main duties of the job
As part of the Network Team, you will be the subject matter lead responsible for the day-to-day support, maintenance and development of the Trusts Voice infrastructure and systems. This includes both analogue and IPT based telephony services.
Development of services through innovation is important to the trust and part of this role includes being technical lead for Network and Digital services projects liaising with internal and external suppliers and partners. The role also provides operational technical support, assisting the Network Engineers in problem management within the network team, supervising and mentoring them as required.
The Digital Services department provides out of hours support and the Network Team members are required to be part of this.
A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010.
About us
Nottinghamshire Healthcare employs over 10,000 colleagues who help #MakeADifference every day. We provide intellectual disability, mental health, community health, forensic and offender healthcare services across Nottinghamshire, Leicestershire, Lincolnshire and South Yorkshire. Care is delivered from over 120 sites within the community from acute settings and across low, medium and high secure environments including prisons.
As one of the largest mental health and community trusts in the East Midlands and one of the biggest employers in Nottinghamshire. We are also home to national and regional services such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.
We are committed to flexible and agile working, including the opportunity to join our bank.
Your health and wellbeing is our priority and as such we invest significantly in this via our in-house Occupational Health Service, Staff Counselling Service and Health and Wellbeing Team.
We offer a number of employee-led staff networks, including Equality, Diversity and Inclusion (EDI) groups, our Green Champions Network, Freedom to Speak Up Network. Health and Wellbeing Champions Network and Menopause Champions. We provide care to a diverse range of communities and are passionate about supporting diversity and inclusion in the Trust.
If you believe in our values of Trust, Honesty, Respect, Compassion and Teamwork, then we would love to hear from you!
#TeamNottsHC
Job description
Job responsibilities
You will be joining a growing team of 2nd and 3rd line engineers in maintaining services across Trust sites within the Digital Services department. The Trust has an ambitious strategy to use Information and Communications Technologies to radically change the way it delivers its services to patients. This includes the need to enable clinicians to use electronic patient records all the time when they see, diagnose, review, treat and communicate with or about patients regardless of where they are working from.
The Trusts current data, Voice and Wireless network covers over 100 sites located mainly in Nottinghamshire with sites in South Yorkshire, Lincolnshire, Derbyshire, and Leicestershire. The Trust is currently standardised on CISCO IPT with some Philips traditional telephony services and Microsoft Teams UC services also being deployed.
Proven support experience of Cisco IPT and a good working knowledge of traditional telephony products will be beneficial also working knowledge of Microsoft Teams services a distinct advantage for any applicant.
A key part of this role is the day-to-day Operational coordination of the service liaising with service desk, digital services colleagues, support services and suppliers to maintain the best possible service to our users and patients.
This role is to be the subject matter expert for Voice and Collaboration services within the Trust and as any technology advances, you will need to have a keen interest in developing these systems to support the Trusts IT estate.
The Senior Network Specialist Voice and Collaboration Engineer role includes:
- Assist the Network Manager with key development issues and projects.
- Carry out 2nd and 3rd line BAU tasks including installation, configuration, and fault diagnosis of network voice services.
- Assist the Network Manager in the design, development and implementation of IT Network Telephony Infrastructure following best practices.
- Assist the Network Manager in procurement of new solutions and services.
- May be required to deputise for the Network Manager in his absence.
- Implement the highest standards of security and resilience for all corporate and clinical systems.
- Ensure that helpdesk and technical staff are kept informed of real time technical issues and changes as they arise.
- Assist and support junior technical staff in a manner that encourages and motivates them to deliver a high-quality service to the organisations that the HIS supports.
- Monitor all telephony costs and auditing.
- Provide the Voice administration functions across the Trust to maximise system up-time including the monitoring of all appliances.
- Assist the Network Manager in managing disaster recovery operations in the event of a breakdown or failure.
- Help maintain a life history Inventory of all the Trusts Information Technology hardware and software.
- Assist in the maintenance of all documentation of Network services connections and diagrams of network topology ensuring that they are available at all times.
- Carry out diagnostic checks on the voice services hardware and software identifying faults and performing recovery procedures in the event of component failure.
- Test and commission new voice configuration and services before they are added to the network to ensure its compatibility.
- Manage services provided by Telecom providers including new provisions and ceases.
- Supervise, support and mentor in an operations environment to voice and network engineers on telephony services such as Cisco, Microsoft Teams and Phillips, acting as the focal point for any technical or process related queries.
- Administer geographic and non-geographic number call routing.
- Provide incident management reports in the triaging of voice systems.
- Participate in ongoing development of asset support procedures and provide asset inventory reports as required. Provide reports as needed to satisfy management requests and analysis information.
Job description
Job responsibilities
You will be joining a growing team of 2nd and 3rd line engineers in maintaining services across Trust sites within the Digital Services department. The Trust has an ambitious strategy to use Information and Communications Technologies to radically change the way it delivers its services to patients. This includes the need to enable clinicians to use electronic patient records all the time when they see, diagnose, review, treat and communicate with or about patients regardless of where they are working from.
The Trusts current data, Voice and Wireless network covers over 100 sites located mainly in Nottinghamshire with sites in South Yorkshire, Lincolnshire, Derbyshire, and Leicestershire. The Trust is currently standardised on CISCO IPT with some Philips traditional telephony services and Microsoft Teams UC services also being deployed.
Proven support experience of Cisco IPT and a good working knowledge of traditional telephony products will be beneficial also working knowledge of Microsoft Teams services a distinct advantage for any applicant.
A key part of this role is the day-to-day Operational coordination of the service liaising with service desk, digital services colleagues, support services and suppliers to maintain the best possible service to our users and patients.
This role is to be the subject matter expert for Voice and Collaboration services within the Trust and as any technology advances, you will need to have a keen interest in developing these systems to support the Trusts IT estate.
The Senior Network Specialist Voice and Collaboration Engineer role includes:
- Assist the Network Manager with key development issues and projects.
- Carry out 2nd and 3rd line BAU tasks including installation, configuration, and fault diagnosis of network voice services.
- Assist the Network Manager in the design, development and implementation of IT Network Telephony Infrastructure following best practices.
- Assist the Network Manager in procurement of new solutions and services.
- May be required to deputise for the Network Manager in his absence.
- Implement the highest standards of security and resilience for all corporate and clinical systems.
- Ensure that helpdesk and technical staff are kept informed of real time technical issues and changes as they arise.
- Assist and support junior technical staff in a manner that encourages and motivates them to deliver a high-quality service to the organisations that the HIS supports.
- Monitor all telephony costs and auditing.
- Provide the Voice administration functions across the Trust to maximise system up-time including the monitoring of all appliances.
- Assist the Network Manager in managing disaster recovery operations in the event of a breakdown or failure.
- Help maintain a life history Inventory of all the Trusts Information Technology hardware and software.
- Assist in the maintenance of all documentation of Network services connections and diagrams of network topology ensuring that they are available at all times.
- Carry out diagnostic checks on the voice services hardware and software identifying faults and performing recovery procedures in the event of component failure.
- Test and commission new voice configuration and services before they are added to the network to ensure its compatibility.
- Manage services provided by Telecom providers including new provisions and ceases.
- Supervise, support and mentor in an operations environment to voice and network engineers on telephony services such as Cisco, Microsoft Teams and Phillips, acting as the focal point for any technical or process related queries.
- Administer geographic and non-geographic number call routing.
- Provide incident management reports in the triaging of voice systems.
- Participate in ongoing development of asset support procedures and provide asset inventory reports as required. Provide reports as needed to satisfy management requests and analysis information.
Person Specification
Contractual Requirements
Essential
- A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010
- Up to 37.5 hours per week
- Must be available to take part in out of hours support arrangements for voice & data communications
Physical Requirements
Essential
- Has the physical ability to lift heavy PCs, printers, Servers and Network Equipment into position without aids.
- Travelling between locations is expected as an essential part of the role and can be physically demanding due to the urban and rural areas covered.
Qualifications - Academic / Craft / Professional
Essential
- Educated to degree level or at least 3 years relevant work experience at a similar level.
- Vendor certification to professional level
Desirable
- Degree in computer science or related subject.
- CCNP Collaboration
- M700 & MS720 - Teams telephony Engineer certifications
- ITIL foundation certificate
- Prince2 Foundation Certificate
Training
Essential
- Evidence of continuing professional development pertaining to the post.
Experience
Essential
- Significant Experience of working on 2nd and 3rd line fault resolution for VoIP Telephony related incidents.
- Significant Experience in planning, design, configure, maintain, and troubleshoot VoIP services.
- Experience in supporting multi-vendor UC software applications such as Cisco, Microsoft Teams or similar.
- Experience of contact centre scripting and reporting
- Experience in supervising technical staff.
- Significant Experience of managing technical projects, scope, design and go live support
- Experience in the financial aspects of IT including procurement, invoicing, and billing.
- Experience of Managing relationships with 3rd party partners and suppliers.
- Experience in other I.T disciplines including server, desktop, and virtual technologies.
Desirable
- Experience in the administration and configuration of Cisco Voice services and working on 2nd and 3rd line fault resolution
- Experience in administering Cisco Data Networks.
- Experience in supporting Cisco Unified Call Manager and Cisco Unity.
- Experience in maintaining and troubleshooting Voice services with the ability to assess interoperability issues between different VoIP systems and devices.
- Experience in SIP, RTP and codecs including Analogue Telephony.
- Experience in design, development, and implementation of IT Network Infrastructure across a large organization
- Knowledge of Switchboard applications
- Knowledge of Contact centre applications
Values and Behaviours
Essential
- oAll colleagues are expected to demonstrate that they act in line with Nottinghamshire Healthcare NHS Foundation Trust Values:
- oAll colleagues are expected to demonstrate an understanding of and commitment to Equality, Diversity and Inclusion (EDI) and how it applies to their role. The Trust's expectations are highlighted within our EDI Policy, and associated EDI and Human Rights legislation.
Contractual Requirements
Essential
- Must be available to take part in out of hours support arrangements for voice & data communications
- Up to 37.5 hours per week.
Person Specification
Contractual Requirements
Essential
- A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010
- Up to 37.5 hours per week
- Must be available to take part in out of hours support arrangements for voice & data communications
Physical Requirements
Essential
- Has the physical ability to lift heavy PCs, printers, Servers and Network Equipment into position without aids.
- Travelling between locations is expected as an essential part of the role and can be physically demanding due to the urban and rural areas covered.
Qualifications - Academic / Craft / Professional
Essential
- Educated to degree level or at least 3 years relevant work experience at a similar level.
- Vendor certification to professional level
Desirable
- Degree in computer science or related subject.
- CCNP Collaboration
- M700 & MS720 - Teams telephony Engineer certifications
- ITIL foundation certificate
- Prince2 Foundation Certificate
Training
Essential
- Evidence of continuing professional development pertaining to the post.
Experience
Essential
- Significant Experience of working on 2nd and 3rd line fault resolution for VoIP Telephony related incidents.
- Significant Experience in planning, design, configure, maintain, and troubleshoot VoIP services.
- Experience in supporting multi-vendor UC software applications such as Cisco, Microsoft Teams or similar.
- Experience of contact centre scripting and reporting
- Experience in supervising technical staff.
- Significant Experience of managing technical projects, scope, design and go live support
- Experience in the financial aspects of IT including procurement, invoicing, and billing.
- Experience of Managing relationships with 3rd party partners and suppliers.
- Experience in other I.T disciplines including server, desktop, and virtual technologies.
Desirable
- Experience in the administration and configuration of Cisco Voice services and working on 2nd and 3rd line fault resolution
- Experience in administering Cisco Data Networks.
- Experience in supporting Cisco Unified Call Manager and Cisco Unity.
- Experience in maintaining and troubleshooting Voice services with the ability to assess interoperability issues between different VoIP systems and devices.
- Experience in SIP, RTP and codecs including Analogue Telephony.
- Experience in design, development, and implementation of IT Network Infrastructure across a large organization
- Knowledge of Switchboard applications
- Knowledge of Contact centre applications
Values and Behaviours
Essential
- oAll colleagues are expected to demonstrate that they act in line with Nottinghamshire Healthcare NHS Foundation Trust Values:
- oAll colleagues are expected to demonstrate an understanding of and commitment to Equality, Diversity and Inclusion (EDI) and how it applies to their role. The Trust's expectations are highlighted within our EDI Policy, and associated EDI and Human Rights legislation.
Contractual Requirements
Essential
- Must be available to take part in out of hours support arrangements for voice & data communications
- Up to 37.5 hours per week.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
