Job summary
This role is to support on-site presence at the main hospital and viable hybrid with occasional home working in the future.
Reporting to the Network & Telecommunications Manager you will provide 'first line' technical support to the Trust's IT users, located across several sites. The Telecommunications and Networks Analyst will assist in the management of the day-to-day running of the telephony systems, IP network and related products to ensure that these assets are maintained in optimum service. The role consists of managing the telecoms and networks ticketing queue and project work.
It is possible that you may be asked to travel to the Trust's other sites for work purposes. Predominately these sites are geographically with the greater Norwich area, with one remote site in Cromer.
The position of Telecommunication and Network Analyst requires a solid technical ability and a structured approach to troubleshooting and problem-solving.
In addition, strong interpersonal skills are required to guide customers through situations, providing the highest levels of customer support and satisfaction. This may often be under challenging conditions.
To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH's 'PRIDE' values of People focused, Respect, Dedication, Integrity, and Excellence.
Full time: 37.5 hrs per wk
Interview: 30th April 2024
Main duties of the job
As the successful candidate, you will be working on administering the Trust's:
- Telephony platform [Mitel]
- Local Area Network [CISCO]
- Data Centre Network [CISCO]
- Firewall [Checkpoint]
The Telecoms and network environment are currently in an upgrade activity, affording working on the latest technologies in both environments.
You will be expected to have worked on the following technologies, or if not the same, a comparable technology.
Service Desk Ticketing system:
- ManageEngine ServiceDesk Plus
- Telecommunications:
- SIP, in relation to external telephony connectivity via ISP.
- VOIP, in relation to our internal telecommunication platform [MITEL]
- Mitel MIVB - MiVoice Business
- Mitel Nupoint - Voicemail System
- Mitel Micollab - Softphone Package
- Mitel Call Centre - Call logging
- Mitel Contact Centre - Interactive Voice Routing
- Mitel MiCam - Auto-attendant for Switchboard
- RedBox [Uniphore] - Voice recording
- DataTrak - SuperDirecty - Call Log Manager System CMS
- MultiTone - Bleep system
- Data Networks:
- Cisco switches: 9300, 9606, Nexus 9348
- Cisco wireless access points - C9115AXI-E
- Cisco Wireless LAN Controllers WLC - 9800
Security:
- CheckPoint Firewall R81.10 & 20
- Uninterrupted Power Supply - UPS:
- APC
- Network Monitoring:
- ManageEngine Opmanager Plus
- SolarWinds
- Cisco Prime
- Datacentre Network Monitoring:
- Cisco Nexus Dashboard Fabric Controller / Datacentre Network Monitoring [DCNM]
- Cisco Catalyst Center / DNA Centre
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
- Supports the Network Services Manager to ensure that the network infrastructure and related components delivers the intended services to users at its designed optimum level.
- Investigates and diagnoses complex network, security and telephony problems, working with customers, other staff and suppliers as appropriate. Resolves such problems, co-operating with the Technical Support team to maintain overall network performance and availability.
- Uses network management systems software and appropriate analysis tools to collect network load statistics, model performance and create reports including proposals for improvement.
- Uses network management systems software to create ad-hoc network models and complex network statistical analysis for management review.
- Using the appropriate standard procedures and tools, carries out defined tasks associated with the planning, design, installation, upgrade, operation and control and maintenance of local and wide area networks for communication of critical data, voice and video.
- Participates in the IT Service Desk to provide second and third line support to customer faults and requests communicating with third partly supplier where necessary.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Job description
Job responsibilities
- Supports the Network Services Manager to ensure that the network infrastructure and related components delivers the intended services to users at its designed optimum level.
- Investigates and diagnoses complex network, security and telephony problems, working with customers, other staff and suppliers as appropriate. Resolves such problems, co-operating with the Technical Support team to maintain overall network performance and availability.
- Uses network management systems software and appropriate analysis tools to collect network load statistics, model performance and create reports including proposals for improvement.
- Uses network management systems software to create ad-hoc network models and complex network statistical analysis for management review.
- Using the appropriate standard procedures and tools, carries out defined tasks associated with the planning, design, installation, upgrade, operation and control and maintenance of local and wide area networks for communication of critical data, voice and video.
- Participates in the IT Service Desk to provide second and third line support to customer faults and requests communicating with third partly supplier where necessary.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Person Specification
Qualifications
Essential
Desirable
Attitude and Aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Experience
Essential
- Managing own project deliverables
- Experience of providing an out of hours support service to meet business needs
Desirable
- Mitel 3300 IP Controllers
- Mitel Nu-Point Messenger
- Mitel MiVoice Border Gateway,
- Checkpoint firewall
Skills
Essential
- In depth knowledge of up-to-date Networking, Security and Telecoms systems and services
Person Specification
Qualifications
Essential
Desirable
Attitude and Aptitude
Essential
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Experience
Essential
- Managing own project deliverables
- Experience of providing an out of hours support service to meet business needs
Desirable
- Mitel 3300 IP Controllers
- Mitel Nu-Point Messenger
- Mitel MiVoice Border Gateway,
- Checkpoint firewall
Skills
Essential
- In depth knowledge of up-to-date Networking, Security and Telecoms systems and services
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).
