Job summary
The primary objective of this role is to provide second and third line support to users within the hospital and to Voice & Telecomms projects, dealing with a varied range of hardware/software and Voice & Telecomms faults to resolution.
The role will require specialist technical knowledge specifically focused on Voice over IP (internet protocol) and SIP (session initiation protocol), call recording and call logging primarily based on Avaya technologies and various Unified Communication applications used across the group. The post holder must demonstrate relevant networking skills in order to maintain, review, develop and assist with the implementation of telecommunications systems across the UHN group of hospitals.
All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites will be required. Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.
Main duties of the job
The post holder must establish good working relationships within the UC/Telecommunications Team and amongst staff and clients across the UHN group.
The post holder will ensure that all UC & VOIP infrastructure changes are processed through the IT departments change management process.
To scope and deliver Telecommunications related projects such as Voice over IP/SIP deployment including the specification of hardware and software required along with connectivity issues. Other projects such a Mobile Device Management would also be required and taken forward for the group.
The post holder will be required to work out of hours on a rota basis with the Unified Communications Team across the UHN group of hospitals.
About us
University Hospitals of Northamptonshire is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds.This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals
Job description
Job responsibilities
The post holder will a senior member of the Groups technical support function that provides Unified Communications technical support and consultancy.
The post holder is responsible for the management of the Groups mobile phone estate. This will also include the management of the Groups Mobile Device Management (MDM) platforms and clinical mobile devices.
The post holder will be responsible for analysing, investigating and resolving ICT queries and issues/problems e.g. interpreting system errors and identifying an appropriate solution from a range of options; research complex ICT faults via reference material (e.g. technical websites or documentation).
The post holder contributes to daily operations of the Unified Communication infrastructure through proactive maintenance and operations of the Groups PABX rooms, communications rooms and wiring rooms.
The post holder will be responsible for checking that daily backups are completed and ensure the validity of those backups in accordance with policy and procedure.
The post holder will identify and contribute for Unified Communications based Problem Management in line with Information Technology Infrastructure Library (ITIL) principles.
Ensure the Unified Communications team maintains a high standard with regards to the efficient and effective resolution of faults and customer feedback are addressed as a matter of priority.
Adhere and work to the ICT Incident Management Processes for resolving Incidents that are escalated to the Unified Communications team for advice/action. Ensuring that the Incident Management System is used effectively to ensure all details of actions and contact are recorded appropriately.
Monitor, respond and action Service Call Queues for the Unified Communications team efficiently and effectively as a part of daily operations.
Ensure that all service impacting incidents and changes are communicated clearly to the business and internally within the department to the appropriate team managers and to the Service Desk via their manager.
The post holder will provide access to the telephone switch rooms and the distribution points.
Logging of faults/warranty claims with system and hardware support vendors.
The post holder will be responsible for contributing to ensure that the Group has active maintenance support contracts in place for key infrastructure.
Provide assistance to the Group on Unified Communications.
The post holder will be responsible for contributing to ensure that all risks and issues relating to Unified Communications are fully documented.
Job description
Job responsibilities
The post holder will a senior member of the Groups technical support function that provides Unified Communications technical support and consultancy.
The post holder is responsible for the management of the Groups mobile phone estate. This will also include the management of the Groups Mobile Device Management (MDM) platforms and clinical mobile devices.
The post holder will be responsible for analysing, investigating and resolving ICT queries and issues/problems e.g. interpreting system errors and identifying an appropriate solution from a range of options; research complex ICT faults via reference material (e.g. technical websites or documentation).
The post holder contributes to daily operations of the Unified Communication infrastructure through proactive maintenance and operations of the Groups PABX rooms, communications rooms and wiring rooms.
The post holder will be responsible for checking that daily backups are completed and ensure the validity of those backups in accordance with policy and procedure.
The post holder will identify and contribute for Unified Communications based Problem Management in line with Information Technology Infrastructure Library (ITIL) principles.
Ensure the Unified Communications team maintains a high standard with regards to the efficient and effective resolution of faults and customer feedback are addressed as a matter of priority.
Adhere and work to the ICT Incident Management Processes for resolving Incidents that are escalated to the Unified Communications team for advice/action. Ensuring that the Incident Management System is used effectively to ensure all details of actions and contact are recorded appropriately.
Monitor, respond and action Service Call Queues for the Unified Communications team efficiently and effectively as a part of daily operations.
Ensure that all service impacting incidents and changes are communicated clearly to the business and internally within the department to the appropriate team managers and to the Service Desk via their manager.
The post holder will provide access to the telephone switch rooms and the distribution points.
Logging of faults/warranty claims with system and hardware support vendors.
The post holder will be responsible for contributing to ensure that the Group has active maintenance support contracts in place for key infrastructure.
Provide assistance to the Group on Unified Communications.
The post holder will be responsible for contributing to ensure that all risks and issues relating to Unified Communications are fully documented.
Person Specification
Education, Training & Qualification
Essential
- Educated to Degree education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of the provision of Health Services
- Avaya Communications Manager Certified
Knowledge & Experience
Essential
- Evidence of continuing professional development.
- Knowledge of Avaya telephony.
- Knowledge of MDM solutions and the management of devices, apps and policies within these platforms.
- Good technical background with proven ability to provide 3rd line support for Unified Communications.
- Experience of delivering Unified Communications preferably in the public sector.
- Experience in contributing to ICT service delivery functions (preferably in an NHS environment)
- Experience in contributing to the success of a multi-disciplinary team as effective team member.
- Sufficient knowledge of NHS/Government policies, strategies, and organisational relationships in relation to Unified Communications and be able to be able to advise stakeholders and develop proposals for the Unified Communications.
- Experience of contributing to the development of policies and procedures.
- Experience of contributing to the implementation of change.
Desirable
- Knowledge of managing vendor agnostic network services to including but not limited to, on-premises, mobile, remote and cloud services, along with experience of radio-paging systems.
- Knowledge of wired and wireless networks.
- Experience of working within the agile methodology.
- Knowledge of Avaya Communications Manager, Avaya Session Manager or Avaya Systems Manager
- Knowledge or experience of Call Recording solutions, Call Logging solutions or MDM solutions
Skills
Essential
- Good verbal and written communication and presentation skills suitable for a range of audiences.
- Able to clearly manage priorities for self, staff and teams in order to meet targets.
Key Competencies, Personal Qualities and Attributes.
Essential
- Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users.
- Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage.
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver.
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver.
- Able to perform confidently in stressful situations.
- Honesty and professional integrity.
- Commitment to personal development and development of staff.
- Can constructively challenge and effectively manage conflict to reach a positive conclusion .
- Passionate commitment to embedding diversity and equality internally and externally.
- Ability to travel between the Kettering and Northampton Hospital sites and other sites across the Group (where potholders are required to travel as part of their role).
- Ability to participate in an On-Call rota.
Person Specification
Education, Training & Qualification
Essential
- Educated to Degree education or equivalent level or equivalent experience delivering Digital services
Desirable
- Knowledge of the provision of Health Services
- Avaya Communications Manager Certified
Knowledge & Experience
Essential
- Evidence of continuing professional development.
- Knowledge of Avaya telephony.
- Knowledge of MDM solutions and the management of devices, apps and policies within these platforms.
- Good technical background with proven ability to provide 3rd line support for Unified Communications.
- Experience of delivering Unified Communications preferably in the public sector.
- Experience in contributing to ICT service delivery functions (preferably in an NHS environment)
- Experience in contributing to the success of a multi-disciplinary team as effective team member.
- Sufficient knowledge of NHS/Government policies, strategies, and organisational relationships in relation to Unified Communications and be able to be able to advise stakeholders and develop proposals for the Unified Communications.
- Experience of contributing to the development of policies and procedures.
- Experience of contributing to the implementation of change.
Desirable
- Knowledge of managing vendor agnostic network services to including but not limited to, on-premises, mobile, remote and cloud services, along with experience of radio-paging systems.
- Knowledge of wired and wireless networks.
- Experience of working within the agile methodology.
- Knowledge of Avaya Communications Manager, Avaya Session Manager or Avaya Systems Manager
- Knowledge or experience of Call Recording solutions, Call Logging solutions or MDM solutions
Skills
Essential
- Good verbal and written communication and presentation skills suitable for a range of audiences.
- Able to clearly manage priorities for self, staff and teams in order to meet targets.
Key Competencies, Personal Qualities and Attributes.
Essential
- Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users.
- Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage.
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver.
- Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver.
- Able to perform confidently in stressful situations.
- Honesty and professional integrity.
- Commitment to personal development and development of staff.
- Can constructively challenge and effectively manage conflict to reach a positive conclusion .
- Passionate commitment to embedding diversity and equality internally and externally.
- Ability to travel between the Kettering and Northampton Hospital sites and other sites across the Group (where potholders are required to travel as part of their role).
- Ability to participate in an On-Call rota.
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).
