Unified Communications Technician

Job description

Job responsibilities

Main Duties

• 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.

Management and Leadership

• Work closely with the Clinical Systems team and Digital Transformation and Innovation team on upgrades and policies/procedures.
• Contribute to the implementation of the Group Digital Strategy, in line with Group, national priorities and initiatives.
• Have high-level awareness of the financial performance of Unified Communications, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements.
• Deputise for the Unified Communications Team Leader as necessary and where appropriate.

Technical Service Delivery

• The post holder will be responsible for Mobile Device Management platforms and the management of devices within it. This will include the testing and deployment of apps that have been through the Groups change and configuration management processes.
• The post holder will have experience of managing and supporting people and Avaya telecommunications platforms.
• The post holder will be responsible for expensive digital equipment and leading on the configuration, testing, software, repair, and maintenance.
• Will have some knowledge and responsibility for the Groups Red Phone backup telephone systems, ensuring that this is regularly tested, documented and that the operational team have details of all extension numbers.
• Will have some knowledge and responsibility of the Groups two-way bleep system. Ensuring that the bleep system works reliably and that coverage for the bleep system is considered as part of any new builds or modification of existing buildings in the Group.
• Make contributions to the delivery of progressive solutions, which consider models of best practice, are incorporated into service plans.
• Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
• Ensuring that standard changes are documented and have annually updated communication plans attached and that change schedules are pre-approved at CAB as appropriate annually.
• Ensure that all emergency changes relating Unified Communications Infrastructure are presented at either an emergency convening of CAB where appropriate or as a retrospective change request at a scheduled CAB meeting.
• Report back on successful, deferred, or failed changes to CAB.
• Ensuring that Unified Communications infrastructure Configuration Management Database (CMDB) is kept accurate and up to date throughout the asset life cycle and ensure that all capital assets are recorded on the Capital Asset Register.
• Ensure that the ICT Service Catalogue and other Unified Communications Infrastructure configuration documentation, procedures and processes are kept up to date with regular reviews.

Performance

• Contribute to the delivery of performance standards for the Unified Communications team, including KPIs, having awareness of achievement against these, assist in reviewing working practices and contribute to devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
• Ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Unified Communications team to provide efficient and optimised digital services.
• Work closely with the hardware and software asset analyst to ensure that software licence usage is managed within authorised limits, and that regular compliance auditing is undertaken to assure that the Group does not breach contractual or legal obligations.

Advice, guidance, and partnerships

• Provide technical and professional assistance regarding the Groups Unified Communications.
• Represent the Digital portfolio at within the Group, developing partnerships, sharing best practice, and integrating knowledge across the Group.
• Build good relationships and ensure effective ICT partnerships with other organisations across the ICS, locally, regionally, and nationally.
• Forming constructive relationships with suppliers to optimise the delivery of solutions.

Policies and procedures

• Contribute to ensure the Unified Communications team has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements.
• Ensure that a full and current inventory of all Digital assets is maintained and utilised appropriately.

Professional and Personal Development

• The post holder will need to develop and maintain an awareness of developments and legislation relevant to the service area and contribute to efforts to ensure that each function reflects current professional guidance and standards.
• The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Unified Communications Team Leader.

Role Requirements

• We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group
• Frequent VDU use is required for this post.
• Frequent concentration will be required on a wide variety of complex issues throughout the day. The post holder will frequently have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action.
• The post holder will participate in and facilitate meetings, which require a high level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees.
• Exposure to unpleasant working conditions or hazards is likely for this role.
• Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.)
• The post holder will be required to be part of an on-callrota for the ICT function.

Person Specification

Education, Training & Qualifications

Essential

• Educated to Degree level or equivalent level or equivalent experience delivering Digital services

Desirable

• Cisco Certified Network Associate (CCNA) or equivalent experience
• Knowledge of the provision of health services

Knowledge & Experience

Essential

• Evidence of continuing professional development
• Knowledge of 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 working within multi-disciplinary teams
• 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
• Knowledge of network and data security
• Knowledge & experience of a variety of technology platforms (e.g., server virtualisation, client-server architecture, data networking, TCP/IP & internet, cloud services & solutions, messaging, security, and mobility)
• Experience of working within the agile methodology

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 & 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
• Able to establish credibility
• 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 to the Northampton Hospital site and to other sites across the Group
• 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.

Certificate of Sponsorship

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).

Employer details

Employer name

Northampton General Hospital

Address

Northampton General Hospital

Cliftonville Road

Northampton

NN1 5BD

Employer's website

https://www.northamptongeneral.nhs.uk/Home.aspx (Opens in a new tab)