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 around the Trust. The post holder must demonstrate relevant networking skills in order to maintain, review, develop and assist with the implementation of telecommunications systems across the organisation.

Main duties of the job

The post holder will deputise for the Telecomms/Infrastructure Manager in his absence and assist in the development of the Trust’s Telecommunications systems.

The post holder must establish good working relationships within the UC/Telecommunications Team and amongst staff and clients within the Trust.

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 Trust.

The post holder will be required to work out of hours on a rota basis with the UC & Voice Infrastructure Manager.

About us

Northampton General Hospital 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.

Date posted

29 December 2022

Pay scheme

Agenda for change

Band

Band 5

Salary

£27,055 to £32,934 a year Per Annum

Contract

Fixed term

Duration

6 months

Working pattern

Full-time

Reference number

265-4881634

Job locations

Northampton General Hospital

Cliftonville

Northampton

NN1 5BD

Job description

Job responsibilities

ROLE AND RESPONSIBILITIES

To provide assistance, advice, and fault resolution to users of Trust Voice & Telecomms equipment, systems, and network, working to agreed SLAs.

To configure, audit, procure and install new UC Voice & Telecomms equipment including security marking and completion of inventory forms.

Assist in replacement and upgrading of existing Voice & Unified Communications equipment throughout the Trust including all Mobile Devices and MDM platforms.

Produce, maintain and update new and existing standard operational procedure documentation within Unified Communications.

To dispose of redundant Voice & Telecomms equipment in accordance with Trust procedures and under the guidance of the UC & VOIP Infrastructure Manager.

To assist with all general Voice & Telecomms systems support and housekeeping tasks.

To provide technical telecommunications and unified communications expertise to the staff and clients of Northampton General Hospital ensuring a highly professional and effective telephone support is provided by resolving incidents in line with service level agreements.

The post holder will deputise for the UC VOIP Infrastructure Manager attending meetings, producing reports, organising workloads and resolving conflicting priorities.

The post holder will be responsible for the configuration and support of the following UC/Telecommunications areas:

Avaya System & Session Manager

Avaya Aura Messaging (Voicemail)

Netcall Contact Centre & Auto Attendant

Call Logging Systems

Avaya Call Recorder

Avaya Voice & Video Collaboration

PSTN Lines / Circuits

SIP Trunks and Traces

Unified Paging System

Unified Electronic Fax System

GSM Gateways

Avaya Presence

Avaya Equinox

SIP, H323 and Analogue Telephones.

Avaya Multimedia Instant Messaging.

Avaya Equinox Attendant Servers/Clients.

The post holder will analyse, investigate and resolve complex IT UC Telecomms queries and issues/problems e.g. interpreting systems errors and identifying an appropriate solution from a range of options; research complex IT UC Telecomms faults via reference material (e.g. technical websites or documentation).

The post holder will be responsible to ensure all UC/Voice Backups are checked and carried out on a regular basis and ensure the validity of those backups are in accordance with the Trusts policy and procedure.

Voice and Unified Communications employees may be required to work on any of the Northampton General Hospital sites, as directed by the UC/Voice Infrastructure Manager

To scope and deliver Telecommunications related projects such as VOIP (Voice over IP) & SIP deployment including the specification of hardware and software required along with connectivity issues

Utilise remote access technology, knowledge and search & diagnostic tools (knowledge base and case-based reasoning) to close calls, triage and/or escalate to 3rd party suppliers and/or to the UC/Voice Infrastructure Manager

To identify Avaya Telecoms system/network failures, supplying precise and accurate information and support to minimise impact and costs in downtime.

To provide advice in supporting the UC/VOIP Telecomms Technicians out in the Trust enabling a quick and effective resolution to problems.

Ensure all the Trusts telephony related systems are fully documented and all information is shared with colleagues, UC/Voice Infrastructure Manager including IT on-call. Audit systems on a defined basis to ensure that system security is maintained.

Using specialist technical expertise and experience, the post holder will work with the UC / Voice Infrastructure Manager in the design, planning, development, implementation, testing and documentation of all new Voice technologies for the Trust.

The post holder to liaise with other IT teams, sharing knowledge, working together and providing training where necessary to ensure the best possible service is provided.

To work with the UC/Voice Infrastructure Manager aligned to NHS requirements regarding principles and policies.

Review internal UC Telecommunications procedures on a regular basis to ensure that they are up-to-date and accurate. Propose and implement alterations and changes where necessary.

PROJECT WORK

The post holder will be responsible for planning, coordinating, monitoring and reporting on complex and specialist UC/Telecommunications Infrastructure projects and/or programmes of work that will affect all areas of the Trust.

The post holder will act as technical project lead when required for projects requiring input from the IT Service Development or Service Delivery team.

.

INCIDENT AND PROBLEM MANAGEMENT

The post holder will adhere and work to the departments Incident Management Processes for resolving incidents that are escalated to 3rd Line UC Telecomms Team for advice/action. Ensuring that the Incident Management System is used effectively to ensure all details of actions and contact are recorded appropriately.

The post holder will be responsible for ensuring that efficient resolution of faults and customer feedback is addressed as a matter of priority.

The post holder will 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 IT Service Desk via their team leader/manager.

The post holder will be responsible for logging of faults/warranty claims with system and hardware support vendors.

CHANGE MANAGEMENT

The post holder will be responsible for ensuring that all Unified Communications & VOIP infrastructure changes are processed through the departments change management process.

The post holder will also be responsible for ensuring that all UC & VOIP infrastructure changes are documented and presented to the departments Change Advisory Board (CAB).

Information Governance:

The post holder will be collectively responsible for ensuring 3rd party suppliers who require remote access complete the appropriate assessments and checklists.

The post holder will ensure compliance with and enforce the Information Governance (IG) legislation (e.g., Data Protection Act 1998 and Computer Misuse Act 1998) at all times.

Communication and relationship skills:

The post holder must be able to develop and maintain communication with people on highly complex matters, highly complex multi-stranded technical issues and ideas in complex situations. Be articulate at communicating highly complex technical matters to senior non-technical staff clearly and in a manner whereby they are able to fully able to understand the issues, utilising both written and verbal communication skills.

The post holder will be required to use their communications skills to persuade and negotiate at a senior level to influence the decision making process, such as negotiating IT training priorities or IT systems design.

The post holder must be able to train others within the IT department and other NHS organisations in their own specialist areas of IT. Training materials, presentations and job shadowing will be used as part of this process

Job description

Job responsibilities

ROLE AND RESPONSIBILITIES

To provide assistance, advice, and fault resolution to users of Trust Voice & Telecomms equipment, systems, and network, working to agreed SLAs.

To configure, audit, procure and install new UC Voice & Telecomms equipment including security marking and completion of inventory forms.

Assist in replacement and upgrading of existing Voice & Unified Communications equipment throughout the Trust including all Mobile Devices and MDM platforms.

Produce, maintain and update new and existing standard operational procedure documentation within Unified Communications.

To dispose of redundant Voice & Telecomms equipment in accordance with Trust procedures and under the guidance of the UC & VOIP Infrastructure Manager.

To assist with all general Voice & Telecomms systems support and housekeeping tasks.

To provide technical telecommunications and unified communications expertise to the staff and clients of Northampton General Hospital ensuring a highly professional and effective telephone support is provided by resolving incidents in line with service level agreements.

The post holder will deputise for the UC VOIP Infrastructure Manager attending meetings, producing reports, organising workloads and resolving conflicting priorities.

The post holder will be responsible for the configuration and support of the following UC/Telecommunications areas:

Avaya System & Session Manager

Avaya Aura Messaging (Voicemail)

Netcall Contact Centre & Auto Attendant

Call Logging Systems

Avaya Call Recorder

Avaya Voice & Video Collaboration

PSTN Lines / Circuits

SIP Trunks and Traces

Unified Paging System

Unified Electronic Fax System

GSM Gateways

Avaya Presence

Avaya Equinox

SIP, H323 and Analogue Telephones.

Avaya Multimedia Instant Messaging.

Avaya Equinox Attendant Servers/Clients.

The post holder will analyse, investigate and resolve complex IT UC Telecomms queries and issues/problems e.g. interpreting systems errors and identifying an appropriate solution from a range of options; research complex IT UC Telecomms faults via reference material (e.g. technical websites or documentation).

The post holder will be responsible to ensure all UC/Voice Backups are checked and carried out on a regular basis and ensure the validity of those backups are in accordance with the Trusts policy and procedure.

Voice and Unified Communications employees may be required to work on any of the Northampton General Hospital sites, as directed by the UC/Voice Infrastructure Manager

To scope and deliver Telecommunications related projects such as VOIP (Voice over IP) & SIP deployment including the specification of hardware and software required along with connectivity issues

Utilise remote access technology, knowledge and search & diagnostic tools (knowledge base and case-based reasoning) to close calls, triage and/or escalate to 3rd party suppliers and/or to the UC/Voice Infrastructure Manager

To identify Avaya Telecoms system/network failures, supplying precise and accurate information and support to minimise impact and costs in downtime.

To provide advice in supporting the UC/VOIP Telecomms Technicians out in the Trust enabling a quick and effective resolution to problems.

Ensure all the Trusts telephony related systems are fully documented and all information is shared with colleagues, UC/Voice Infrastructure Manager including IT on-call. Audit systems on a defined basis to ensure that system security is maintained.

Using specialist technical expertise and experience, the post holder will work with the UC / Voice Infrastructure Manager in the design, planning, development, implementation, testing and documentation of all new Voice technologies for the Trust.

The post holder to liaise with other IT teams, sharing knowledge, working together and providing training where necessary to ensure the best possible service is provided.

To work with the UC/Voice Infrastructure Manager aligned to NHS requirements regarding principles and policies.

Review internal UC Telecommunications procedures on a regular basis to ensure that they are up-to-date and accurate. Propose and implement alterations and changes where necessary.

PROJECT WORK

The post holder will be responsible for planning, coordinating, monitoring and reporting on complex and specialist UC/Telecommunications Infrastructure projects and/or programmes of work that will affect all areas of the Trust.

The post holder will act as technical project lead when required for projects requiring input from the IT Service Development or Service Delivery team.

.

INCIDENT AND PROBLEM MANAGEMENT

The post holder will adhere and work to the departments Incident Management Processes for resolving incidents that are escalated to 3rd Line UC Telecomms Team for advice/action. Ensuring that the Incident Management System is used effectively to ensure all details of actions and contact are recorded appropriately.

The post holder will be responsible for ensuring that efficient resolution of faults and customer feedback is addressed as a matter of priority.

The post holder will 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 IT Service Desk via their team leader/manager.

The post holder will be responsible for logging of faults/warranty claims with system and hardware support vendors.

CHANGE MANAGEMENT

The post holder will be responsible for ensuring that all Unified Communications & VOIP infrastructure changes are processed through the departments change management process.

The post holder will also be responsible for ensuring that all UC & VOIP infrastructure changes are documented and presented to the departments Change Advisory Board (CAB).

Information Governance:

The post holder will be collectively responsible for ensuring 3rd party suppliers who require remote access complete the appropriate assessments and checklists.

The post holder will ensure compliance with and enforce the Information Governance (IG) legislation (e.g., Data Protection Act 1998 and Computer Misuse Act 1998) at all times.

Communication and relationship skills:

The post holder must be able to develop and maintain communication with people on highly complex matters, highly complex multi-stranded technical issues and ideas in complex situations. Be articulate at communicating highly complex technical matters to senior non-technical staff clearly and in a manner whereby they are able to fully able to understand the issues, utilising both written and verbal communication skills.

The post holder will be required to use their communications skills to persuade and negotiate at a senior level to influence the decision making process, such as negotiating IT training priorities or IT systems design.

The post holder must be able to train others within the IT department and other NHS organisations in their own specialist areas of IT. Training materials, presentations and job shadowing will be used as part of this process

Person Specification

Educations, Training and Qualifications

Essential

  • ITIL Foundation Certificate.
  • Diploma in IT discipline or equivalent experience.

Desirable

  • Management qualification, or membership of a professional organisation. e.g. Avaya Certification ACIS, ACSS, ACSE.
  • Degree level education or equivalent experience.

Knowledge and Experience

Essential

  • Experience of Unified Communications, Voice & or Mobile Device Management.
  • Experience of working collaboratively with internal and external agencies.
  • Experience of delivering infrastructure projects.
  • Sound technical knowledge of unified communications, VOIP technologies, Mobile Device Management and backups.
  • Experience of dealing with environmental issues with regard to UC & Telecommunications management.
  • Good working knowledge of current UC & telecommunications technologies.
  • Good working knowledge of Voice over Internet Protocol & Session Initiation protocol.

Desirable

  • Awareness of financial principles.
  • Extensive knowledge of relevant VoIP, SIP & IT, business processes and working practices.

Skills

Essential

  • Strong technical skills.
  • Strong interpersonal skills and ability to develop and maintain effective relationships.
  • Proven analytical and problem solving skills.
  • Excellent communication and motivational skills.
  • Leadership qualities to achieve service management excellence.
  • Excellent inter-personal skills.
  • Undertake decision making based on a highly complex range of facts and situations which will often require advanced analysis and interpretation.

Key Competencies, Personal Qualities and Attributes

Essential

  • Ability to lead, develop and work within a team environment.
  • Able to work under own initiative and with good judgement at all times.
  • Ability to prioritise own workload and that of staff, exercising discretion as to the degree of urgency and importance.
  • Ability to be able to deal with and respond effectively to unplanned interruptions.
  • Ability to balance the UC & Telecommunications needs internal to the organisation with those external to the organisation.
  • Ability to work with and across multiple services and, or agencies.
  • Able to display and communicate a breadth of vision.
  • Confidently able to solve problems with innovation and creativity.
  • Enjoys a high pressure, challenging environment.
  • Customer focused.
  • Good interpersonal and communication skills.
  • Professional approach with staff and users.
  • Able to work under pressure.
  • Flexibility and an ability to cope with a changing environment.

Desirable

  • Demonstration of personal development within UC & Telecommunications.
Person Specification

Educations, Training and Qualifications

Essential

  • ITIL Foundation Certificate.
  • Diploma in IT discipline or equivalent experience.

Desirable

  • Management qualification, or membership of a professional organisation. e.g. Avaya Certification ACIS, ACSS, ACSE.
  • Degree level education or equivalent experience.

Knowledge and Experience

Essential

  • Experience of Unified Communications, Voice & or Mobile Device Management.
  • Experience of working collaboratively with internal and external agencies.
  • Experience of delivering infrastructure projects.
  • Sound technical knowledge of unified communications, VOIP technologies, Mobile Device Management and backups.
  • Experience of dealing with environmental issues with regard to UC & Telecommunications management.
  • Good working knowledge of current UC & telecommunications technologies.
  • Good working knowledge of Voice over Internet Protocol & Session Initiation protocol.

Desirable

  • Awareness of financial principles.
  • Extensive knowledge of relevant VoIP, SIP & IT, business processes and working practices.

Skills

Essential

  • Strong technical skills.
  • Strong interpersonal skills and ability to develop and maintain effective relationships.
  • Proven analytical and problem solving skills.
  • Excellent communication and motivational skills.
  • Leadership qualities to achieve service management excellence.
  • Excellent inter-personal skills.
  • Undertake decision making based on a highly complex range of facts and situations which will often require advanced analysis and interpretation.

Key Competencies, Personal Qualities and Attributes

Essential

  • Ability to lead, develop and work within a team environment.
  • Able to work under own initiative and with good judgement at all times.
  • Ability to prioritise own workload and that of staff, exercising discretion as to the degree of urgency and importance.
  • Ability to be able to deal with and respond effectively to unplanned interruptions.
  • Ability to balance the UC & Telecommunications needs internal to the organisation with those external to the organisation.
  • Ability to work with and across multiple services and, or agencies.
  • Able to display and communicate a breadth of vision.
  • Confidently able to solve problems with innovation and creativity.
  • Enjoys a high pressure, challenging environment.
  • Customer focused.
  • Good interpersonal and communication skills.
  • Professional approach with staff and users.
  • Able to work under pressure.
  • Flexibility and an ability to cope with a changing environment.

Desirable

  • Demonstration of personal development within UC & Telecommunications.

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) .

Additional information

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) .