IT Voice Engineer

at  Ashford and St Peters Hospitals NHS Foundation Trust

The post-holder will provide comprehensive technical expertise and support to maintain and expand all Trust’s IT/Telecommunications client device services. The post holder will be expected to assist with all aspects of the day-to-day administration and management of the IT Desktop\Telecoms environment as necessary.
The post holder with have a good IT and Telecommunications knowledge gained through relevant experience, will be required to work independently without supervision and will need to understand the complexity of the overall IT/Telephony infrastructure within the Trust.
This post may require participating in an Out of Hours On-call service in the future, dependant on the business needs, but this is TBC.

Provide an on-site support service to the IT/Telecoms systems in use throughout the Trust.
Responsible for supporting IT and Telecommunication systems, using your knowledge and experience to identify and resolve a wide range of network, telephony and computer issues
Provide a full range of telephony service provisions to the Trust in all the general areas of telephony and its associated systems which include, traditional TDM and VoIP Telephony, Voicemail, Call Logging, IVR & Contact Ctr Solutions, Paging, Mobiles and Call Recording
Install, commission, and maintain computerised hardware and software systems and telecommunications solutions, including cabling infrastructure
Ad-hoc maintenance and project support may be required from time to time for other NHS Health Communities outside of any Service Level Agreements as agreed by the Telecommunications Manager
Liaise with suppliers to obtain quotations and procure equipment using the Trust’s procurement solution
Organise and plan enhancements and upgrades, some of which may be ongoing, to existing applications and hardware when required by following the change control procedure
Ensure that comprehensive technical and system documentation is established, updated, and always maintained
Assist with the build, design, configuration, integration and testing of new IT/telephony software and hardware ensuring they meet service user specification
Handle the day-to-day request, procurement, receiving, building, deployment, repair and recharging of expensive Trust equipment
Diagnose and fix complex faults or recommend suitable solutions recognising the implications to the end user and technical teams. Long periods of concentration will be required to analyse and fix such issues with the possibility of being interrupted due to serious technical incidents
Provide technical support and training as required, to all users connected to the Trust’s IT and Telecoms Infrastructure, using appropriate diagnostic tools and fault-finding techniques to identify root causes and working resolutions
Responsible to continually maintain telephony systems and databases and manipulate data to provide statistical and performance reports for service users and Digital Services management
Responsible for ensuring all new and repaired equipment are thoroughly tested and fit for purpose before delivery to service users
Support the IT Team/Digital Services department by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work
Assist the Telecoms Manager with implementation of telephony policies and recommend improvement changes to the service and systems which impacts the Trust
Training and Education
Take personal responsibility in ensuring all ASPH NHS Foundation Trust mandatory training is attended and completed as required and on time
The IT Voice Engineer will be working towards or have achieved relevant Microsoft Certifications and/or Telecoms qualifications
Provide telephony systems training to peers and junior staff members
Proactively stay informed on new technologies and developments and document the use of new technologies which impact all service users and peers
Personal and Professional Development
Attend relevant education, training and study days as required
Maintain an awareness of changes to software, hardware, and technologies plus potential opportunities to improve the use of technology by ASPH NHS Foundation Trust
To participate in internal forums and meetings as required and contribute information regarding the projects they are involved in
Acquire and maintain detailed knowledge of technologies so that enquiries can be clearly and quickly addressed
Uses judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for incidents and problems not progressing satisfactorily
Communications and Engagement
Ability to clearly advise and instruct End Users using the service & keep them always up-to-date and informed on the progress of these requests
Ability to communicate complex information well with the other technical supports teams when escalating requests or seeking assistance or guidance
Use persuasive skills and diplomacy when dealing with and resolving conflicting requirements, so that all departments co-operate with the timing of planned work
Other
Maintain a good working relationship with the Service Desk Team and support the analysts where required
Assist patients and visitors during incidental contact
Support the Service Desk agents during busy periods when required, to ensure effectiveness of the team and overall support to the IT and Telecoms teams
Be physically able to occasionally lift, carry and move technical equipment for short periods of time during the da