Overview of the role
Responsible for the management and on-going delivery of network and voice services across the business. The role ensures the 1st line team have the necessary skills to support callers and acts as an escalation point to deliver an expert 2nd line response and provides 3rd line infrastructure support to the business.

THE ROLE IS HYBRID WORKING WITH 3 DAYS IN THE OFFICE, AND 2 DAYS WORKING FROM HOME. OCCASIONAL TRAVEL TO BESTWAY SITES MAY BE REQUIRED

Main Responsibilities

• Management and operation of the Cisco Meraki platform, ensuring all retail sites are operational where possible and where not, work closely within the IT team and suppliers to ensure issues are resolved in line with expected service levels.
• Management and daily operation of the 3rd Party cloud hosted VOIP telephony platform (Cisco WebEx), supporting general system configuration: Back Office & Call Centre, IVR, Routing, Hunt Groups, Call Recording.
• Daily operation of the monitoring platform SolarWinds, ensuring all event alerting is configured as necessary, working with the application specialist to ensure events are triggered to the appropriate teams to ensure infrastructure availability is met and any new services captured and configured.
• Work closely with the service desk to ensure they have the knowledge and capabilities to provide 1st line support on the above-mentioned services, ensuring documentation and training remains up to date and relevant.
• Work with the 2nd line Desktop support team to provide an expert 2nd line service to tickets escalated from the service desk, maintaining the BAU call queue, ensuring tickets are updated and managed accordingly.
• Work closely with the service management team to ensure the network services supplier delivers the expected levels of service, ensuring KPIs and SLAs are achieved as expected.
• Work to identify and deliver root cause & service improvements to network and voice services.
• Work within the ITIL service operations framework to ensure best practice processes are executed as expected to ensure service availability is maintained.
• Work with the wider team to ensure requests for change from the network services supplier are assessed, and where necessary follow internal process to ensure the senior management team & change advisory board is consulted on any potential activities.
• Support the infrastructure team leader and wider IT team with project requirements and delivery of project activity.
• Support the delivery & implementation of policies and procedures to deliver continuous improvements in efficiency and effectiveness in line with industry best practice.

KEY KNOWLEDGE AND SKILLS REQUIRED FOR THE ROLE:

• Technically competent with current Network/Voice (VOIP) services and knowledgeable on emerging technologies/governance.
• Technical documentation writing.
• Proven experience of working in a customer facing 1st and 2nd line support role.
• Proven experience of supporting network and voice services at a 3rd line level.
• Excellent telephone manner and customer/ user handling experience.
• Proven experience of working with a ticket management system to manage all incidents and requests.
• Experience with Cisco Meraki, WebEx & SolarWinds would be advantageous.
  The Ideal Candidate
  Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we’ll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you.
  Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.
  About The Company
  For over 70 years, we’ve been looking after the health and wellbeing of communities across the UK. Well Pharmacy (part of Bestway Healthcare) is the second largest pharmacy chain in the UK with c.760 pharmacies and a team of around 7,000 colleagues based across our Community Pharmacies, Online Pharmacy, Healthcare Services Centre, Community Drivers, Bestway Medhub & Wardles team and our Support Centre team.
  Our mission is to be here for the wellbeing of our patients and customers, to provide the best community pharmacy experience in the UK for everyone, for our patients, our customers, our people, and our NHS.
  The pharmacy of the future will look very different from the one we know today. It will play a huge role in transforming primary healthcare and we will play a central role in bringing it to life.
  We will use our clinical expertise and technological ambition to take advantage of the potential this future has to offer us. Making medicines, advice, services and care available in the places and spaces that people need and want it most.
  We want to be a great business. To be recognised as delivering a community pharmacy experience that is the best there is. To do this we want our teams to feel proud about the positive impact they make, feel valued as part of a close-knit and expert community, and feel confident in their role in a business that is stable, innovative, and caring.