Telecommunications Engineer

at  West Midlands Ambulance Service University NHS Foundation Trust

Service Delivery Management Provide a comprehensive technical and administrative support service within the IT Telecommunications section of the IM&T department, including production of correspondence, reports and other appropriate documentation, on own initiative as appropriate. Configure and install Telecommunications software including end-user demonstrations and support where necessary. Provide technical support for all fixed and mobile telephony users within WMAS. Guaranteeing integrity and confidentiality of information delivered to and sent by users in line with the Trusts and NHS policies.
Communicating effectively using electronic, verbal, and written word, as required with users and IT Staff, particularly in regard to emergencies, quality control and support, restrictions on or withdrawal of services, routine and unscheduled maintenance and the introduction of major amendments to the provision of services such as upgrades of equipment and software. Investigate all appropriate means to improve service levels whilst minimising investment requirements, recommend new or revised policies or procedures and implement specific improvements within scope of responsibility. Confident working independently or as part of a team in the deployment and planning of service projects, by use of appropriate computer software. Implement training documentation and deliver training to staff in the use of IT and telephony equipment.
Complete research in own area of practice, including evaluation of new equipment. Contributes to the development and implementation of relevant IT policies regarding telephony and mobile usage across the Trust. Participate in regular business continuity tabletop exercises. Supplier Management Assisting the Telecommunications Manager in obtaining and evaluating quotations from suppliers of equipment, software, transmission services and other services for Telecommunications networks.
Monitoring and reviewing performance, availability, incidents and proposing and implementing improvements. Assisting in negotiating and reviewing of service contracts and SLAs with key suppliers. Liaising with technical personnel regarding problem resolution in the event of service or component failure. Where the service is provided by an external supplier, review the contract to provide the agreed service level, establish problem resolution procedures and define the consequences of non-compliance; not withstanding contractual terms, ensure that contingency plans take sufficient account of potential failures in supply.
Ensures that supplier access to systems is in line with the Trusts security policy and that physical access to critical areas are monitored. Maintain device stock control via computerised records. Monitoring and Reporting Monitor telephone facilities to ensure accurate and timely gathering of data about performance regarding utilisation and errors. Using performance data to ensure that appropriate action is taken in a timely fashion to avoid service degradation or failure.
Monitoring security of all systems and networks within a proactive security scheme to avoid security breaches, including implementing and maintaining a log in line with the Trust and NHS security policies with appropriate action as required. Monitoring the Trust IT Helpdesk facility to ensure departmental compliance with internal SLAs. Using the telephone switch and call centre software to manage and support the communications systems within operational environments. Using spreadsheets, databases and other Trust based software to support reporting responsibilities.
Problem Management Reporting acute service delivery problems to the Telecommunications Manager and to the Heads of Departments effected. Reporting chronic service delivery problems and suggested approaches to resolution to the Telecommunications Manager so that appropriate actions can be initiated. Ensuring that all IT personnel are aware of problems, potential problems and known errors so that they can assist with resolution. Work under own initiative in preventing occurrence of incidents through activities such as identifying suspect components, monitoring systems being developed and preventing problems in one system being replicated in others across all Trust IT systems.
Report and advise on the quality of services, systems and support being provided to users, suppliers, comparing against agreements when appropriate. Respond to and resolve faults on IT systems including supporting users on Trust sites across the region in line with agreed SLAs. Maintains security and integrity of all Telecommunication systems. Work with other IT Staff to document procedure and changes.
Must ensure that adequate backups are taken for all Telecommunication systems. Participates in IT Hardware and Software Audit and refresh when requested. Must account for quality, security, availability, integrity and safety, utilising as appropriate specialised techniques, tools, methods and standards. Must be competent planning and implementing project activities and tasks.
Ensuring that all problems reported are correctly documented and recorded on the Trust IT Service Desk software. Additional Information Ensures compliance with relevant Legislations. e.g. Data Protection, Software Misuse Act and Copyright Act Ensures compliance with Trust policy.
Meeting attendance relevant to the post. Comply with manual handling of IT & Communications equipment on a daily basis. Travel will be required on an occasional basis to various Trust premises. The post holder will be required to adapt and undertake different or new duties in line with professional and service developments.
Undertakes other duties, tasks, projects, commensurate with purpose and grade of post may be determined from time to tim

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