ICT Network

2 days ago

Stevenage UK, Hertfordshire, United Kingdom Hays Full time

Location- Stevenage

Salary- Up to 42K


Job Description:

The ICT Senior Network & Telephony Technical Engineer is a highly experienced and skilled professional responsible for providing expert-level technical support and guidance to IT teams and users. They play a critical role in ensuring the smooth operation and reliability of the IT infrastructure, systems, and applications. Moreover, they are responsible for providing expert-level technical support to users and resolving complex IT issues that cannot be resolved by 1st or 2nd line support teams. The IT Senior Technical Engineer plays a crucial role in ensuring that the IT infrastructure and systems are operating efficiently and reliably.

Key tasks, duties, responsibilities and accountabilities of the post:


  • Provide expert-level Network and Telephony technical support.
  • The Network and Telephony team strives to provide exceptional service in two distinct technology areas.
  • Each team member is committed to delivering the best Network and Telephony support, ensuring alignment with ICT security standards and practices.
  • i) Networking Infrastructure
  • Development, management, and upgrades to network infrastructure such as:
  • Cisco and HP network switches, Kemp load balancers, Cisco ACI hardware.
  • Fortinet Switches and Access Points. Development and management of Fortinet FortiSwitch, Fortinet FortiWiFi, Fortinet FortiManager and Fortinet FortiAnalyzer.
  • Familiarity with leased line provider NTUs and routers.
  • Use of routing protocols (e.g., BGP, OSPF, EIGRP) and switching technologies (e.g., VLANs, spanning tree).
  • WAN technologies such as SD-WAN.
  • Network traffic prioritisation using QoS to ensure voice quality.
  • ii) Telephony – VoIP, Unified Communications & Contact Centre
  • Development, management and upgrades to telephony infrastructure such as:
  • Mitel MiVb, Mitel YourSiteExplorer, Mitel Contact Centre Client, Mitel Border Gateways, Mitel MiCollab, Mitel NuPoint, Redbox call recording.
  • VoIP protocols (SIP, H.323, RTP) and call signalling.
  • SIP trunk configuration and troubleshooting.
  • SaaS telephony platforms.
  • Provide in-depth technical analysis and recommendations for improving IT systems and processes.
  • Develop and implement technical solutions to address identified IT challenges.
  • Diagnose and resolve complex IT problems in a timely and efficient manner.
  • Conduct in-depth investigations to identify root causes of issues and implement effective solutions.
  • Document and share knowledge of complex IT issues and solutions to improve future troubleshooting efforts.
  • Identify and escalate critical IT issues to senior IT staff or vendors when necessary.
  • Provide clear and concise information to facilitate the escalation process and ensure timely resolution.
  • Maintain communication with stakeholders throughout the escalation process to keep them informed of progress and resolution.
  • Develop and maintain technical documentation and knowledge base articles to capture and share knowledge within the IT department.
  • conduct knowledge transfer sessions to educate and train other IT staff on complex IT issues and solutions.
  • Continuously learn and stay abreast of the latest IT trends, technologies, and best practices.
  • Evaluate and recommend new IT solutions to improve the organization's IT infrastructure and systems.
  • Adapt to changing technologies and methodologies to provide effective support in an ever-evolving IT landscape.
  • Adapt to changing technologies and methodologies to provide effective support in an ever-evolving IT landscape.
  • Continuously learn and stay up to date with the latest IT trends, technologies, and best practices.
  • They will be responsible for raising requests for change as required and managing the implementation of approved changes to maintain a technically current and aligned to business requirements and providing technical expertise, guidance and change approval to the Change Advisory Board.
  • Have line management responsibility for project roles as and when they are required.
  • Proactive maintenance including performing upgrades, applying patches, checking system logs, modifying backups, and supporting periodic business procedures (e.g. year-end processing), Develop and / or implement new ICT solutions in response to new or changing business requirements.


Please feel free to reach me back on this.

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