Telecommunications Engineer

Job summary

West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.

The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team

The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

Main duties of the job

An exciting opportunity has become available for a fixed term Telecommunications Engineer to join our well established team to cover maternity leave for up to 12 months.

The successful applicant will support the Telecommunications Manager in the development of the Trusts fixed and mobile telephony infrastructure, support critical operations and to provide a resource for advice on technical issues as required.

Applicants must hold a minimum of 5 GCSEs at Grade C or above to include English, Maths and IT (or equivalent) and must be willing to work towards an OEM qualification along with having a minimum of 2 years recent experience within an IT role and experience of moderate sized (2000+) device deployment

Due to travel requirements across the Trust a full UK driving licence and access to a vehicle is essential.

If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both

Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £ for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.

About us

If you are a current employee of West Midlands Ambulance Service & wish to apply for this post, please ensure you have approval from your current line manager to do so to be released to undertake this role as a secondment.

We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.

We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.

Job description

Job responsibilities

Service Delivery Management

Provide a comprehensive technical andadministrative support service within the IT Telecommunications section of theIM&T department, including production of correspondence, reports and other appropriatedocumentation, on own initiative as appropriate.

Configure and install Telecommunicationssoftware including end-user demonstrations and support where necessary.

Provide technical support for all fixedand mobile telephony users within WMAS.

Guaranteeing integrity andconfidentiality of information delivered to and sent by users in line with theTrusts and NHS policies.

Communicating effectively usingelectronic, verbal, and written word, as required with users and IT Staff,particularly in regard to emergencies, quality control and support, restrictionson or withdrawal of services, routine and unscheduled maintenance and theintroduction of major amendments to the provision of services such as upgradesof equipment and software.

Investigate all appropriate means toimprove service levels whilst minimising investment requirements, recommend newor revised policies or procedures and implement specific improvements withinscope of responsibility.

Confident working independently or aspart of a team in the deployment and planning of service projects, by use ofappropriate computer software.

Implement training documentation anddeliver training to staff in the use of IT and telephony equipment.

Complete research in own area of practice,including evaluation of new equipment.

Contributes tothe development and implementation of relevant IT policies regarding telephony andmobile usage across the Trust.

Participate in regular businesscontinuity tabletop exercises.

SupplierManagement

Assisting the Telecommunications Managerin 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 ofservice contracts and SLAs with key suppliers.

Liaising with technical personnel regardingproblem resolution in the event of service or component failure.

Where the service is provided by anexternal supplier, review the contract to provide the agreed service level,establish problem resolution procedures and define the consequences ofnon-compliance; not withstanding contractual terms, ensure that contingencyplans take sufficient account of potential failures in supply.

Ensures that supplier access to systemsis in line with the Trusts security policy and that physical access to criticalareas are monitored.

Maintain device stock control viacomputerised records.

Monitoringand Reporting

Monitor telephone facilities to ensureaccurate and timely gathering of data about performance regarding utilisationand errors.

Using performance data to ensure thatappropriate action is taken in a timely fashion to avoid service degradation orfailure.

Monitoring security of all systems andnetworks within a proactive security scheme to avoid security breaches, includingimplementing and maintaining a log in line with the Trust and NHS securitypolicies with appropriate action as required.

Monitoring the Trust IT Helpdeskfacility to ensure departmental compliance with internal SLAs.

Using the telephone switch and callcentre software to manage and support the communications systems withinoperational environments.

Using spreadsheets, databases and otherTrust based software to support reporting responsibilities.

Problem Management

Reporting acute service deliveryproblems to the Telecommunications Manager and to the Heads of Departmentseffected.

Reporting chronic service deliveryproblems and suggested approaches to resolution to the TelecommunicationsManager so that appropriate actions can be initiated.

Ensuring that all IT personnel are awareof problems, potential problems and known errors so that they can assist withresolution.

Work under own initiative in preventingoccurrence of incidents through activities such as identifying suspectcomponents, monitoring systems being developed and preventing problems in onesystem being replicated in others across all Trust IT systems.

Report and advise on the quality ofservices, systems and support being provided to users, suppliers, comparingagainst agreements when appropriate.

Respond to and resolve faults on ITsystems including supporting users on Trust sites across the region in linewith agreed SLAs.

Maintains security and integrity of all Telecommunicationsystems.

Work with other IT Staff to document procedureand changes.

Must ensure that adequate backups aretaken for all Telecommunication systems.

Participates in IT Hardware and SoftwareAudit and refresh when requested.

Must account for quality, security,availability, integrity and safety, utilising as appropriate specialisedtechniques, tools, methods and standards.

Must be competent planning and implementingproject activities and tasks.

Ensuring that all problems reported arecorrectly documented and recorded on the Trust IT Service Desk software.

Additional Information

Ensures compliance with relevantLegislations. 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 occasionalbasis to various Trust premises.

The post holder will be required toadapt and undertake different or new duties in line with professional andservice developments.

Undertakes other duties, tasks,projects, commensurate with purpose and grade of post may be determined fromtime to time

Person Specification

Qualifications

Essential

Minimum 5 GCSEs at Grade C or above (including Maths, English & IT) or equivalent Willing to work towards OEM qualification Willing to undertake any training (internal and/or external) in order to fulfil the requirements of the job.

Experience

Essential

Minimum of 2 years recent experience within an IT role Experience of working within an IT environment Experience of handling confidential information Experience of moderate sized (2000+) device deployment

Skills and Knowledge

Essential

Ability to prioritise workload and work to set time parameters Ability to supervise nominated resource to deliver agreed objectives. Ability to use fine motor control when using tools to diagnose and repair telephony issues. Good interpersonal skills including the ability to communicate complex technical information where there are barriers to understanding in the wider corporate environment. Good verbal and written communication skills including report writing, presentations and system specifications Ability to work effectively individually or in a group

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