Telephony Engineer

We have an exciting opportunity for a Telephony Engineer who will be responsible for effectively and efficiently maintaining the Telephone Systems working on a Healthcare Account based in Leicester The team provides BAU operational support and project delivery across all infrastructure towers to multiple Public and Private Sector customers. This role will work closely with the customers to assist them in both BAU support and the implementation of Telephony services. What you’ll be doing:

• To provide BAU operational support across a wide range of customer telephony infrastructure, including health checks and reporting.
• Managing Incidents, Problems, Requests and Changes in line with ITIL best practice and ensuring that SLAs are maintained.
• Delivery of project-related tasks such as the installation of new telephone equipment.
• Creation of telephone diagrams and documentation.
• Actively manage, configure, upgrade and support the complex telephony environment including OpenScape 4000, MS Teams (voice), Netcall, Session Border Controllers, VoIP and Session Initiation Protocol (SIP) platforms.
• Proactive management of customer environments, identifying potential improvements to deliver increased stability, availability and performance.
• Ensure that customer environments adhere to established standards and frameworks, meeting any compliance requirements at all times.
• Developing strong relationships with other engineers within the client to provide and share technical issue resolution and knowledge.
• You will be comfortable with hands on physical work within the wider organisation and have excellent customer skills.
• Have experience of working in a constant high pressure and in a very technically demanding and changing environment.
• Be capable of managing your work time, be able to resolve IT queries following logical analysis, work as part of a team, have a ‘can-do’ attitude and complete calls / tasks by agreed deadlines.
• Travel between sites will be required
• You may be required to participate in a 24/7 On call rota
• This role is based on-site 5 days per week, We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a proud Disability Confident Committed Employer - we are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.

• Ability to troubleshoot technical, multi-site and multi-discipline incidents and problems.
• Able to work under pressure and to tight deadlines.
• Proven experience on the Openscape 4000 Telephone System (E)
• Understanding of analogue telephone wiring and concepts (E)
• Proven experience of supporting alternative VoiP Solutions (E)
• Proactively liaising with users in non-technical manner (E)
• Experience working with Contact Centre Technologies (D)
• Comprehensive understanding of Session Initiation Protocol (SIP) platforms (D)
• Understanding of MS Teams (Voice) (D)
• Previous experience with working on Telephone Voicemail Services (D)
• Managing difficult users (E)
• ITIL v4 Foundation (D)
• Basic knowledge and understanding of Networking principles (D)

Attributes

• Demonstrate practical knowledge and problem-solving strategies
• Contribute to the continual improvement plan of the department
• Focus on professionalism, be ‘the best’.
• Focus on communication.
• Be an efficient, flexible, reliable and continuously improving local technical resource in support of Business Units use exploitation and development of IT.

We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects. Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.