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MAIN DUTIES AND RESPONSIBILITIES OF THE POST: Provide an on-site support service to the IT/Telecoms systems in use throughout the Trust. Responsible for supporting IT and Telecommunication systems, using your knowledge and experience to identify and resolve a wide range of network, telephony and computer issues Provide a full range of telephony service provisions to the Trust in all the general areas of telephony and its associated systems which include, traditional TDM and VoIP Telephony, Voicemail, Call Logging, IVR & Contact Ctr Solutions, Paging, Mobiles and Call Recording Install, commission, and maintain computerised hardware and software systems and telecommunications solutions, including cabling infrastructure Ad-hoc maintenance and project support may be required from time to time for other NHS Health Communities outside of any Service Level Agreements as agreed by the Telecommunications Manager Liaise with suppliers to obtain quotations and procure equipment using the Trusts procurement solution Organise and plan enhancements and upgrades, some of which may be ongoing, to existing applications and hardware when required by following the change control procedure Ensure that comprehensive technical and system documentation is established, updated, and always maintained Assist with the build, design, configuration, integration and testing of new IT/telephony software and hardware ensuring they meet service user specification Handle the day-to-day request, procurement, receiving, building, deployment, repair and recharging of expensive Trust equipment Diagnose and fix complex faults or recommend suitable solutions recognising the implications to the end user and technical teams. Long periods of concentration will be required to analyse and fix such issues with the possibility of being interrupted due to serious technical incidents Provide technical support and training as required, to all users connected to the Trusts IT and Telecoms Infrastructure, using appropriate diagnostic tools and fault-finding techniques to identify root causes and working resolutions Responsible to continually maintain telephony systems and databases and manipulate data to provide statistical and performance reports for service users and Digital Services management Responsible for ensuring all new and repaired equipment are thoroughly tested and fit for purpose before delivery to service users Support the IT Team/Digital Services department by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work Assist the Telecoms Manager with implementation of telephony policies and recommend improvement changes to the service and systems which impacts the Trust Training and Education Take personal responsibility in ensuring all ASPH NHS Foundation Trust mandatory training is attended and completed as required and on time The IT Voice Engineer will be working towards or have achieved relevant Microsoft Certifications and/or Telecoms qualifications Provide telephony systems training to peers and junior staff members Proactively stay informed on new technologies and developments and document the use of new technologies which impact all service users and peers Personal and Professional Development Attend relevant education, training and study days as required Maintain an awareness of changes to software, hardware, and technologies plus potential opportunities to improve the use of technology by ASPH NHS Foundation Trust To participate in internal forums and meetings as required and contribute information regarding the projects they are involved in Acquire and maintain detailed knowledge of technologies so that enquiries can be clearly and quickly addressed Uses judgement in applying guidelines for setting priorities for resolution, monitoring progress, and applying escalation procedures for incidents and problems not progressing satisfactorily Communications and Engagement Ability to clearly advise and instruct End Users using the service & keep them always up-to-date and informed on the progress of these requests Ability to communicate complex information well with the other technical supports teams when escalating requests or seeking assistance or guidance Use persuasive skills and diplomacy when dealing with and resolving conflicting requirements, so that all departments co-operate with the timing of planned work Other Maintain a good working relationship with the Service Desk Team and support the analysts where required Assist patients and visitors during incidental contact Support the Service Desk agents during busy periods when required, to ensure effectiveness of the team and overall support to the IT and Telecoms teams Be physically able to occasionally lift, carry and move technical equipment for short periods of time during the day