Job overview
The Network & Telecoms Support Engineer’s role is to provide reliable and efficient maintenance and support of the Trust’s digital network and telecoms infrastructure, across all Trust sites. Working to ensure both existing and new infrastructure meets the evolving digital needs of our staff, patients, and visitors.
Working closely with others within the team and department, the post holder will manage incident & request tickets assigned via the Service Desk, troubleshoot & resolve network and telecoms faults, undertake regular infrastructure audits & preventative maintenance tasks, and assist with project delivery.
This is a customer-facing role with an on-site requirement. The post holder can expect to work on-site at both Royal Hampshire County Hospital (Winchester) and Basingstoke & North Hampshire Hospital on a weekly basis, as well as attending other Trust sites as required. Liaising with internal & external stakeholders by telephone, email, and face-to-face. Always providing a high-quality & professional service.
Network & Telecoms Support Engineers are expected to cover core support hours between 08:00 to 17:00 and participate in planned maintenance activities outside of core hours as required.
Main duties of the job
1. Responsible for maintaining and supporting network and telecoms infrastructure and systems to ensure digital services are available to the Trust’s staff, patients, and visitors, including: Networks (wired and wireless) External Connectivity (WAN’s, internet, remote access, VPN, etc.) Firewalls All network and telecoms systems and equipment hosted on and off premise Telecoms including Mitel IP telephony
2. Responsible for completing all assigned tickets within the Service Desk system (diagnosing and resolving faults) in line with service level agreements, keeping customers informed of progress, and escalating any likely breaches.
3. Responsible for completing regular infrastructure audits & preventative maintenance tasks and reporting on issues identified during audits.
4. Responsible for attending all Trust sites as required, and work on site to provide BAU support cover or complete assigned tickets and project tasks.
5. Responsible for assisting with system updates and upgrades with minimal impact on the production environment.
6. Responsible for assisting with project delivery.
7. Responsible for ensuring documentation is kept up to date.
Working for our organisation
Our vision is to provide outstanding care for every patient. Patient care is at the heart of what we do at our three sites: Basingstoke and North Hampshire Hospital, Royal Hampshire County Hospital in Winchester and Andover War Memorial Hospital. Hampshire Hospitals NHS Foundation Trust provides medical and surgical services to a population of approximately 600,000 people across Hampshire and parts of West Berkshire.
Our cultural ambition is to have a culture that places people at the heart of all we do, where we all belong, and where learning, improvement and excellence thrive.
We provide specialist services to people across the UK and internationally. We are one of only two centres in the UK treating pseudomyxoma peritonei (a rare form of abdominal cancer) and we are leaders in the field of tertiary liver cancer and colorectal cancer.
The trust employs more than 9,000 staff and has a turnover of over £500 million a year. As a Foundation Trust, we are directly accountable to our members through the governors. The Council of Governors represent the interests of their constituencies and influence the future plans of the Foundation Trust.
Detailed job description and main responsibilities
The Network & Telecoms Support Engineer’s role is to provide reliable and efficient maintenance and support of the Trust’s digital network and telecoms infrastructure, across all Trust sites. Working to ensure both existing and new infrastructure meets the evolving digital needs of our staff, patients, and visitors.
Working closely with others within the team and department, the post holder will manage incident & request tickets assigned via the Service Desk, troubleshoot & resolve network and telecoms faults, undertake regular infrastructure audits & preventative maintenance tasks, and assist with project delivery.
This is a customer-facing role with an on-site requirement. The post holder can expect to work on-site at both Royal Hampshire County Hospital (Winchester) and Basingstoke & North Hampshire Hospital on a weekly basis, as well as attending other Trust sites as required. Liaising with internal & external stakeholders by telephone, email, and face-to-face. Always providing a high-quality & professional service.
Network & Telecoms Support Engineers are expected to cover core support hours between 08:00 to 17:00 and participate in planned maintenance activities outside of core hours as required.
8. Responsible for maintaining and supporting network and telecoms infrastructure and systems to ensure digital services are available to the Trust’s staff, patients, and visitors, including: Networks (wired and wireless) External Connectivity (WAN’s, internet, remote access, VPN, etc.) Firewalls All network and telecoms systems and equipment hosted on and off premise Telecoms including Mitel IP telephony
9. Responsible for completing all assigned tickets within the Service Desk system (diagnosing and resolving faults) in line with service level agreements, keeping customers informed of progress, and escalating any likely breaches.
10. Responsible for completing regular infrastructure audits & preventative maintenance tasks and reporting on issues identified during audits.
11. Responsible for attending all Trust sites as required, and work on site to provide BAU support cover or complete assigned tickets and project tasks.
12. Responsible for assisting with system updates and upgrades with minimal impact on the production environment.
13. Responsible for assisting with project delivery.
14. Responsible for ensuring documentation is kept up to date.
Person specification
Training & Qualifications
Essential criteria
15. Educated to degree level or equivalent knowledge and skills gained through a combination of alternative study and employment.
16. Evidence of continuing professional development pertaining to this post.
Desirable criteria
17. Vendor certification relating to network and/or telecoms.
18. ITIL qualification.
Experience & Knowledge
Essential criteria
19. Able to demonstrate experience of supporting network infrastructure, gained within an enterprise environment.
20. Evidence of supporting digital solutions across multiple disciplines.
21. Knowledge of digital “best practice” standards, procedures, policies, and protocols.
22. Knowledge and expertise in least one of these key areas: LAN, Wireless, Firewalls, IP Telephony
Desirable criteria
23. Knowledge and experience of working with digital infrastructure in a healthcare environment.
24. Able to demonstrate understanding of IT Security.
25. Able to demonstrate knowledge of the following: Check Point firewalls, Extreme switches and wireless, Network Access Control, Remote Access & VPN solutions, Web gateway solutions, Mitel IP telephony
Skills & Ability
Essential criteria
26. Ability to understand, interpret and clearly communicate complex infrastructure functionality issues or technical information to both technical and non-technical stakeholders at all levels.
27. Able to plan and prioritise work.
28. Able to analyse, investigate and resolve complex digital infrastructure faults in a timely manner, whilst working under pressure.
29. Able to work under own initiative to proactively pick up and complete tasks.
30. Able to fit and rack network equipment.
Desirable criteria
31. Able to demonstrate capability to support large scale digital infrastructure projects.
32. Able to demonstrate knowledge & understanding of Change Management processes.
Other Specific Requirements
Essential criteria
33. Driver with Full licence to enable working between sites.
34. Flexible approach to working hours & locations, to meet our requirement to provide on-site support cover at our Basingstoke & Winchester sites during core hours between 08:00 to 17:00, Monday to Friday.
35. Willing to work outside of core hours (evenings, early mornings, weekends) as required to complete planned maintenance activities.