Network Engineer

Salary: 37,000 - 45,000 + company benefits

Location: Cambridge (flexible working available)

Key duties and responsibilities:

Working Relationships

Being a member of the Unified Communications Team, the post-holder has both a group and individual responsibility for defined aspects of the service and will ensure that their contribution is both positive and beneficial in helping both the Capital, Estates and Facilities Management Directorate and other departments within the Trust, to fulfil the Trust's overall objectives.

Duties and Responsibilities

The post-holder will contribute to the work of the Unified Communications Service Desk with the guidance of the Service Desk Manager and other colleagues, to ensure that all services meet agreed standards and a patient centred approach. The post-holder carries a personal responsibility to plan their time, in collaboration with the Service Desk Manager, to ensure they complete allocated tasks within agreed timescales and within the constraints of the Trust's Standing Financial Instructions. The post-holder will be required to represent the department, Division or service in meetings as and when required.

General Duties

The post holder will be expected to undertake first line technical support for the Unified Communications Team, this includes all of the services and related systems provided by the team on site. This could include, but is not limited to: support of telephony, paging, radios, IT applications and desktop support. Specifically, the Network Engineer will be expected to provide a front-line service desk service to users, which includes responding to phone calls, email or walk-ins, and creating tickets to track work to completion. This requires the ability to understand complex technical issues, effectively gauge the response required and the clinical and administrative needs and resources of staff and departments at all levels and from all disciplines, in order to offer the best advice and resolution for each service requirement.

The post holder will be expected to assist with the development of corporate strategies across the Trust in relation to Unified Communications, such as standardisation of service delivery, rollout programs for new technologies and customer service strategies to meet patient and clinical expectations.

Deputise for the Service Desk Manager as and when required, to ensure the needs of the business are met. This could include attending meetings, liaising with suppliers, co-ordinating activities or escalating faults amongst other things.

Meet trust personnel to discuss their requirements and gather the necessary information to create works orders or log faults for a variety of contractors including the current trust IT provider. Coordinate and track works orders and faults on behalf of the customer ensuring that the work has been carried out to the necessary standard.

Create and maintain records needed to ensure the efficiency, safety, and cost-effectiveness of all services, to enable quick and reliable searches to be made, and reports to be produced. Careful recording and maintenance of information received, and accurate updating of information via the relevant means.

The post-holder will be expected to take part in the duty engineer arrangements for the team and to support the duty engineer and Service Desk Manager when required to do so, so that a consistent level of technical support is provided to the organisation.

The post holder will be expected to be part of an out-of-hours on call rota, which will require on-site attendance to resolve faults and issues.

Liaise with service providers to ensure external faults affecting local services are quickly dealt with and resolved, and escalate first line faults to external providers as required, retaining responsibility for progress and updating customers throughout.

The post-holder must demonstrate excellent communication, negotiation, and interpersonal skills in all contacts with staff, contractors, patients, and visitors, in respect of cultural and language difficulties, whether communicating verbally, in writing, or by electronic means. It is expected that the Network Engineer is able to represent the department to colleagues.

To manage and negotiate supplier contracts with the support of the Service Desk Manager and supervise contractors to ensure that work meets the required quality and timeframes.

To meet existing and future Trust needs for effective, resilient, and cost effective services. To be the point of contact for technical support for Trust staff, suppliers, and maintainers for enquiries relating to the use of existing solutions and equipment, and to ensure that proper disaster recovery plans and business continuity plans are put in place and tested.

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