Network Engineer
Venesky-Brown’s client, a public sector organisation in Cambridgeshire, is currently looking to recruit a Service Desk Network Engineer on a permanent contract with a salary of: £31,365
Responsibilities:
– 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.
– Expected to assist with the development of corporate strategies across the organisation 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 organisational 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 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.
– 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.
– 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.
– 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 organisational needs for effective, resilient, and cost-effective services. To be the point of contact for technical support for 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.
Essential Skills:
– Standard level General Education, GCE/CSE/GCSE or equivalent qualification
– Project Management
– Relevant experience in managing telephony, paging or IT systems in a large organisation
– Working in a customer service or front of house environment
– Experience of collaborative problem solving
– Working in a first- or second-line service desk environment
– Experienced in communicating with patients and the public to ascertain their requirements and expectations from their interaction with an organisation
– Able to understand the complexities of the role
– Sound knowledge of the requirements of an organisation and associated service provision
– Ability to analyse complex data and information and present options
– Able to work on own initiative or under direction as appropriate
– Confidentiality and discretion
– Ability to prioritise own workload and multi-task
– Organisational ability
– Ability to establish effective relationships at all levels of the organisation
– Motivated and able to work autonomously or in a team
– Excellent written and verbal communication skills
– Adaptable and resourceful, able to work under pressure
– Self-motivated and proactive
– The ability to understand and behave at all times, towards patients, visitors and colleagues according to the values of safe, kind, excellent.
Desirable Skills:
– Certificate in management
– Willingness to undertake professional development
– CCNA
– PRINCE2
– ITIL Foundation
– Experience of managing contractors/contracts
– Working with ITIL methodology
– Experience of working with project management methodology
– Understanding of Health & Safety
– Knowledge of voice networks
– Knowledge of desktop and application support
If you would like to hear more about this opportunity please get in touch.
Responsibilities:
– 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.
– Expected to assist with the development of corporate strategies across the organisation 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 organisational 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 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.
– 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.
– 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.
– 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 organisational needs for effective, resilient, and cost-effective services. To be the point of contact for technical support for 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.
Essential Skills:
– Standard level General Education, GCE/CSE/GCSE or equivalent qualification
– Project Management
– Relevant experience in managing telephony, paging or IT systems in a large organisation
– Working in a customer service or front of house environment
– Experience of collaborative problem solving
– Working in a first- or second-line service desk environment
– Experienced in communicating with patients and the public to ascertain their requirements and expectations from their interaction with an organisation
– Able to understand the complexities of the role
– Sound knowledge of the requirements of an organisation and associated service provision
– Ability to analyse complex data and information and present options
– Able to work on own initiative or under direction as appropriate
– Confidentiality and discretion
– Ability to prioritise own workload and multi-task
– Organisational ability
– Ability to establish effective relationships at all levels of the organisation
– Motivated and able to work autonomously or in a team
– Excellent written and verbal communication skills
– Adaptable and resourceful, able to work under pressure
– Self-motivated and proactive
– The ability to understand and behave at all times, towards patients, visitors and colleagues according to the values of safe, kind, excellent.
Desirable Skills:
– Certificate in management
– Willingness to undertake professional development
– CCNA
– PRINCE2
– ITIL Foundation
– Experience of managing contractors/contracts
– Working with ITIL methodology
– Experience of working with project management methodology
– Understanding of Health & Safety
– Knowledge of voice networks
– Knowledge of desktop and application support
If you would like to hear more about this opportunity please get in touch.
