Description
Our client in the healthcare sector is looking for a Unified Comms Voice Specialist to join their team.
Main purpose of role:
- To be a subject matter expert on Voice.
- To support and maintain the existing environment (including MS Exchange, Lync, Cisco Call Manager, Air Watch) and ensure a high availability of the service within agreed service levels.
- To promptly resolve environment outages and provide suitable feedback on root cause and resolution.
- To manage the relationship with third party suppliers providing services and/or support infrastructure, specifically around Voice.
- Create and maintain documentation, operating procedures and standards for infrastructure and environment
- To be the owner of the Unified Comms Voice environments and advice on best practice, service improvements and new technologies.
- To proactively monitor the environment and work to prevent incidents.
- To provide ad hoc support to the rest of the environment as require.
Main Duties
- Skype for Business set ups and ongoing support for Physio's.
- Cisco Call Manager config at centre.
- Long Duration Call issues with Cisco gateways and SFTP knowledge.
- Lync 2010 support and escalations from Risual
- Analogue line support for two hospitals, plus new lync lite sites.
- Gateway support for Lync sites.
- Contact Centre set up for home users with Skype for Business and support of Cisco Communicator.
- BAU calls.
- Efax.
Core Competencies
- Dealing with UC incidents and queries across the UC environment
- Maintain up to date documentation on the UC environment and specifically Voice
- Day to Day maintenance, monitoring and management of the UC environment within the estate.
- Visits with external sites and staff when required.
- Provide training as required to IT Service Desk team on UC and Voice in particular, including how to troubleshoot and resolve issues.
- Support the transition of Infrastructure Projects in to Service and ensure a high standard of documentation is provided.
- Support Project discovery and delivery as required with either advice and recommendations or hands on involvement.
- Work with and manage third party vendors to ensure they maintain the IT UC environment to agreed contractual levels
- Knowledge of Cisco Call Manager, Lync, ISDN's, SIP trunking, PBX devices, call routing and Contact Centre solutions.
- Work within SLA's and KPI to deliver a world class service to customers
- Provide on-call support out of hours on a rota basis
- Responsible for Daily Checks across the infrastructure
- Responsible for all Backups across the infrastructure
- Knowledge and understanding of Exchange is also desirable.
- Achieving Results - Be aware of key business objectives, and ensure these are applied appropriately to all business activities.
- Building Relationships - Able to develop effective relationships with all staff, and be recognised as providing a supporting role.
- Commercial and Business Awareness - Able to understand business requirements and drivers and prioritise work load to meet these requirements.
- Customer Focus (internal & external) - Effective in communicating clearly and at the appropriate level for internal and external customers. Using the appropriate levels of technical jargon for the audience.
- Communication - Effective communication skills suitable for liaison with departmental staff and senior management, both on a one to one and one to many basis. Demonstrate effective communication, both orally and in writing, with subordinates, colleagues, clients and customers including producing reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions.
- Planning and Organising - Effective at determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems. Ability to run a complicated service improvement plan and manage multiple streams of work at the same time.
- Understanding company - Aware of IT strategies, policies and procedures. Aware of how the organisation operates and especially the Digital team strategies
- Teamwork - Effective in contributing effectively towards the objectives of a team, and be able to share knowledge, ideas and information. Aware of the needs, objectives and constraints of those in other disciplines and functions.
- Problem Solving and Decision Making - Able to solve problems in a measured and creative way. Capable of independently assessing a wide variety of tasks, and be proactive in relation to identifying and undertaking activities that are to the benefit of the business. Able to balance long and short term objectives, and understand business value. Be responsible for own decisions.
- Influencing and Impact - Act in a professional manner, and exhibit the required behaviour that should act as an example to other employees. Needs to delegate tasks, responsibilities and authorities effectively. Effective at identifying goals and objectives, and motivating and leading others towards their achievement. Able to network throughout the wider IT community.
- Innovation, Flexibility and Adaptability - Undertake tasks with a positive attitude and respond well to management and client requests. Working locations may include a variety of sites. Must be prepared to meet business goals and respond well to change.
- Technology - Be an evangelist for Hypervisor technology and strive to impart this passion to those around them.
Other duties:
- To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training.
- To undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job.
- To undertake health and safety duties commensurate with the post and/or as detailed in the group health and safety, fitness & wellbeing policy
- To participate in emergency response arrangements as directed by the designated officer.
Skills, knowledge, qualifications required for job:
- Qualifications - Degree qualified and professional certifications in Cisco and Lync desirable.
- Experience - At least 5 years 3rd Line Telephony Specialist experience, in a role that requires involvement and understanding of business activities. Aware of industry and professional standards (eg ISO 27001).
- Training - Formal training in ITIL Foundation v3.
- Skills - Familiar with Lync, Cisco Call Manager, Exchange, Contact Centre solutions, PBX's, Phone lines and voice solutions.
- Applying standards - Effective in the application of relevant industry and process standards to all tasks undertaken.
- Industry Developments - Must take initiative to ensure technical skills and specialisations are kept up to date in line with industry developments and ensure that all relevant skill sets are current.