Network Telecommunications Infrastructure Engineer

Job Purpose

The role of the Telecommunications team is to provide all aspects of telephony services throughout the main University campus and some satellite campuses. The Team is responsible for the provision of voicemail, telephone maintenance services, moves and changes, the production of bills for cross charging, training, advice and information on how to make best use of all voice systems and the digital PABX.

The main purpose of the Network Telecommunications Telephony Infrastructure Engineer role will be the proactive day to day maintenance of the core Telephony Infrastructure and moves, adds and changes, this will include the following;

Mx-One Telephony System supporting approx. 8200 extensions and PTO links including ISDN 30, Ethernet WAN circuits and SIP Trunks.

Core Telephony servers including contact centre servers, call logging server and voicemail server.

This will also include the proactive approach to managing the Telephony Infrastructure to ensure uptime of systems meeting Departmental SLAs.

The postholder will also manage small and medium projects in co-operation with IT Service Teams, Estates Department and Contractors.
Main duties

A) Provide a professional and customer focused service to a high number of end users via phone, email, service desk and in person. Using their specialist knowledge they provide technical solutions can be used to meet their customer’s needs.

B) Using specialist technical knowledge ensure the operation, configuration and maintenance of:

• 8200 Analogue and Digital Telephony (including migration to IP Unified Communications Platform) across 130 buildings including remote sites in the Lake District.
• Solidus Contact Centre software is used to direct calls to staff who handle calls from Students, staff and members of the public e.g. within sports centre, IT service desk and Venue Birmingham. This supports revenue generating services for the University.
• Networking equipment (routers and switches) that connect the Telephony system together and enable calls to connect between buildings and to the outside world.
• Firewalls that ensure maintain the security of the Telecommunications network from the outside world.
• Cabling infrastructure including Caplum configuration and maintenance which documents the cabling (copper and fibre) capacity and the routes between buildings. This also shows how devices on the cabling infrastructure are connected.
• SIP trunk Sessional Border Control device configuration (Ingate) that maintains security of the Telecoms network from the Gamma public telephone network for outbound calls.

C) Produce and maintain documentation to include;

• System diagrams that document how Telephone devices are connected together, this enables improved fault rectification and contingency planning.
• Extension spreadsheets that document the type of device connected and direct dial inward numbers (DDI) for the purpose of charging and capacity planning.

D) Provide support and training to new contact centre users including Supervisors who use the reporting functionality. This training includes training the call takers on how to accept calls and train the Supervisors on how to run reports detailing call volumes, successful calls, rejected /abandoned calls. The reports provide Supervisors with information to make decisions on when to best deploy staff to answer calls ensuring a good service to students, staff and the public.

E) The testing and implementation of new processes and technical enhancements within the area of their responsibility. This involves writing change requests on the Service Now system which are then considered by Change Advisory Board as appropriate.

F) Update the IT Service Desk System taking proactive ownership of calls raised by users through to resolution and the closing of the job in line with Departmental guidelines and within the ITIL (Information Technology Information Library) processes adopted by the IT Services Department

G) Log and escalate faults to the in-house IT colleagues or directly to 3rd party suppliers. When possible make use of their own knowledge to quickly identify solutions to problems.

H) Deputise for the Senior Telephony Infrastructure Engineer and attend Supplier meetings, seminars with vendors and other organisations e.g. NHS, other Universities and government agencies. At the meetings represent the University interests and use the knowledge gained to enhance existing services and develop new services, to meet UoB requirements now and in the future.

N) Work in a collaborative way coaching IT colleagues and other University Staff (e.g. Estates) where appropriate.
O) Develop own Technical skills including attending external Technical training.


Required Knowledge, Skills, Qualifications, Experience

A) Significant specialist knowledge of the systems operated by Telecommunications section

B) Substantial experience of working on a large PABX or voice based IT system is essential.

C) Expert knowledge in copper and fire cabling standards and specifications.

D) Excellent interpersonal skills and the ability to work as part of a small team.

E) Some experience with databases and spreadsheets and cable management software.

F) Must be capable of working under limited supervision

G) HNC in an IT related subject (or demonstrable equivalent experience working at Telephony Engineer Technical level).

H) Level 1 recognised qualification in IP Networking or Telephony related subject e.g. Cisco CCENT Route and Switch.

I) ITIL Foundation certificate.

K) Attended a level 2 recognised training in IP networking or Telephony e.g./ Cisco ICND 2

L) Able to lead several small to medium Projects concurrently.

M) Able to follow complex administrative procedures, use specialist voice IT systems and knowledge to prioritise tasks deadlines are met and service levels are maintained.

 

Person Specification

Dimensions

The Telecommunications Infrastructure and Services are within the remit of the Core Infrastructure are vital in the support of the University’s objectives for teaching, research, and administration. Hardware, software or human failure in the operation of any of these infrastructures or services leading to disruption of the services can have a serious impact on the University’s business revenues in bookings (Solidus Contact Centres) and student recruitment.

The availability of voice communications throughout the University Estate is also essential from a Health and Safety point of view ensuring that the University performs its duty of care for Students, Staff and Visitors.

Planning and organising

The role will require detailed planning and organisation around the management of change in the infrastructure and services ensuring that all Stakeholders are engaged and informed.

This will also require adherence to Departmental procedures around change (Change Advisory Board process) and the production of detailed documentation and project plans where appropriate.

Problem solving and decision making

i) without reference to others

Administers changes to MX-one, network switches, Firewalls and Solidus Contact Centre systems in response to faults and change requests.

Recommends the solutions to faults and planned maintenance of systems.
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ii) after consulting others

Implements small to medium projects.

iii) or that would be referred to someone else.

Any report of suspected misuse or abuse of the telephone service, security incidents and major faults or system failures.

Internal and external relationships

There is regular and constant contact from University staff querying all aspects of telephone service. All queries need to be dealt with in a professional, efficient and friendly manner.

The post holder will communicate daily with external Contractors to ensure that provision and faults are efficiently dealt with and within the agreed SLAs.

The post holder will communicate daily with budget holders and users to keep them appraised of progress with their requests.

The post holder will communicate daily with IT service Teams, project managers, Estates, Suppliers and other commercial users hiring or collaborating with the University eg HTRC, BioHUB, Hotel and Sports centre users. This includes Students and Public.