Role description form

This role is intended for the use in the following processes: Evaluation of a new role, Re-evaluation of an existing role and appeal of a Job Evaluation panel decision. You will need to submit a business case and attach an org chart with this form. Please select which applies from the following

Evaluation of a new role☐ Re-evaluation of an existing role/updates to role (Please use Track Changes to original RDF) ☐ Appeal of a JE panel decision☐

Signatures and checklist

Please ensure that the form is signed by all required individuals; Forms without signature may cause delays in processing. Please send the form to your relevant HR BP for signature

Date Completed:

Head of Department:    Date:

Line Manager:    Date:

HR Business Partner:       Date:

HR Manager:    Date:

Job description

Job Title: Engineer - Telephony & Technical Support

Ref: RES/IT06

Directorate: Resources

Department: IT

Reports To: Manager - Technical Support

Directly Responsible For: No direct reports

Overall team / department purpose

- The IT function is responsible for ensuring that our network of systems functions properly and connects well.

- Maintaining the governance of our business’s technological systems, maintenance of the infrastructure and functionality of the systems overall.

- Beyond that, colleagues within the IT department work internally on computer software and hardware in many ways that allow a business to be successful.

Key role priorities

- The role holder is required to provide first and second line support to users who encounter problems related to the operation of network, telephony, hardware or business applications.

- This involves working with users to resolve these issues and where applicable working with other members of the department and external third parties to do so.

- In addition, this role provides support for Microsoft Office 365 and Microsoft Service products, Remote Desktop Services, PCs, printers, laptops, mobile devices, computer and network equipment as well as managing and maintaining the corporate telephony solution across our business and also completes and develops designs, implementations, configurations and upgrades of Collaboration Solutions (Video, VoIP and data networks).

Key working relationships

- The role holder is required to work as an effective member of the IT team and to provide appropriate technical support to colleagues across our business at all levels and in all functions to resolve issues. The role involves working also with external third parties where required to ensure effective resolution of all issues.

Main duties & responsibilities

- Actively participate in the Service Desk operation, including logging all first and second line support calls in the service desk system whether received via telephone, e-mail or in person.

- Monitor the target dates on behalf of the Technical Manager to ensure calls are completed in-line with our business’s SLA and ensuring customers are kept informed of progress.

- Assist in the setup, support, upgrade and maintenance of all computer systems across our business to agreed performance standards and timescales at all offices.

- Provide a system user administration service (e.g., setting up new users, changing access rights etc.) for all network operating, email and Internet systems, in line with our business’s policies.

- Provide a full systems administration service for all business servers and PC operating software and hardware in conjunction with our business’s technical and network support contractors in accordance with agreed timescales, performance indicators and/or project plans.

- Roll out and install new and replacement hardware and software for users as required and move and set up IT equipment during office moves.

- Ensure timely resolution or escalation of helpdesk requests/incidents, communicating promptly on progress, and handling our customers with a consummately professional attitude.

- Maintain a comprehensive inventory of IT equipment and ensure that redundant kit is disposed of correctly in line with our business’s security and environmental policies.

- Provide advice, encourage and train where appropriate colleagues in relation to information technology.

- Ensure all servers, system components and devices are patched to the schedule as defined within agreed operational procedures. Ensure each patching exercise is appropriately recorded.

- Ensure IT Security is adhered to, in accordance with relevant IT policies.

- Work with other members of the infrastructure team to monitor SLAs, maintenance contracts, licence details and security arrangements and ensure that Best Value is obtained by our business in all IT transactions.

- Manage and maintain the VoIP Telephony solution across our business.

- Complete and perform designs, implementations, configurations, and upgrades of Collaboration Solutions (Video Conference Units, VoIP and data networks).

- Assist in the daily maintenance of video/audio, voice and data network infrastructure including LAN/WAN, and WiFi.

- Demonstrate expert level knowledge of network topologies and conditions; developing design documents, ensure changes to network topologies are made with minimal down-time.

- Manage video/audio, data/voice networking relationships and work with third parties to escalate issues when appropriate.

- Review network topology to verify correct usage and redundancy, ensure systems.

- Provide technical guidance and support to other members of the team.

- Provide peer training on correct usage of systems.

- Troubleshoot environment VoIP and data networks.

- Act as subject matter expert in Collaboration and be a trusted advisor to the customer base including all changes to IVR scripting, Configuration and upgrades as required to ensure the system remains fully operational.

- Act as a liaison point for all telephony and mobile device enquiries across our business.

- Participate in regular DR and BCP testing across our business for both the network and telephony infrastructures.

- Complete any other tasks commensurate with the level and nature of the post as delegated by the role’s line manager.

Key measures of success

- As part of the broader Service Desk team, ensure that all users are continually provided with an effective and timely support service for issue resolution

- Provision of an effective system of user administration and broader support for all services, hardware and software across our business

- VoiP telephony salutation continually managed and maintained across our business

- All computer and associated systems and services continually available and updated to best support business and user requirements

Livving our values

Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:

Making a difference daily

We invest in our people, our customers and in the creation of a fairer society.

Positively open

We’re open to feedback at all times, as we strive to deliver a first-class customer experience.

Forging the right way

We’re creating an inspiring road which others will want to follow.

Together as one

Our teams work on another level of cohesiveness to enable us to deliver better outcomes.

Each one of us…

• listens to our customers and makes their needs a priority
• is committed to equality, diversity and inclusivity
• takes a flexible approach and works where we’re needed
• follows health and safety guidelines to keep ourselves, colleagues, and customers safe
• helps reduce risks by proactively communicating any potential issues to our line managers
• protects sensitive information by safeguarding customer, colleague and third-party data
• is guided by our policies, procedures and social aims
• is dedicated to continual learning and taking ownership of our personal and professional development.

Person Specification

E - Essential criteria / D - Desirable criteria

Education & Qualifications

Degree or equivalent in computer science or a business-related subject with a significant component of IT or equivalent relevant experience (E)

Experience

Significant experience in IT service delivery, including a considerable time involving 2nd/3rd line support position (E)

Good knowledge and understanding of the system administration and user support for a good selection of the following: Microsoft Exchange, Routing and switching, Telephony and IP technology, Wireless networking, Office 365 services and applications, Microsoft Windows Server 2016/2022, Active Directory and Azure AD and Entra AD, Microsoft SQL Server, IT Service Desk systems, Call Manager Solutions, IVR Scripting language, Linux operating system, Vulnerability and Remediation (E)

Good knowledge and understanding of the system administration and user support for a good selection of the following: Storage area networks, including iSCSI, Virtual server infrastructures, Printing, Mobile devices, incl. Android and Apple, IT Disaster Recovery techniques, Information security and intrusion prevention, ITIL (D)

Skills, knowledge & ability

Knowledge of firewall control, configuration and virtual private networks (E)

Proven ability in using Service Desk applications (E)

Excellent troubleshooting and problem-solving skills (E)

Ability to complete tasks within set timescales according to service standards and priorities (E)

Good written and verbal communication skills, including the ability to communicate technical IT issues to non-technical users effectively (E)

Continuing strong interest in and aptitude for computer technology (E)

Good interpersonal skills with the ability to relate well to and develop and maintain good working relationships with users and other team members (E)

Personal characteristics

Committed to delivering an excellent IT service and exceptional customer service for all business users and willingness to be proactive in continuous service improvement (E)

Constructive and resilient when handling work related issues (E)

Self-motivated and able to work well on own initiative (E)

Good attention to detail (E)

Other

Able to travel independently to other locations (E)

A flexible approach to hours worked as role may involve some out of hours requirements (E)

NB: Summary for Advert (max 260 characters including spaces)

Providing first and second line support to users who encounter problems related to the operation of network, telephony, hardware or business applications. Working with users, colleagues and external third parties to resolve issues.