job description - nottinghamshire police · job description job title: telephony engineer....

-NOT PROTECTIVELY MARKED- NOTTINGHAMSHIRE POLICE

JOB DESCRIPTION Job title: Telephony Engineer Department/Location: Information Services Responsible to: Telephony & Desktop Team Manager Responsible for: N/A Date: 26th July 2012 JOB PURPOSE The installation, testing, implementation or decommissioning, removal and maintenance of Telephony services i.e. the wiring, equipment, hardware and appropriate software, following plans and instructions and in accordance with agreed standards. The maintenance of Telephony services, and to check that all requests for support including Incidents and Problems are dealt with according to agreed procedures. It is the responsibility of all staff working within Information Services to display a willingness and commitment to work co-operatively and flexibly with all colleagues, to ensure the smooth running of all areas of Information Services and the Force in general. PRINCIPAL ACCOUNTABILITIES

1 Installs, upgrades, moves or changes hardware and/or software such as PABX switches, wiring, telephone turrets, analogue extensions, digital extensions, IP extensions, analogue adapters, weatherproof telephones, Voice Recording, Voice Mail, Auto Attendant, Automatic Call Distribution systems, and the Software Integrated Communications Control System using supplied installation instructions and tools within established procedures and quality systems, including, where appropriate, hand-over to client.

2 Incident Management: Ensures that telephony management systems and appropriate performance analysis equipment and diagnostic tools are used to test the hardware and/or software affected, and quantify and qualify changes made.

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3. Reports details of all hardware/software items that have been installed and removed, ensuring that all change management and configuration management procedures are followed, and taking responsibility for maintenance and reconciliation of equipment and user databases.

4. Helps to resolve problems (eg poor performance) and faults (eg system failure) occurring in the operation of hardware and software - especially those requiring greater installation expertise.

5. Provides specialist guidance and some supervision to less experienced colleagues and suppliers. Analyses work in progress, takes action to ensure targets are met within safety and quality procedures, including hand-over to client where appropriate.

6. Initiates action to maintain or improve installation procedures and standards within area of authority, recognising issues that need to be escalated.

7. Plays a leading role in scheduling installation (upgrades, moves or changes) work, liaising with all concerned to ensure that installation priorities are met and disruption to the organisation is minimised.

8. Develops and maintains knowledge of the technical specialism by, for example, reading relevant literature, attending conferences and seminars, meeting and maintaining contact with others involved in the technical specialism and through taking an active part in appropriate professional and trade bodies.

9. Applies and maintains specific procedures and security controls as required by organisational policy and local risk assessments to maintain confidentiality, integrity and availability of business information systems and infrastructure components.

10. Conducts investigations of operational problems, makes proposals for improvement, and implements them when appropriate. Participates in reviews of systems performance and use, provides advice, and assists customer, specialists and other system or service providers to plan details of amendments and upgrades to systems.

11. To proactively undertake and align activities to support the Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Change Management, Release Management, Configuration Management, Incident Management and Problem Management processes in respect of their relevant technical area.

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12. To participate in the Force PDR process and take responsibility for identifying your own professional and career development needs.

JOB REVISION This job description is subject to periodic revision to accommodate organisational and technological developments, following discussion with the post holder. POLICIES AND PROCEDURES The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practice of Nottinghamshire Police, which the Force may amend from time to time.



DIMENSIONS Financial: N/A Staff: N/A Sphere of activity: The Telephony team provides a 24 by 7, 365 days a year service to support 4,500 users across the county This includes services based upon 20 telephony switches Encompasses analogue, digital & IP technology 4,000 extensions SICCS (Software Integrated Communications Control System) Voice Recording Voice Mail Call Logger Auto Attendant



ORGANISATIONAL/DEPARTMENTAL CHART

ACCOUNTABILITY Prepared by: Christi Carson, Head of Information Services Signature: Date: 26th July 2012



PERSON SPECIFICATION

Job title: Telephony Engineer Department/Location: Information Services Date: 26th July 2012

CRITERIA METHOD OF ASSESSMENT

KNOWLEDGE AND EXPERIENCE Maintain an up to date knowledge and awareness of current

developments in telephony technology.

Considerable experience and knowledge of o Telecom switch configuration

o Siemens ISDX range o Nortel Meridian Range

o VoIP o IP Telephony o Local Area Networks o Private circuits and DELs o Call logging equipment o Voice Mail (Auto Attender, Telephonetics) o Windows o Microsoft Office suite of Applications

Ideally experience of APD Cortex

Proven experience of co-ordinating moves and changes including administering specialised voice communications systems and monitoring usage, minimising disruption and maintaining and updating records to provide management with information as and when required.

Proven experience of maintaining, implementing and

recording details of network and telephony equipment, peripherals and ancillary equipment, spares, upgrades, decommissioning and managing the recharging, advising of budgetary savings where appropriate.

Experience of advising on feasibility studies and implementing projects which require a definition of

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operational, technical or configuration details.

Experience of liaising successfully with users, suppliers, colleagues and staff, including the production of technical documents to operational support level.

Experience of working within an ITIL based organisation.

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SKILLS AND ABILITIES

Be able to communicate appropriately both verbally and in writing clearly, concisely and courteously to users, suppliers and colleagues of all levels.

Be self-motivated, self-confident, enthusiastic and able to work on own initiative and as part of a team.

Be pro-active, flexible, open minded and innovative in style; willing to experiment with new ideas and implement change.

Be able to analyse a problem or situation break it down systematically into its component parts and identify the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflect on the result, so that that learning is identified and absorbed

Be able to deal effectively with unexpected situations, taking advantage of opportunities and overcoming problems.

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EDUCATION/QUALIFICATION

ITIL Foundation Certificate Achieves a Certification from a Telephony Switch

Manufacturer (e.g. Nortel or Siemens) or to have three years equivalent experience

Educated to BTEC level 3 in Telecommunications or have

three years relevant experience.

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OTHER

Willingness to be flexible with working hours when necessary.

Willingness when necessary to respond to work demands outside normal working hours, including being on a call out rota to manage and resolve critical system failures.

Hold a current driving license and be willing to use own

vehicle, authorised police vehicles or hire vehicles, or able to arrange travel to locations nationwide, sometimes at short notice, in the course of duties.

The post holder must be aware and committed to the

Community, Diversity, Equal Opportunities, Data Protection Computer Misuse Acts and Health & Safety at Work Acts.

Must pass vetting to Management Vetting Level

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ACCOUNTABILITY Prepared by: Christi Carson, Head of Information Services Signature: Date: 26th July 2012

job description - nottinghamshire police · job description job title: telephony engineer....

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