Telecoms/ UC Tech Support Engineer

Fulfil your potential in hospitals that make history:

Charing Cross, Hammersmith, St Mary’s, Queen Charlotte’s & Chelsea and Western Eye.

With five world-renowned hospitals, Imperial College Healthcare NHS Trust is full of opportunity if you are looking to develop your healthcare career.

We are an NHS Trust of approximately 16,000 people, providing care for over a million and a half patients from north west London and beyond every year.

We have a rich heritage and an ambitious vision for the future of our patients and local communities.

With our partners, Imperial College London, and The Royal Marsden NHS Foundation Trust, we form Imperial College Academic Health Science Centre, one of 6 academic health science centres in the UK, working to ensure the rapid translation of research for better patient care and excellence in education.

We are proud of our heritage in innovation and we are early adopters of new insights in technologies, techniques and treatments for improving health.

Job overview

As a Telecoms/UC Tech Support Engineer, you’ll play a key role in supporting a complex, multi-site telecoms and unified communications network across several NHS Trusts. You’ll provide 1st and 2nd line support, troubleshoot faults, and maintain systems including Unify Openscape, Netcall, Alertive, and legacy platforms.

Your work will span installations, diagnostics, disaster recovery, and infrastructure support—ensuring 99.99% network availability.

This role demands strong technical knowledge, excellent communication skills, and a proactive, customer-focused approach. You’ll thrive in a fast-paced, collaborative environment where your contributions directly impact patient care and operational efficiency.

Main duties of the job

As a Telecoms/ UC Tech Support Engineer your role is to contribute to the provision of service through:

• The provision of 1st line, 2nd line support to users, through the service desk function.
• Accurate identification of faults and issues affecting the system/ network and early resolution to ensure 99.99% network availability is maintained.
• Engage 3rd party service providers as directed by Telecoms/ UC Network/ Systems Engineers.
• Installation and maintenance of new or existing network equipment as directed by Telecoms/ UC Network Engineers.
• Work to agreed SLA’s and monitor compliance.
• Participate in out of hours on call rota when applicable.

Working for our organisation

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview. .

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person specification

Education/ Qualifications

• Educated to degree level or demonstrable equivalent experience or training.

Experience

• Experience of supporting QoS, MPLS, etc., in a large organisation supporting a verity of vendor platforms and technologies.
• Experience of maintaining operational stability through prolonged periods of organisational and technological change.
• Operational experience in service delivery in a healthcare setting.
• Knowledge of administration procedures and computerised software.

• Fault finding traditional telephone and associated cabling.

Skills/Knowledge/ Abilities

• Demonstrable knowledge of Unify (Siemens), Openscape technology and or other voice switching technology.
• Basic understanding of TCP/IP routing and switching protocols including SIP, LAN, WAN, VLAN.
• Troubleshooting skills across multiple platforms including Netcall and or other ACD type solutions.
• Excellent communication skills required in all forms, (written, verbal, electronic). Ability to follow team guidelines in regard to call updating and status reporting.

• Working knowledge of Siemens ISDX technology.
• Support of 24x7 business critical platforms.