ICT Engineer (Telephony)

About the job

Key information

• Based at County Hall, Taunton with flexible working options available
• 28 days’ annual leave, plus bank holidays
• Permanent, full time position (37 hours per week)

What will I be doing?

We’re working to improve the lives of people in Somerset – and you’ll be a key part of that. Your day-to-day work will involve:

Key Responsibilities:

Your time will be split between supporting telephony and mobile phone requests, incidents, and projects.

• You will act as the first point of contact for all telephony and mobile related issues and service requests.
• Managing and processing telephony & mobile phone tasks through our Halo ITSM tool in a timely and efficient manner.
• Troubleshooting and resolving incidents related to our Microsoft Teams phone system, physical handsets, and other telephony platforms.
• Troubleshooting and resolving incidents related to Mobile phones
• Prepping mobile phones for deployment
• Working logically and methodically to identify and analyse patterns that could indicate a major incident.
• Maintaining clear and concise documentation for all incidents, requests, and resolutions.
• Providing exceptional customer service to all staff, ensuring they are kept informed throughout the support process.
• Collaborating with the wider IT team to resolve complex issues and contribute to the continuous improvement of our telephony services.
• Assisting with projects.

You’ll be joining a supportive and collaborative team, contributing to the continuous improvement of our telephony services and helping ensure our staff stay connected.

What kind of experience or qualifications do I need?

We offer ongoing support, training and guidance to help you be the best you can be. But it will really help if you:

• Are a logical and methodical thinker with strong analytical and fault-finding skills.
• Are excellent communicators with a commitment to providing outstanding customer service.
• Are proficient in Microsoft Office applications.
• Possess a positive, can-do attitude and a proactive approach to your work.
• Are highly organized with the ability to maintain accurate and detailed documentation.
• Have experience in a similar role or with telephony systems (beneficial but not essential).

Whether you’re starting your career in IT and communications or looking for a new challenge, we welcome your application.

What is in it for me?

We are proud to offer an environment that is supportive and rewarding, working as part of a team who are passionate about the work they do to improve the lives of people in Somerset.

We offer great training and development opportunities, with supportive management. As well as this, we have some fantastic employee benefits available:

• We promote a healthy work-life balance and offer flexible working arrangements wherever possible, including working from home.
• Generous annual leave allowance, with the opportunity to purchase additional leave
• Staff discounts in gyms.
• Employee Assistance for the times you may need some support and a variety of employee wellbeing services.
• Auto enrolment onto our generous Pension Scheme and optional pension enhancement through our Additional Voluntary Contribution scheme.
• A Flexible Benefits Scheme via salary sacrifice to obtain a cycle for work and health screenings.
• My Staff Shop offering discounts in shops, online shopping, restaurants, cinema tickets, insurance benefits and more

DBS check

This role requires a basic check via the Disclosure procedure.

Supporting documents and information

The means to travel across the county including rural areas not covered by public transport is necessary to carry out this role.

The salary for this role is (Grade 12); £28,598 to £32,061 per annum.

For an informal chat about the role, contact:

Nick Jones – Tech Lead (Networks, Firewalls & Telephony)

📧 nick.jones@somerset.gov.uk

📞 07971 642 440

If you have everything you need, just hit the apply button. We can’t wait to hear from you

Apply on the Somerset Council website

Apply now