Telephony Engineer
Application Deadline: 29 May 2026
Department: IT Services
Employment Type: Permanent - Full Time
Location: Newquay, Cornwall, UK
Description
Role purpose
The post holder will be mainly responsible for carrying out business as usual (BAU) tasks on the university’s telephony systems, which we are currently modernising for future technologies.
They will ensure that incidents and requests are dealt with within SLAs and matters are escalated in accordance with the processes in place.
The post holder may be required to raise changes and attend CAB and possibly deal with problem records.
Experience of telephony systems is not essential as training will be provided.
Assist in the delivery of the University’s projects & the Yearly Clearing call centre.
Travel to our London offices may be required.
The successful candidate will be required to work a minimum of 5 days per month in the office, once fully trained. However, extra attendance in the office may be required dependent upon work requirements, meetings etc.
Key responsibilities
The Telephony Engineer will be responsible for:
· Monitor the Telephony BAU ticket queue, prioritising Incidents and Service Requests to keep within the SLA’s and ensure their changes are completed on schedule
· Support the appropriate Telephony infrastructure including all ancillary systems such as voicemail, call logging etc.
· Responsible for the support of KCL’s Telephony technologies to ensure the smooth running of the Service Desk and other ACD Groups. This will include modern technologies such as Content Guru’s Storm Platform & MS Teams Queues. May be required to assist with the implementation of future technologies, such as AI Solutions etc.
· Assisting on the downscaling of the Mitel MX1 System and migrating users onto Teams Telephony.
· Monitoring of the telephony systems to identify faults and capacity issues
· Will be required to help support the University’s yearly Clearing call centre.
· May have to attend the Change Advisory Board (CAB) and other peer group meetings on Telephony related changes or other issues, if required.
· Responsible for the updating of the user/extension database and other system documentation.
· Responsible for working closely with other teams within IT to provide an excellent IT Service
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.
Employee Benefits
- Hybrid Working - Minimum of 5 days per month in the office
- 10% Performance related bonus
- 30 Days holiday and maximum of 8 public holidays (pro-rata)
- Sick pay
- 4 Discretionary Christmas Closure Days
- Contributory pension scheme
- Life Assurance cover
- Service time - 3 Volunteer days per year
- Free onsite parking & Bike racks
- Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
- Student Discount (access to Totum, Unidays & Student Beans)
- CycleScheme
- TechScheme
- Opportunities for formal training and professional certification
- Free access to Linkedin Learning
- Free access to Future Learn short courses
- Potential for internal promotion and advancement
Equality, diversity & inclusion
Equality, Diversity & Inclusion are central tenets of King’s Vision 2029 which sets out the roadmap for King’s ambition to provide an exceptional student experience and to be an employer of choice. Integral to this is ensuring equality of opportunity and outcome, recognising, celebrating and improving our diversity and inclusion.
As a responsible employer we aim to provide and promote a positive working, learning, and social environment which is free from prejudice, discrimination and any forms of harassment, bullying or victimisation. Our commitment to inclusion means that King’s aims to create an environment where differences are not just respected, but also valued and celebrated. Everyone should be able to bring their whole self to King’s.
All King’s students, staff and affiliates are responsible for meeting these commitments to value diversity and create an inclusive environment. King's will support and equip all members of its community to do this, embedding inclusion throughout the university’s policies, procedures, and practices.
