Telephony Engineer

Telephony Engineer managing university telephony systems and supporting infrastructure. Involves BAU tasks and collaboration with IT teams.

Posted 5/11/2026full-timeQuintrell Downs • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Key responsibilities & impact

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.

What you’ll need

Experience of telephony systems is not essential as training will be provided.
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.

Comp & perks

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.

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Hard Skills & Tools

telephony systemsincident managementservice request managementfault monitoringcapacity managementsystem documentationuser database management

Soft Skills

prioritizationcollaborationcommunicationproblem-solving