ICT Telephony Systems Engineer

Job description

ICT Telephony Systems Engineer

Force

South Wales Police

Role Type

Police Staff

Business Area

Information & Communication Technologies

Department

K Digital Data and Technology

Location

HQ, Bridgend

Grade

SO12

Salary

£37,020.00 - £39,267.00

Part/Full Time

Full Time

Hours per Week

37

Type of Contract

Permanent

Level of Welsh language ability required?

2

Shortlisting Date

16 November 2026

Interview Date

23 November 2026

Closing Date

11/11/2026, 15:00

Job Advert Description

ICT Telephony Systems Engineer

Location: South Wales Police Headquarters, Bridgend, Wales

Permanent

Salary £37,020 - £39,267

• Are you looking for your next career step?
• Do you want to be a part of an Innovative Organisation?

About Us: South Wales Police is the largest police force in Wales, serving a population of approximately 1.3 million people across an area of 2,117 square miles. We are dedicated to keeping our communities safe and secure, and we rely on cutting-edge technology to support our operations. As an ICT Telephony Systems Engineer, you will play a crucial role in ensuring the smooth functioning of our ICT infrastructure and providing technical assistance to our staff. We have recently invested heavily in our ICT department with exciting new projects and opportunities funded by significant investment. We are going through a period of significant growth and technological change; there has never been a better time to join!

The role

We are seeking a highly skilled and motivated Structured cabling engineer, with tracked experience in Copper and Fibre installations to join our dynamic IT team. In this role you will support the development, implementation, and maintenance of the network fabric & telephony infrastructure. The ICT Network Fabric & Telephony Systems Analyst will provide the technical resources necessary to support business continuity for a 24/7 emergency policing service and its external partners.

Responsibilities:

• Receive and respond to enquiries from customers, including complex queries related to area of work.
• Provide relevant information, on the phone, face-to-face and/or electronic based on existing departmental procedures.
• Deal with straightforward and escalated queries and escalate more difficult or complicated queries.
• May involve interacting with, and pro-actively supplying information to community groups and members of the public
• To present a positive image and service to both internal and external customers.
• Individuals are required to effectively engage with internal and external customers at all levels, in order to provide a high-quality standard of service.
• Maintain confidentiality in relation to data protection issues and Management Of Police Information (MOPI) standards.
• Carry out, technical, investigative and/or administrative activities in support of the team's work programme.
• To set up and operate associated machinery/equipment within specialist area.
• To conduct day to day maintenance and testing of equipment and/or associated machinery.
• May require the installation of relevant software and re-calibrating of associated equipment.
• Organise, schedule and attend events/meetings/resources including equipment, people and systems as directed.
• Plan and organise own work and/or contribute to departmental project
• Co-ordinate with other team members.
• May contribute to local community priorities.
• Follow, create and amend processes for use by self and others related to area of work.
• Quality assures processes for use by self and others as directed.
• May check stock levels and request supplies.
• May receive and process various types of transactions.
• Assist in the interpretations of data, test results, technical/investigative queries, and present possible findings accurately and on time.
• Create, store, maintain, retrieve and update records/data both manual and electronic on a local and national systems.
• Use and understand common systems relevant to area of work to enable manipulation of information and initial investigation of customer queries/problems.
• To present a positive image and service to both internal and external customers.
• Individuals are required to effectively engage with internal and external customers at all levels, in order to provide a high-quality standard of service.
• Maintain confidentiality in relation to data protection issues and Management of Police Information (MOPI) standards.

In addition, the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity, change the general character or level of responsibility of the post.

Requirements:

Essential:

• Must have a good standard of education to at least GCSE A-C Level, including Maths and English, or be able to demonstrate equivalent skills and abilities.
• Must have related qualification(s) in IT or proven experience in relevant areas of technology related to the role profile.
• Experience of enterprise scale network and telecommunication platforms and especially Unify
• Installation of IT related equipment(servers/switches/routers) within data centre environments.
• Installation and testing of copper and fibre media to required BS EN specifications.
• Experience in supervising external contractors and quality assurance of work.
• Must be computer literate and proficient in Microsoft applications.
• The post holder must provide technical support including;
  • 2nd line support and administration for designated telecommunication function(s) including management of 1st line engineers
  • structured data cabling including fibre installation
• Broad experience of the telecommunication industry.

Desirable:

• IT related degree

A recognised network or voice related qualification

• A recognised industry standard cabling qualification preferably TE Structured Wiring Technician ACT1 & ACT2.
• A recognised industry standard cabling qualification.
• CNCI certified.
• Experience of enterprise scale unified communications environments and platforms.
• Be aware of the strategic operational implications that a telephony system has upon the organisation.
• Experience of voice platform solutions and preferably the Unify Openscape.
• An awareness and working knowledge of the priorities, strategic aims and objectives of South Wales Police.
• Experience of enterprise scale unified communications platforms spanning multi-vendor environments and especially Unify and Microsoft
• Experience of participating within projects.
• Welsh Language Level 2 - Can say place names / Welsh first names or Welsh signs correctly (e.g. Tonyrefail, Angharad, Gorsaf Heddlu etc.). Can recognise departments and locations in Welsh (e.g. Adran Adnoddau Dynol, Pencadlys etc.). Can greet and introduce others using basic linguistic courtesy such as e.g. bore da, prynhawn da, croeso, diolch etc.).

Where you'll fit in:

The ICT Telephony Systems Engineer role works within the Technical Delivery section of the ICT Department and reports to the ICT Network Telephony Specialist

Benefits Include:

• Training and professional development opportunities
• Local Government Pension Scheme
• 24 days Annual Leave increasing to 29 days after 5 years employment
• Flexible working dependant of duties
• Free on-site parking
• On site fitness centre and canteen
• Collaborative and supportive work environment.
• Cycle to work scheme
• Wellness programmes
• SWP Diolch Vectis & Blue light Discount Card
• Opportunity to make a meaningful contribution to public safety and community well-being.

Diversity, Equality & Inclusion

As a Force, we are committed to developing the overall structure of equality, diversity and inclusion across South Wales Police: in our workforce and in the services we provide.

South Wales Police is an equal opportunities employer and is determined to attract, employ and support a workforce which is representative of the diverse society which it serves.

We are committed to achieving a working environment which is free from any form of harassment, intimidation, bullying or victimisation.

Applications are welcomed from all under-represented groups, and support will be made available for all applicants as and when requested.

For more information about the role please contact [email protected]

Note: Due to the sensitive nature of the work performed by South Wales Police, all applicants will undergo a comprehensive background check as a part of the recruitment process.

A full driving license is essential for this role.

The successful Candidate must be willing to undergo vetting to MVSC Vetting.

Please note, if you are subject to an ongoing PSD investigation, you appointment or placement in the role may be delayed pending an outcome. Whether the role is held open will be considered on a case-by-case basis

Level 2 Welsh is not essential, that level could be achieved within the first year of employment.

This post is not suitable for job share/part-time workers due to exigencies of the business.

Document Attachment (English)

Document Attachment (Welsh)

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