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Telephony 2nd Line Support Engineer

  • Location: Brighton, East Sussex
  • Salary: £25000 - £28000 per annum
  • Contract hours: FullTime

Job provided by Context Recruitment


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About the job

2
nd Line Support Engineer

Unique opportunity to join a rapidly expanding, industry leading Telecommunications Provider as a 2nd Line Support Engineer (service desk), providing troubleshooting and advanced support services to their clients and customers.

This is an innovative, new generation telecommunications company specialising in IP technology Cloud Voice services. As a Support Engineer you will uphold exceptional levels of customer service, providing technical service desk support to clients and may occasionally be required to provide resource assistance to 1st line support engineer rotas, enabling you to provide support services to their internal network and telecoms.

This is a supportive business with an excellent company culture, providing plenty of opportunity to further develop your technical skillset through training, and various opportunities to contribute to projects alongside the provisioning of new clients. This company has an excellent track record of promoting internally into both specialist and management positions.

Daily responsibilities:

Proactive Incident Management using Service Cloud at the set SLAs
Direct point of contact for the Escalations from 1st Line Engineers
Investigation of Quality related issues using detailed SIP traces
Monitoring of RTP streaming on live calls
Responsible for assisting customers on provisioning and configuring of SIP devices (Yealink, Snom, Polycom, Panasonic etc)
Responsible for 2nd Line support for issues related to Telephony, SIP, PBX, Phone Systems
Assisting customers with the configuration of their Routers and Firewall
Monitoring of customer routers for any packet loss issues
Monitoring of the traffic on each supplier trunks
Responsible for updating documentation on Confluence
Configuring customer accounts with their unique requirements, whilst be able to investigate and resolve related issues.
Responsible for investigating any CTI issues
Assisting customers with complex Time Control Services, Queues and Group Services
Process & procedure documentation

Essential skills:

Being able to troubleshoot and understand SIP messaging / RTP is a must
Considerable experience in a handson role supporting and/or installing IP telephony systems
Be an excellent problem solver with strong analytical skills
Good working knowledge of IP Networking and trouble shooting
Experience of dealing with Routers, Firewalls and network configuration;
Good time management skills
Possess excellent interpersonal skills and can communicate concisely at all levels
Able to work well on his/her own initiative and to demonstrate the highest levels of organisation required to meet tight deadlines
Fast learner and quick to grasp new ideas, technologies and concepts
Be able to evaluate, learn, adapt and improve

Desirable skills:

Experience with Asterisk/Opensips/Netsapiens
Experience with VMware

Must be eligible to work in the UK

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