Telephony Support Engineer - 2nd Line

Context Recruitment
Shoreham-By-Sea, UK
Closing date
28 Oct 2020

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Technology & New Media
Contract Type
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2nd Line Telephony 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 rota's, 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 SLA's
Direct point of contact for the Escalations from 1st Line Engineers
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.

Essential skills:

Being able to troubleshoot and understand SIP messaging
Considerable experience in a hands-on 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 Gamma Horizon
Experience with VMware

Based in Shoreham, West Sussex

Paying up to 30k + benefits.

Must be eligible to work in the UK
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