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Telephony 2nd Line Support Engineer

£30,000 - £38,000 yearly
  • Context Recruitment Ltd
  • West London, London
  • 07/01/2019
Full time Telecommunications

Job Description

Telephony Support Engineer - Up to 42k package

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. may occasionally be required to provide resource assistant to 1st line support Technical Assistance Centre (TAC) rota's and provide support services 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 opportunities to contribute to projects and the provisioning of new clients. This company have an excellent track record of promoting internally - including into project design and consultant positions.

Daily responsibilities:

  • Proactive Incident Management using OTRS at the set SLA's
  • Direct point of contact for the Escalations from 1st Line Engineers
  • Investigation of Quality related issue using through the 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 on setting of the 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
  • Setting up customer accounts for the Call Recording over ASC and Tollring and Investigating and resolving issues related to any Call Recording
  • Responsible for Investigating the CTI issues
  • Assisting customers with complex Time Control Services, Queues, Group Services
  • Investigation of Skype for Business related issues
  • Time to time documentation on technical procedures over confluence

Essential skills:

  • Being able to troubleshoot and understand SIP messaging and RTP is a must;
  • Considerable experience in a hands-on role supporting and/or installing IP telephony systems;
  • Experience of using Office 365;
  • 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:

  • Skype for business deployment, Active directory, DNS
  • Experience working with Yealink, Panasonic & Polycom devices.
  • Experience in supporting Microsoft Windows server and client applications;
  • Metaswitch/Oracle ACME packet SBC experience;
  • VMware ESXi experience or similar virtualisation technology;

Must be eligible to work in the UK