Support Engineer - VoIP

JOB TITLE: Support Engineer - VoIP

SALARY: £35,000 - £45,000

BENEFITS: 32 days holiday (including bank holidays), Private medical Insurance, Personal development budget, home office set-up allowance.
LOCATION: Milton Keynes / Home Working (1 day a week in office)

Our client is looking for 2 x Support Engineer to join their existing team. Ideally, you will have a solid grasp of service desk software solutions and working in a start-up environment. Most importantly, you need to have a passion for technology, user experience and delighting their customer base. There are 2 positions available, one is for more of a junior engineer, and one that is more senior-mid level. There will be a requirement to work 1 day a week from their HQ in Milton Keynes, and the rest WFH.

JOB SPECIFICATION: Support Engineer - VoIP
Provide a high level of support and service to customers. This will include the setup and

optimization of their on-prem and hosted solution. Troubleshoot network, firewall, router and ISP

connections to optimize their VoIP quality of service, by providing 2nd and 3rd level support to customers.

• Apply expert knowledge of services, VoIP technology and networking hardware and software
• Answer difficult technical questions, solve technical problems and suggest appropriate workarounds
• Manage customer expectations and experience to deliver high customer satisfaction to increase retention
• Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues and other software issues
• Manage the quality of service your provide in line with customer SLAs
• Produce and deliver monthly reports to customers; fending any questions that may arise.

REQUIREMENTS: Support Engineer – VoIP

Ideally you will have Cloud – AWS, Azure, Google, Virtual Machine concepts, Awareness of relational databases, Networking, IT or telecommunications certification is a plus – Cisco CCNA, Asterisk or

equivalent is desirable, Experience of SIP, RTP and codecs. However as a bare minimum we would require:

• Proven experience in a customer focused role such post-sales technical support
• Ability to communicate and empathise with all levels of customer
• Familiarity with service desk software
• A basic foundation of Linux knowledge.
• Understanding of TCP/IP networking, routing and switching.
• Awareness of basic PC/server components and how they work together.

KEYWORDS: VoIP, Linux, UCaaS, Support Engineer, SIP, TCP/IP, Asterisk, CCNA