Technical Support Engineer

Location

Bolton, Greater Manchester | United Kingdom

Job description

Our Client is a dynamic leader in communication solutions, specializing in VoIP, SIP, and data services. Their commitment to exceptional customer service and innovative solutions sets us apart in the industry.

Position Overview : As a Technical Support Engineer, you will play a crucial role in ensuring the seamless operation of our VoIP, SIP, and data services. Your primary responsibility will be to investigate and diagnose customer issues reported through the service desk, email and telephone, providing timely and effective solutions. Additionally, you will collaborate with key stakeholders across projects to support solution delivery and work closely with Management and Technical Solutions Engineers to maintain optimal network uptime.

Key Responsibilities:

1. Investigate and diagnose customer issues related to VoIP, SIP, and data services reported via service desk and telephone channels.
2. Collaborate with key stakeholders across projects to understand requirements and provide technical assistance in solution delivery.
3. Work alongside Management, Lead engineers, and Technical Solutions Engineers to ensure excellent service delivery and maximize network uptime.
4. Document and escalate complex technical issues to appropriate teams for resolution.
5. Provide technical guidance and support to customers and internal teams as needed.
6. Stay updated on industry trends and best practices related to VoIP, SIP, and networking technologies.
7. On-Call Rota with the opportunity to earn additional income for every week completed (usually around 1 in 6)

Experience and Qualifications:

1. Prior experience in VoIP support is desired but not mandatory.
2. Prior knowledge of IT and networking, including TCP/IP, DNS and DHCP.
3. Proven ability to solve technical problems efficiently and effectively.
4. Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.
5. Self-motivated and be able to progress projects without micro-management

Additional Skills (Preferred):

1. Certification in relevant technologies such as, CompTIA Network+, or equivalent.
2. Experience working with VoIP platforms such as 3CX, Microsoft Teams Direct Routing
3. Knowledge of troubleshooting tools and methodologies for diagnosing network issues.
4. Strong analytical and problem-solving skills, with a keen attention to detail.

Note: This job description outlines the primary responsibilities and qualifications for the Technical Support Engineer role. However, additional duties may be assigned as needed to support the overall objectives of the organization.

Benefits:

• Competitive salary with opportunities for advancement based on performance and contribution to project success.
• Access to a cycle-to-work scheme, promoting environmentally friendly commuting options.
• Engaging and collaborative work environment with ample opportunities to influence business direction and contribute innovative ideas.
• Opportunities to attend industry events and workshops to further advance skills, drive business and network.

Job tags

Salary