VoIP Technical Support Engineer

4 weeks ago

india The VoIP Shop Ltd Full time

The VoIP Shop delivers an innovative Cloud Phone System Solutions to Businesses and Public Sector customers all over the UK


Based at the High Tech offices near the Leicester Space Centre Complex. We have a team of highly skilled Cisco Trained Engineers


We work directly with our national network (Open Reach) and CISCO Systems Inc to deliver a Tier1, Carrier Grade Cloud Phone System Service to clients all over the UK

from small to medium businesses such as Estate agents, Care homes, Legal sector, Manufacturing, Construction Industries to large corporations and public sector clients such as the NHS, Schools, Councils, Government Offices to Medical clinics and Call centers.


TheVoIPShop Technologies Limited has been supplying phone systems to UK businesses for over 17 years. 

We are a creative, aspirational team working together to supply telephone systems bespoke to each business with a service tailored to their needs.

We encourage a positive, can-do spirit balanced with operational focus and competitive drive to be the best we can be.

Our customers and those who work with us are our priority and we are ever aware of the importance that to succeed, our team need to feel motivated and happy.

When seeking new team members, we look for open, honest, caring, and focused individuals who are keen to join a fast-paced business and contribute to its continued success.


 

BENEFITS FOR Support Engineer:

  • Vacation to UK, Holiday tailored to meet your needs.
  • Visa opportunity in the UK

Why should you choose The VoIP Shop?

We started The VoIP Shop with a single focus, Placing People First. Knowing every good endeavour begins with listening and understanding, we’ve set about challenging every part of the employment process. Bringing the proper connections together for the perfect fit.

How is The VoIP Shop different?

The VoIP Shop gets to know our prospective employees, using these insights to locate the perfect placement for you. We are there, every step of the way. Providing a best-in-class compensation package combined with the opportunity to grow financially and personally through your work.

The Role

You will be responsible for:

 You will work with and have the full support of 1st and 2nd line support teams at Cisco and Open Reach UK further enhancing your skills as you work within our team learning about and working with the best cloud phone system technology available in the UK. Essential requirements will require the employee to build strong client relationships, work well individually or as part of a team, communicate effectively, clearly understand customer requirements, and provide excellent service to customers and meet SLA’s.

The position requires a quick learner who is keen to adapt to new technologies alongside their day to-day job role.

As such a new employee will be required to have excellent phone manner and organizational skills to deliver the highest quality support service. The position will report to our Support Manager.

 

Trained to provide 2nd & 3rd line support of IT & telecommunications technologies for a large and growing existing customer base including but not limited to:

 

  • Connectivity – broadband and Ethernet technologies
  • Cisco telephone systems
  • 3CX hosted telephone systems
  • Mobile telephony and integration
  • SIP Trunk diagnostics and repair
  • Network and routing configuration and troubleshooting (Draytek, Cisco)

Core Responsibilities and Day to Day Activities

  •  Maintaining Hosted VoIP technologies, SIP and Le
  • Legacy PBX solutions
  • Providing Tech Support
  • Understanding customer networks
  • Communicating effectively with suppliers such as Cisco
  • Updating customers within SLA’s.
  • Providing high quality customer service.
  • Basic Project management
  • Logging and resolving customer faults remotely.
  • Support in setup of phone systems and off-site phone system surveys
  • Broadband and Ethernet connectivity support
  • Configuring and setting up Routers, Firewalls, Switched IP networking.
  • Configuring equipment for customer sites.
  • Management and troubleshooting of the network.
  • Assisting with the general operation of the company.
  • Escalating technical issues to the relevant parties when needed and following up till the issues are closed.
  • Ensuring all standards and procedures are followed and maintained.
  • Answering queries and resolving issue relating to usage of standard applications and IT services.
  • Providing monthly help desk reports.
  • Designing, maintaining, and supporting the network infrastructure.
  • Monitoring system performance and ensuring reliability and availability.
  • Recommending infrastructure solutions to meet business requirement in compliance with IT policy & procedure.
  • Providing Level 2 support and troubleshooting as and when required.


Ideal Profile

  • You possess a Degree/Diploma in Computer Science, Engineering or related field.
  • You have at least 2 years experience, ideally within a Helpdesk / Technical Support or Network Engineer / Systems Engineer role.
  • You have excellent communication and interpersonal skills.
  • You have working knowledge of Relevant certifications and/or experience in IT support and network management
  • A working knowledge of networking covering cabling, routers, firewall, switches and access point
  • Good at recording and managing of support tickets and work requests in a ticket management system
  • Experience working with remote control tools
  • Detailed tracking of activity and changes in our documentation system
  • Ability to work independently and ensure customer satisfaction
  • Knowledge of Windows 10/11, Windows Server, Active Directory, Group Policy
  • Knowledge of printers and scanners, website administration and DNS
  • Experience with supporting and managing 3CX or Teams VoIP Technology and Strong communication skills using phone and email, especially when explaining technical information
  • You pay strong attention to detail and deliver work that is of a high standard
  • You possess strong analytical skills and are comfortable dealing with numerical data
  • You are a strong team player who can manage multiple stakeholders

What's on Offer?

  • Join a well known brand within Telecommunications
  • Excellent career development opportunities
  • Flexible working options

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