Job Title: 2nd Line VoIP / Network Engineer
Location: Pencoed, Wales
Salary: £26,000 - £30,000 per annum
Job Type: Full time, Permanent
Working Hours: Mon - Fri 09:30 to 18:00
About Flotek Group:
Flotek Group is the fastest-growing tech company in the Southwest, delivering IT and communication technology to small and medium businesses. With regional sales and support hubs across the South West, we are committed to our core values and principles, ensuring every product and service is provided with expertise, passion, and dedication.
Role Overview:
We are seeking a skilled and enthusiastic 2nd Line VoIP Engineer with experience in the ICT sector, particularly in VoIP/SIP and IP networks. The successful candidate will handle inbound technical support calls, resolve and triage issues, and, when necessary, escalate them to the engineering team. This role may also involve visiting customer sites for on-site support.
Key Responsibilities:
1. Handle inbound calls from customers requiring technical support for VoIP systems.
2. Troubleshoot and resolve VoIP, SIP, and network-related issues remotely via phone and email. If unable to resolve at first contact, triage the incident/request and escalate to senior team members.
3. Investigate and monitor ...