Tech Support - Voice Infrastructure Support
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We are actively building diverse teams and welcome applications from everyone.
* Role: Tech Support - Voice Infrastructure Support
* Location: Birmingham (SCC hybrid working – a mix of office and home)
* Contract Type: Permanent
* Salary Package: Salary based on experience, plus a broad flexible benefits scheme and 2 paid volunteering days a year
* Hours: 24x7 support team with a mix of shifts and on‑call out of hours
* Interview Process: 2‑stage process
Why SCC?
* An inclusive workplace
* Excellent package: solid basic and company benefits
* Hybrid working & core hours in line with role requirements
* Career development and lifelong learning opportunities
* Opportunity to join Europe's largest privately‑owned IT Company
Security clearance or willingness to apply will be required for this role.
Role Purpose
The role will be a Tech Support as part of the Voice Infrastructure Support Team, delivering technical support for Voice and Communication systems for customers, ensuring stability, security, and optimal performance across the environment. The role involves diagnosing and resolving complex issues, maintaining Voice and Communication systems, and collaborating with teams to implement improvements and uphold service standards.
Key Responsibilities
* This is a “hands‑on” technical support position that requires knowledge across Unified Communications (UC) and AudioCodes technologies.
* Provide remote proactive and reactive support for UC infrastructure, ensuring stability and availability of services.
* Monitor and analyse system faults, identify critical customer issues, and propose long‑term solutions to eliminate recurring problems.
* Deliver 2nd and 3rd level support to customers, applying advanced technical expertise to resolve complex issues.
* Ensure timely resolution of incidents and service requests in line with internal and external SLAs, including root cause analysis where required.
* Perform triage on incident tickets, answering customer queries and prioritising cases effectively.
* Escalate issues to vendors when necessary, coordinating resolution activities to meet SLA commitments.
* Maintain accurate and detailed documentation of all customer interactions and technical activities within the ITSM tool.
* Drive continuous improvement across UC services by identifying opportunities to enhance reliability, performance, and customer satisfaction.
* Communicate effectively with internal teams, customers, and vendors to ensure transparency and alignment in service delivery.
Skills And Experience
* Relevant experience in IT systems administration or engineering roles within large MSPs.
* Desired knowledge of traditional TDM Voice / telephony and IP telephony.
* Advanced knowledge of Voice gateways – AudioCodes SBCs, OVOC or other monitoring tools.
* Knowledge of VoIP handsets.
* Desirable knowledge of ServiceNow.
* Knowledge and practical experience of working with telecommunications carriers: circuit types, interfaces, and troubleshooting.
* Understanding of the telecommunication market.
* Good understanding of Microsoft Unified Communications products (O365, Microsoft Teams).
* Good understanding of Microsoft Unified Communication concepts (Voice over IP, signalling and real‑time protocols).
About Us
SCC is Europe's largest privately‑owned IT business, based out of the new £7m HQ office in Birmingham. We help clients succeed through IT transformation and exceptional customer experiences. We are a global company passionate about IT and dedicated to simplifying the complex.
We are an equal opportunities employer
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non‑membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
If you are selected for interview and need any reasonable adjustments made, please let the SCC Talent Acquisition team know at the point of scheduling.
For diversity & inclusion information: https://www.scc.com/diversity-and-inclusion/
Sustainability at SCC: https://www.scc.com/sustainability-at-scc/
Life at SCC: https://www.linkedin.com/company/scc/life
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