Job Title: Level 3 Technical Support Engineer – Telecoms Location: Stoke on Trent Job Type: Full-Time Salary: £(phone number removed) Benefits Department: Technical Support / Network Operations We are representing a leading provider of telecommunications solutions, offering advanced voice, data, and cloud services to clients across the country. We're committed to delivering exceptional customer experience through innovation, reliability, and top-tier technical support. Role Overview We’re looking for a highly skilled and experienced Level 3 Technical Support Engineer to join our team. You will serve as the final escalation point for complex technical issues, supporting our enterprise telecom infrastructure and services. This role requires deep technical knowledge, problem-solving skills, and a strong customer-centric mindset. Key Responsibilities * Troubleshoot and resolve complex network, VoIP, SIP, and infrastructure-related issues escalated from Level 1 & 2 support. * Analyze logs, packet captures, and performance data to diagnose faults across various platforms and protocols. * Interface with vendors, carriers, and internal engineering teams to drive incident resolution and root cause analysis. * Contribute to the design, testing, and deployment of new telecom products and solutions. * Mentor and guide junior support engineers to enhance overall team capability. * Create and maintain detailed documentation and knowledge base articles. Requirements * Proven experience in a Level 3 support role within the telecoms industry. * Strong understanding of: * IP networking (TCP/IP, BGP, OSPF, DNS, DHCP) * VoIP and SIP protocols * Session Border Controllers (SBCs), media gateways, softswitches * Linux/Unix systems administration * Hands-on experience with tools such as Wireshark, syslog, SNMP, and monitoring systems. * Excellent communication and incident management skills. * Ability to work under pressure and handle critical incidents efficiently. * Relevant certifications (e.g., CCNP, JNCIP, SIP School SSCA, etc.) are a plus. Desirable * Experience with cloud-based telecom platforms or CPaaS providers. * Familiarity with automation tools or scripting (e.g., Python, Bash). * Exposure to ITIL practices and ticketing systems (e.g., ServiceNow, Jira). What We Offer * A collaborative and dynamic work environment * Opportunities for continuous professional development * Competitive salary and benefits package * Flexible working options