Salary: £25,000 - 55,000 per year Requirements: A degree or equivalent in a computing-related subject, or proof of a solid networking background. Strong technical knowledge and commercial experience in supporting: - VoIP & Unified Communications - IP PBX (Appliance/Software/Cloud) - Enterprise/Multi-cell DECT - IP Phone Management/Provisioning Good technical knowledge and commercial experience in supporting: - DSL and WAN routers - Network switches and VLANs - Firewalls and associated VPN technologies. Working technical knowledge of current VoIP practices, protocols, and principles. Ability to analyze logs, SIP traces, and PCAP generated from customer equipment. Proficient in reading and interpreting technical documentation and procedure manuals. Strong interpersonal, written, and oral communication skills, including the ability to confidently present webinars, training courses, and seminar presentations. Ability to conduct research into telecommunications issues and products. Ability to communicate effectively with all levels of the business. Excellent time management skills, particularly the ability to effectively prioritize and execute tasks in line with business objectives. Must be eligible to work in the UK with no visa or work permit restrictions. A full and valid UK driving license. Responsibilities: As our 2nd Line Support Engineer, you will be responsible for: Pre-Sales Support: - Provide technical assistance to customers and propose solutions that are technically viable and add value. - Understand and demonstrate products/solutions to resellers through customer visits, seminars, and trade shows. - Assist the sales team in identifying upsell opportunities into existing accounts and help coordinate and deliver webinars. Supplier Engagement: - Maintain and develop relationships with suppliers, serving as the primary technical/product contact for UC suppliers. - Maintain supplier technical qualifications as required and attend/lead meetings with suppliers. Staff Training: - Provide structured product and technology training for sales and technical staff, with course development as necessary based on supplier content. Customer Training: - Run instructor-led courses with a hands-on element to enable customers to gain certifications. It is expected that you will run at least one supplier training each month and promote courses both internally and directly with customers. - Identify and develop additional commercial opportunities for 1-day technology training courses on relevant topics such as SIP Troubleshooting, Wireshark, and WiFi. Post-Sales, 2nd-Line Technical Support: - Work with customers through phone and email to resolve technical and product-related issues, providing a high level of support with minimal need for escalation to manufacturers. - Demonstrate a solid understanding of technical fundamentals, enabling you to investigate and solve problems largely independently through documentation, remote assistance, and bench testing. - Liaise with manufacturers or suppliers if escalations are necessary. Ticket/Case Management: - Manage open support cases, tracking time against activities and ensuring outstanding tickets are actively managed while keeping records of analysis and time tracking data. Technologies: Cloud Support Network VPN Marketing More: We are looking for an experienced 2nd Line Support Engineer to join our dedicated technical team based in Theale. You will play a crucial role in supporting and growing our business, particularly in the area of Unified Communications (UC) and key partner channels. This is a hands-on technical role with a strong emphasis on pre-sales activities, collaborating closely with our sales department. Your main priority will be to deliver technical guidance, product demonstrations, and solution designs to our partners, as well as providing 2nd-line post-sales support to ensure efficient resolution of customer issues. Additionally, you will have the opportunity to deliver product training to both internal teams and external partners, contribute to the creation and delivery of technical content for various events, and assist our team at seminars and industry exhibitions as required. Your expertise will help us maintain our high standards of customer satisfaction and technical excellence. last updated 4 week of 2026