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Job Title: 2nd Line Service Desk Engineer
Job Type: Full-time, Permanent
Working Hours: Mon - Fri 09:00 to 17:30
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 tickets, resolve and triage issues, and escalate them to the engineering team when necessary. This role may also involve visiting customer sites for on-site support.
Key Responsibilities:
* Handle 2nd line tickets from customers requiring technical support for VoIP systems.
* 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.
* Investigate and monitor telecoms, Wi-Fi, and network issues, ensuring resolution within SLAs.
* Communicate clearly with end-users, colleagues, and management to resolve issues promptly and ensure customer satisfaction, updating all open cases with relevant information.
* Visit customer sites to diagnose and repair VoIP services as needed.
* Deliver first-class customer service at all times.
About you:
Required Experience and Skills:
* Technical Expertise: Proven knowledge and experience with VoIP technologies, SIP messaging, call flows, and packet capture analysis.
* Networking Skills: Strong understanding of IP networks, TCP/IP, and troubleshooting network-related issues.
* Customer Service: Demonstrated experience in a customer-facing role with excellent verbal and written communication skills.
* IP PBX Systems: Familiarity with IP PBX systems and their configuration.
* Problem-Solving: Ability to troubleshoot and resolve complex technical issues efficiently.
* Team Collaboration: Ability to work effectively within a team and escalate issues when necessary.
* Driving Licence: A full UK driving licence is required.
Preferred Qualifications:
* Certifications in relevant technologies (e.g., CompTIA Network+, CCNA)
* Experience with specific VoIP platforms (e.g., Asterisk, Hosted Cloud Telephony)
* Familiarity with network monitoring tools and software
Remuneration and Benefits:
* Staff Share Equity Scheme
* New customer referral incentive
* 21 days holiday, increasing to 25 days after 4 years of service (plus bank holidays)
Seniority level:
Entry level
Employment type:
Full-time
Job function:
Information Technology
Industries:
Technology, Information and Media
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