VoIP Support Analyst
Southern Communications Group
VoIP Support Analyst
£35000
Southern Communications Group, Dummer, Hampshire
- Full time
- Permanent
- Remote working
Posted 1 week ago, 4 May | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: 4f3a9e516d1b4ae2b63d5b346c38433f
Full Job Description
- This role is not suitable for candidates wishing to pursue a career in Microsoft technologies (Azure, M365, Exchange etc) or general PC Desktop helpdesk support.
- Monday to Friday
- No weekends
· Strong working knowledge and proven experience (2 years+) of SIP, RTP, and other VoIP protocols, and familiarity with configuration and troubleshooting of cloud hosted telephony systems. - Free On-site Parking
- Hybrid work from home
- Health & Wellbeing Programme
- Employee Referral Programme
- Subsidised Canteen
- Additional Leave
- Stakeholder Pension Scheme
- Additional leave
- Canteen
- Company events
- Company pension
- Discounted or free food
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Monday to Friday
- No weekends
Provide effective 2nd line troubleshooting and advanced diagnostics in relation to support and provisioning queries on the cloud hosted communications platform.
Handle technical faults and configuration queries related to VoIP hardware, software, and connectivity escalated from the first-line support team, to provide advice and resolutions to both technical and non-technical customers.
Deliver exceptional customer focus, through excellent verbal and written communication skills via phone, email, or ticketing systems to Wholesale partners together with all group Direct and Indirect business units.
Establish and maintain trusted relationships with customers, ensuring that all technical and account management expectations are accommodated.
Document all client interactions, technical issues, and resolutions in the ticketing system, with adherence to SLA's.
Continuously update technical knowledge base articles and FAQs to facilitate future issues being handled 1st line helpdesk or client self-service.
Collaborate with internal operational and development teams to escalate complex issues and ensure timely resolution., · Provide 2nd Line support and diagnostics of the cloud communications platform and products, dealing with escalations from the 1st line helpdesk team, ensuring agreed SLAs are adhered to.
· Provisioning support, assisting partners with their orders and configurations, understanding the product portfolio, license requirements, handsets, and applications.
· Liaise with clients and colleagues via phone, email, messaging, or ticketing systems.
· Ensure comprehensive diagnostic and resolution notes are recorded in the appropriate business systems and documentation libraries.
· Partner onboarding, working with the BDM team and communicating with new partners.
· Handset configuration including bespoke provisioning template management and firmware deployment.
· Analysis and interpretation of SIP call traces using VOIP tools to troubleshoot and identify reported issues.
· Working alongside the Product Manager to produce training and education collateral demonstrating best practice setup and configuration.
· Functional testing of new platform / device / software features before their release, reporting findings to the operational and development teams, and assisting with documentation.
Schedule:
· Logical troubleshooting and problem-solving skills in VoIP environments with a good understanding of telephony concepts including IVR, ACD, CTI.
· High level of technical understanding and proficiency in SIP messaging with an analytical approach to troubleshooting call flows using VoIP tools.
· Technical expertise in configuration and troubleshooting vendor products from Cisco, Yealink, Grandstream, Poly.
· Extremely customer focused, polite and well mannered, yet expressing a strong personality with the confidence to be assertive.
· Ability to communicate effectively at all levels, with excellent oral and written communication in addition to clear and concise documentation skills.
· An enthusiastic team player with the ability to work both independently and collaboratively in a fast-paced environment, taking ownership of problems and seeing them through to a proper conclusion.
· Innovative thinker, configuring and troubleshooting telephony solutions for complex scenarios, working within best practise and security guidelines.
· Continual learner as someone who reads and understands detailed technical information and challenges where appropriate, enjoys learning new things quickly, and wants to grow their role beyond its original definition.
· A methodical mindset solving problems by following a consistent analytical approach, with meticulous attention to detail and a strong focus on quality.
· Industry recognised certifications such as SSCA and CompTIA Network+ are a distinct advantage., As the office location is not served by public transport links, a full and valid UK driving license and access to vehicle is required.
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
Schedule: