L2 Support Engineer

Job Description

Excellent opportunity for a remote working L2 Support Engineer in a growing tech company with ample opportunity for personal growth. This role is remote working with a requirement to go to the office once a month at most.These are exciting times for my international client who has continued to grow through the last 18 months (doubled in size and continuing on the same trajectory) at a rapid rate hence the need for another L2 Voice Support Engineer due to that growth. Hugeopportunity for personal development and career progression in this company with a fantastic culture.The L2 Support Engineer is responsible for providing specialist support to partners and customers, across a portfolio of managed voice solutions and services. The service desk environment involves taking incoming calls, tickets and emails whilst always strivingto provide the highest quality support.The L2 Support Engineer will undertake deliverables as part of multiple concurrent support tasks of varying size and complexity alongside operational duties with varying priorities. This role involves being a technical escalation within the operational team.Duties and Responsibilities

• Monitor and react to key infrastructure alarms, metrics, or security events.
• Ticket ownership
• Communication - maintain excellent communications with all employees, clients and customers.
• End-user training of systems
• Provide escalated support for L1 Support Engineers.
• Carry out changes in line with process and customer and/or business requirements
• Health & Safety - ensure all activities are undertaken in accordance with the Companys Health and Safety Policy.
• Standards - ensure the Companys operations and functions are undertaken in accordance with the approved procedures, processes or Company standards and any improvements are identified.
• Undertake any reasonable request to assist the Company meet internal and external expectations.

Requirements

• Teams Direct Routing experience would be advantageous
• Able to identify, analyse, and document business/technical requirements and systems specifications.
• Ensuring service level agreement targets are met
• Telephony, understanding of the concept
• Troubleshooting/root cause analysis
• IP networks and data networks knowledge and debugging
• SIP knowledge (protocols) understanding SIP codecs
• Firewall understanding, role in networks
• High standard of written and verbal communication
• High levels of attention to detail
• Developed planning and prioritisation skills
• Expert customer service skills - a positive approach
• Experience in producing documentation and knowledge sharing
• Proactive approach to solutions: a common-sense approach
• Passion for technology
• Takes pride in brilliant work
• Professionalism
• Efficient time management
• Security Clearance will be required for this role.

Desirable:

• Wireshark debugging
• VoIPMonitor, Homer, OCM or similar
• ITIL Framework exposure
• Zoom Phone experience
• Appropriate telephony accreditations (School of SIP, MS700 etc.)
• Benefits
  • Job Type - Permanent
  • Role can be worked as fully remote or from one of our UK offices (Cardiff, London, Manchester, Reading or Milton Keynes)
  • 37.5 hours per week
  • Pension provided via NEST
  • Eye test vouchers provided
  • 25 days holiday
  • Social events when in office (bbqs, pub lunches etc)

If you are interested in hearing more then please send me you CV ASAP.

Keyskills :
Engineering SupportSIPVoice SolutionsWorking Remotely