Technical Support Engineer

New

UKFull-TimeMiddle

Salary not disclosed

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Job Details

Proven experience in 2nd or 3rd line technical support within VoIP, telecommunications, UCaaS, or related technology environments.
Strong hands-on expertise with SIP provisioning, DECT systems, hardware troubleshooting, and communication platforms.
Solid understanding of IP networking concepts, including subnets, NAT, firewalls, port forwarding, Power over Ethernet (PoE), and connectivity diagnostics.
Experience supporting cloud-based communication solutions or enterprise collaboration technologies.
Ability to independently manage complex technical escalations and drive issues through to successful resolution.
Strong analytical, troubleshooting, and problem-solving skills with a methodical approach to incident management.
Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Experience working remotely and collaborating effectively within distributed international teams.
Familiarity with monitoring tools, remote access platforms, log analysis, and packet capture tools is advantageous.
Experience creating technical documentation, troubleshooting guides, knowledge base articles, or training materials is a plus.
Previous exposure to retail technology solutions, managed services environments, or communication platforms is beneficial.
Ability to mentor and support junior team members while promoting knowledge sharing and best practices.

Manage and resolve complex 2nd and 3rd line technical support cases for customers and internal stakeholders, ensuring timely and effective issue resolution.
Troubleshoot and diagnose VoIP, SIP, DECT, hardware, cloud communication, and IP networking issues across a variety of customer environments.
Validate technical configurations and support advanced deployment scenarios, ensuring system stability and optimal performance.
Collaborate with engineering, product, and delivery teams to investigate, escalate, and resolve technical issues requiring deeper analysis.
Provide technical guidance and support to first-line support teams, helping improve troubleshooting processes and escalation quality.
Document root causes, recurring issues, technical procedures, and best practices to strengthen internal knowledge resources.
Support deployment activities, technical handovers, and operational readiness initiatives where advanced expertise is required.
Communicate effectively with both technical and non-technical stakeholders during incidents, ensuring transparency and clear expectations throughout the resolution process.
Contribute to continuous service improvement by identifying trends, recommending solutions, and enhancing support workflows.

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