2nd Line Telephony Engineer

Industry Sector : Cloud Technology ,Telecoms ,Other
Location : West London
Package : £37,000
Job Description :


The 2nd Line Support Engineer provides advanced support services to clients and customers. The support services may require detailed analysis of SIP signalling and IP communications protocols.

The 2nd Line Support Engineer may be required to provide 1st Line services to support the Technical Assistance Centre (TAC) rota’s. Also provides support services to internal network and telecoms.


· Provide 2nd line support for all customers & resellers via phone or email or face-to-face

· Log all incidents and requests within the Incident Management System and update tickets according to OLA’s and SLA’s

· Take ownership of customers & resellers problems, follow up the status of problems on their behalf and communicate progress in a timely manner

· Following in-depth diagnosis, escalate to 3rd line where applicable

· Provide support, training and be an escalation point for 1st line colleagues

· Liaise with 3rd line support and external suppliers to ensure resolution to agreed standards and timescales

· Manage, prioritise and plan own work queue and deal with tickets within the set SLAs

· Lead with troubleshooting network and telephony issues. This may require diagnosing router, firewall, hardware or software faults

· Maintain a high degree of customer service for all support queries and adhere to all service management principles

· Be highly responsive to all types of communications (phone, email, IM..), occasionally during out of hours and holidays

· Periodically review the online training system and ensure that all training material is up to date and relevant and arrange updates and amendments as may be required to maintain the highest quality training environment and materials

· Take responsibility for your own personal development and training. Proactively drive knowledge transfer from other members of staff to bridge any product knowledge gaps you have

· Create and maintain knowledgebase articles to enable consistency and learning within the team

· Use and support any business processes in place and proactively offer suggestions for process improvements that lead to improved customer experience and/or efficiency

Additional Responsibilities· From time to time, attend customer sites to assist in rollout / deployment of our telephony solution

· Be part of the out-of-hours on-call rota for the UK Service Desk

· Provide essential out of hours support in the event of severe incident both internally and customer related

· Providing internal technical support (PC/telephone/etc.) to the UK office and ensuring that the office network is fully maintained and documented at all times;· Maintain internal FAQ and documentation Undertake any and all other reasonable and related tasks/objectives associated with this role.


· Possess genuine appreciation for "Customer is always right", "Customer comes First" and "Customer is King" ethos and act as well as behave accordingly with all interactions with customers

· considerable experience in a hands-on role supporting and/or installing IP telephony systems

· High command of English language with exceptional writing skills is a must

· Possess excellent interpersonal skills and can communicate concisely at all levels

· Able to work well on his/her own initiative and to demonstrate the highest levels of organisation required to meet tight deadlines

· Fast learner and quick to grasp new ideas, technologies and concepts

· Considerable experience in supporting SIP IP Telephony and PBX

· Being able to troubleshoot and understand SIP messaging and RTP

· Experience of CALL / SIP FLOWS

· Support experience of SBC

· Support experience of Asterisk or Freeswitch PBX

· Experience in supporting Microsoft Windows server and client applications

· Support and implementation experience of Skype for Business

· Experience of using Office 365

· Be an excellent problem solver with strong analytical skills

· Be able to evaluate, learn, adapt and improve

· Good working knowledge of IP Networking

· Experience of dealing with Routers, Firewalls and network configuration

· CCNA certification or equivalent experience

· Good time management skills


· CCVP/CCNP certification or equivalent experience

· ITIL v3 Foundation Certification

· Oracle / ACME SBC experience

· Metaswitch SBC experience

· VMware ESXi experience or similar virtualisation technology

· Knowledge of Cloud Infrastructure


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Critical Resourcing have played a major part in the significant growth of our headcount over the past 18 months. They’ve provided us with the talent and expertise we’ve needed across the business. They have taken the time to understand our requirements and therefore know the sort of candidates we are looking for which makes the recruitment process much more efficient and successful.

Kevin Stillwell

Customer Service Director


Critical Resourcing supports us with hiring for technical roles at OCSL ITO. Their understanding of our business needs and culture of the organisation means that we always receive a high calibre of technical candidates, enabling us to hire the skilled people we need for our business.

Iain Maclean

Business Unit Director


I have a great relationship with Critical Resourcing – they’re able to source and deliver excellent candidates for our business every time. They are highly efficient, a pleasure to work with and I’d recommend them to any company.

Nicola Jakeman

Head of Business Support

Adept Telecom