Flotek Group are the fastest growing Tech Company in the South West providing IT and Comms technology to small & medium businesses. With regional sales and support locations across the South West, our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart. Flotek are a 5 star rated company. They value their staff and offer a fantastic working environment / culture.
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 calls, resolve and triage issues, and, when necessary, escalate them to the engineering team. This role may also involve visiting customer sites for on-site support.
Key Responsibilities:
* Handle inbound calls 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.
Required Experience and Skills:
* 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.
* 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
This is an office based role (Bridgend, S Wales). If you have the experience and knowledge required, apply today.
Job Types: Full-time, Permanent
Pay: £26,000.00-£30,000.00 per year
Benefits:
* Profit sharing
Ability to commute/relocate:
* Bridgend, CF31 2BB: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person