Support Engineer - VoIP
We Are Landed
- Milton Keynes
- £50,000 per year
- Permanent
- Full-time
LOCATION: Milton Keynes / Home Working (1 day a week in office)Our client is looking for 2 x Support Engineer to join their existing team. Ideally, you will have a solid grasp of service desk software solutions and working in a start-up environment. Most importantly, you need to have a passion for technology, user experience and delighting their customer base. There are 2 positions available, one is for more of a junior engineer, and one that is more senior-mid level. There will be a requirement to work 1 day a week from their HQ in Milton Keynes, and the rest WFH.JOB SPECIFICATION: Support Engineer - VoIP
Provide a high level of support and service to customers. This will include the setup andoptimization of their on-prem and hosted solution. Troubleshoot network, firewall, router and ISPconnections to optimize their VoIP quality of service, by providing 2nd and 3rd level support to customers.
- Apply expert knowledge of services, VoIP technology and networking hardware and software
- Answer difficult technical questions, solve technical problems and suggest appropriate workarounds
- Manage customer expectations and experience to deliver high customer satisfaction to increase retention
- Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues and other software issues
- Manage the quality of service your provide in line with customer SLAs
- Produce and deliver monthly reports to customers; fending any questions that may arise.
- Proven experience in a customer focused role such post-sales technical support
- Ability to communicate and empathise with all levels of customer
- Familiarity with service desk software
- A basic foundation of Linux knowledge.
- Understanding of TCP/IP networking, routing and switching.
- Awareness of basic PC/server components and how they work together.
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