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# VOIP Helpdesk Analyst

- **Company:** SOUTHERN COMMUNICATIONS LIMITED
- **Location:** Basingstoke, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** VoIP, Business Systems, Cloud Computing, Computer Telephony Integration, Firmware, Issue Tracking Systems, Cisco
- **Published:** September 29, 2026
- **Apply:** https://www.totaljobs.com/job/help-desk-analyst/southern-communications-ltd-job108053687

## About the Role

* Strong working knowledge and proven experience (2 years+) of SIP, RTP, and other VoIP protocols, and familiarity with configuration and troubleshooting of cloud hosted telephony systems.
 * Logical troubleshooting and problem-solving skills in VoIP environments with a good understanding of telephony concepts including IVR, ACD, CTI.
 * Technical expertise in configuration and troubleshooting vendor products from Cisco, Yealink, Grandstream, Poly.
 * Ability to communicate effectively at all levels, with excellent oral and written communication in addition to clear and concise documentation skills.
 * Industry recognised certifications such as SSCA and CompTIA Network+ are a distinct advantage.
 * An enthusiastic team player with the ability to work both independently and collaboratively in a fast-paced environment.
 * Innovative thinker, configuring and troubleshooting telephony solutions for complex scenarios, working within best practice and security guidelines.
 * Continual learner as someone who reads and understands detailed technical information and challenges where appropriate, enjoys learning new things quickly, and wants to grow their role beyond its original definition.
 * A methodical mindset solving problems by following a consistent analytical approach, with meticulous attention to detail and a strong focus on quality.

## Description

* Provide 2nd Line support and diagnostics of the Evonex platform and products, dealing with escalations from the 1st line helpdesk team, ensuring agreed SLAs are adhered to.
 * Provisioning support, assisting partners with their orders and configurations, understanding the product portfolio, license requirements, handsets, and applications.
 * Partner onboarding, working with the BDM team and communicating with new partners.
 * Liaise with clients and colleagues via phone, email, messaging, or ticketing systems.
 * Analysis and interpretation of SIP call traces using VOIP tools to troubleshoot and identify reported issues.
 * Ensure comprehensive diagnostic and resolution notes are recorded in the appropriate business systems and documentation libraries.
 * Handset configuration including bespoke provisioning template management and firmware deployment.
 * Working alongside the Product Manager to produce training and education collateral demonstrating best practice setup and configuration.
 * Functional testing of new platform / device / software features before their release, reporting findings to the operational and development teams, and assisting with documentation.


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