1st Line Support - VoIP & Connectivity

· Provide first-line technical support by telephone and email for hosted voice, connectivity and customer network services

· Diagnose and resolve faults across Gamma Horizon, Webex for Gamma, iPECS Cloud and iPECS UCP on-premises systems

· Investigate analogue line, SoGEA, FTTP and general broadband connectivity faults

· Configure and troubleshoot DrayTek and Technicolor routers and UniFi wireless networks

· Identify whether a fault relates to the carrier service, router, local network, Wi-Fi, handset or hosted platform

· Take ownership of incidents through to resolution, providing customers with clear and regular updates

· Log troubleshooting, configuration changes and customer communications accurately within the ticketing system

· Escalate faults to carriers, suppliers and internal second-line teams where required while retaining ownership of the customer experience

· Complete minor service changes and remote configuration activity, including user, handset, call-routing, router and hosted telephony settings

· Work to agreed service levels, priorities and internal processes while maintaining a professional and customer-focused approach

You’re a customer-focused service desk engineer with practical experience across business telephony, connectivity and networking. You communicate clearly, take ownership of faults and use a logical troubleshooting approach to progress incidents efficiently.

Essential:

· Experience in a technical support, telecoms, connectivity or managed services environment

· Practical knowledge of hosted telephony, VoIP, SIP and basic IP networking

· Experience diagnosing broadband, line or connectivity faults

· A working understanding of DHCP, DNS, NAT, LAN, WAN and basic Wi-Fi troubleshooting

· Experience using a ticketing system and maintaining accurate technical notes

· Strong incident ownership, organisation and time management skills

· Excellent customer communication, with the ability to explain technical issues clearly to non-technical users

· A logical problem-solving approach and the confidence to work with customers, suppliers and colleagues to progress faults

Technical Must-Haves:

· Hosted telephony, VoIP and SIP fault diagnosis

· Broadband and connectivity fault handling, including analogue lines, SoGEA and FTTP

· Basic router configuration and troubleshooting

· Working knowledge of DHCP, DNS, NAT, LAN, WAN and Wi-Fi

· End-to-end incident ownership and accurate technical documentation

· Clear customer updates and effective supplier escalation

Desirable:

· Hands-on experience with Gamma Horizon or Webex for Gamma

· Experience supporting iPECS Cloud or iPECS UCP systems

· Experience with Gamma portals or relevant Gamma accreditations

· Experience configuring DrayTek or Technicolor routers and supporting UniFi wireless networks

· Experience supporting Microsoft Teams Phone or other cloud collaboration platforms

· Experience working with Openreach, carriers or third-party telecoms suppliers

· Previous experience within a Managed Service Provider or service desk environment