2nd Line Support Engineer

We’re looking for a skilled and customer-focused 2nd Line Support Engineer to join Make Contact, part of the Focus Group family. This is an exciting opportunity to work with industry-leading Unified Communications and Contact Centre technologies, supporting a diverse customer base while developing your technical expertise in a growing and ambitious business. As a 2nd Line Support Engineer, you’ll play a key role in resolving complex technical issues, supporting critical customer environments, and acting as an escalation point for our 1st Line Support team. Working closely with customers, project teams, and technology vendors, you’ll help deliver an exceptional support experience across our Wildix and Puzzel solutions., This role is ideal for someone with experience in VoIP, Unified Communications, or Contact Centre technologies who enjoys troubleshooting complex issues and delivering outstanding customer service.

You’ll provide advanced support across Wildix and Puzzel platforms, helping customers maximise the performance and reliability of their communications solutions while developing your expertise within a growing specialist team.

• Provide 2nd line technical support for Wildix and Puzzel solutions.
• Investigate and resolve complex incidents escalated from 1st Line Support.
• Troubleshoot VoIP, call routing, IVR, contact centre workflows, reporting, and user administration issues.
• Perform root cause analysis and implement permanent resolutions where possible.
• Escalate complex issues to 3rd line teams or technology vendors when required.
• Support system maintenance, upgrades, patching, and configuration changes.
• Monitor customer environments to ensure ongoing performance and reliability.
• Assist with onboarding activities and support handovers from project delivery teams.
• Act as a technical point of contact for customers and internal stakeholders.
• Maintain accurate documentation, knowledge base articles, troubleshooting guides, and system records.
• Ensure all support activity is logged clearly and professionally within the ticketing system.
• Continuously develop expertise across the Wildix and Puzzel platforms, keeping up to date with new features and product enhancements.

• Experience in a 2nd Line Support, Unified Communications, VoIP, or Contact Centre support role.
• Strong troubleshooting experience across telephony and communications platforms.
• Knowledge of Wildix, or similar VoIP and Unified Communications solutions.
• Experience supporting cloud-based Contact Centre platforms such as Puzzel or equivalent technologies.
• Strong understanding of networking fundamentals, including:
• SIP
• RTP
• NAT
• Firewalls
• QoS
• Experience supporting and administering customer environments.
• Understanding of CRM integrations and APIs.
• Windows and Linux troubleshooting experience.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to communicate effectively with both technical and non-technical users.
• Strong organisational skills with the ability to manage multiple priorities.
• Customer-focused mindset with a passion for delivering exceptional service.
• Eagerness to learn new technologies and develop technical expertise.

Desirable Skills

• Existing experience supporting Wildix platforms.
• Experience with Puzzel Contact Centre solutions.
• Knowledge of Salesforce, Microsoft Dynamics, or other CRM integrations.
• Experience working within Managed Services or Telecommunications environments.
• Exposure to project delivery and customer onboarding activities.
• Familiarity with knowledge management and documentation best practices.

Certifications (or willingness to achieve)

• Wildix Technical Certification
• Puzzel Partner or Specialist Certification

About Focus Group

Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology. At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business. Ultimately, we’re proud to have built a successful business which is also an outstanding place to work. A workplace where people thrive, where they can express themselves, have fun, create careers and feel recognised for their achievements.