Telecoms Support Engineer (VoIP, Connectivity & Mobile)

You’ll be the main technical contact for our business customers. You’ll diagnose and resolve hosted telephony, connectivity and business mobile faults, manage escalations with carriers and suppliers, and keep customers updated until each issue is closed. You’ll also run onboarding calls for new customers and regular account reviews.

You’ll work from our Stratford office alongside the Director and technical team, with day-to-day direction from our Operations Manager.

Key responsibilities

• Diagnose and resolve VoIP and hosted telephony faults, including call quality, call routing, ring groups, IVRs, voicemail and SIP registration
• Set up and support handsets, softphones and user configurations
• Diagnose broadband, FTTP and leased line faults, and raise and manage them with carriers through to resolution
• Support business mobile customers on O2, Vodafone and EE, including provisioning, SIM swaps, bars and porting
• Handle number porting, moves, adds and changes
• Log, prioritise and track every case in Zoho CRM
• Lead onboarding calls for new customers and coordinate installation actions
• Run post-installation check-ins and regular account reviews
• Spot at-risk accounts early and act on them
• Refer new opportunities to the relevant Business Development Manager

• At least 1 year’s support experience at a telecoms provider, reseller or carrier
• Hands-on support of hosted phone systems such as Bicom/PBXware, Xelion, 3CX, Gamma Horizon or Teams Calling
• Experience raising and managing faults with carriers and suppliers (e.g. Gamma, BT Wholesale, Openreach)
• Number porting experience
• Clear, confident communication by phone and email, including with frustrated customers
• Takes ownership and follows every case through to resolution

Desirable

• Business mobile administration on O2, Vodafone or EE
• FTTP, SOGEA or leased line provisioning
• SIP trunking
• Router configuration and broadband fault diagnosis
• Account management experience, * telecoms support: 1 year (required)
• VOIP/ Hosted Telephony: 1 year (required)

• £30,000 basic plus quarterly performance bonus (£32,000 OTE)
• 28 days’ holiday including bank holidays
• Workplace pension
• Full training on our platforms and processes
• A clear route into senior support or account management
• Cycle to Work scheme
• Employee discount
• Referral programme
• Casual dress

Pay: £30,000.00 per year

Benefits:

• Casual dress
• Cycle to work scheme
• Employee discount
• Referral programme