VoIP Helpdesk Analyst - Dummer

• Provide second-line support and diagnostics for the Evonex platform and products, handling escalations from the first-line helpdesk and ensuring agreed SLAs are met.
• Support provisioning by assisting partners with orders and configurations, including product portfolio, license, handset, and application requirements.
• Support partner onboarding in collaboration with the BDM team and communicate with new partners.
• Liaise with clients and colleagues by phone, email, messaging, and ticketing systems.
• Analyse and interpret SIP call traces using VoIP tools to troubleshoot reported issues.
• Record comprehensive diagnostic and resolution notes in the appropriate business systems and documentation libraries.
• Configure handsets, manage bespoke provisioning templates, and deploy firmware.
• Work with the Product Manager to produce training and educational materials demonstrating best practices for setup and configuration.
• Functionally test new platform, device, and software features before release, report findings to operational and development teams, and assist with documentation.
• Handle technical faults and configuration queries about VoIP hardware, software, and connectivity escalated from first-line support, advising and providing resolutions to technical and non-technical customers.
• Deliver customer-focused support through excellent verbal and written communication via phone, email, and ticketing systems to SCG Wholesale cloud-hosted telephony partners and SCG Direct and SCG Indirect business units.

Technologies:

• Cloud
• Cisco
• Firmware
• Hardware
• Support
• Mobile
• Network
• Product Manager
• Security

• At least 2 years of proven experience and strong working knowledge of SIP, RTP, other VoIP protocols, and configuration and troubleshooting of cloud-hosted telephony systems.
• Logical troubleshooting and problem-solving skills in VoIP environments, with a good understanding of telephony concepts such as IVR, ACD, and CTI.
• Technical expertise configuring and troubleshooting products from Cisco, Yealink, Grandstream, and Poly.
• Ability to communicate effectively at all levels, with excellent oral and written communication and clear, concise documentation skills.
• Industry-recognised certifications such as SSCA and CompTIA Network are an advantage.
• An enthusiastic team player who can work independently and collaboratively in a fast-paced environment.
• An innovative approach to configuring and troubleshooting telephony solutions for complex scenarios while working within best-practice and security guidelines.
• A commitment to continual learning, including the ability to understand detailed technical information, challenge appropriately, learn quickly, and grow beyond the original scope of the role.
• A methodical, analytical approach to problem-solving, meticulous attention to detail, and a strong focus on quality.