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# VoIP Helpdesk Analyst - Dummer

- **Company:** SOUTHERN COMMUNICATIONS LIMITED
- **Location:** Dummer, United Kingdom
- **Experience:** Experienced
- **Salary:** £35,000
- **Contract:** Permanent contract
- **Skills:** VoIP, Business Systems, Cloud Computing, CompTIA Network+, Computer Telephony Integration, Firmware, Issue Tracking Systems, Cisco
- **Published:** November 6, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5955668344

## About the Role

* 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.

## Description

* 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