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# VOIP Helpdesk Analyst

- **Company:** SOUTHERN COMMUNICATIONS LIMITED
- **Location:** London, United Kingdom
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** VoIP, Business Systems, Cloud Computing, Computer Telephony Integration, System Configuration, Firmware, Issue Tracking Systems, Cisco
- **Published:** November 9, 2026
- **Apply:** https://www.apply4u.co.uk/jobs/voip-helpdesk-analyst/55492258

## About the Role

Strong working knowledge and proven experience (2 years+) of SIP, RTP, and other VoIP protocols, and familiarity with configuration and troubleshooting of cloud hosted telephony systems.
Logical troubleshooting and problem-solving skills in VoIP environments with a good understanding of telephony concepts including IVR, ACD, CTI.
Technical expertise in configuration and troubleshooting vendor products from Cisco, Yealink, Grandstream, Poly.
Ability to communicate effectively at all levels, with excellent oral and written communication in addition to clear and concise documentation skills.
Industry recognised certifications such as SSCA and CompTIA Network+ are a distinct advantage.
An enthusiastic team player with the ability to work both independently and collaboratively in a fast-paced environment.
Innovative thinker, configuring and troubleshooting telephony solutions for complex scenarios, working within best practice and security guidelines.
Continual learner as someone who reads and understands detailed technical information and challenges where appropriate, enjoys learning new things quickly, and wants to grow their role beyond its original definition.
A methodical mindset solving problems by following a consistent analytical approach, with meticulous attention to detail and a strong focus on quality.

## Description

Provide 2nd Line support and diagnostics of the Evonex platform and products, dealing with escalations from the 1st line helpdesk team, ensuring agreed SLAs are adhered to.
Provisioning support, assisting partners with their orders and configurations, understanding the product portfolio, license requirements, handsets, and applications.
Partner onboarding, working with the BDM team and communicating with new partners.
Liaise with clients and colleagues via phone, email, messaging, or ticketing systems.
Analysis and interpretation of SIP call traces using VOIP tools to troubleshoot and identify reported issues.
Ensure comprehensive diagnostic and resolution notes are recorded in the appropriate business systems and documentation libraries.
Handset configuration including bespoke provisioning template management and firmware deployment.
Working alongside the Product Manager to produce training and education collateral demonstrating best practice setup and configuration.
Functional testing of new platform / device / software features before their release, reporting findings to the operational and development teams, and assisting with documentation.