Tier 1 Voice Operations Engineer

Title: Tier 1 Voice Operations EngineerSalary: £28,000.00Location: NelsonWorking Hours: Monday to Friday between the hours of 8am and 6pm (37.5 hours)

We are constantly growing our teams, product offerings and customer base by working closely with all the major networks and suppliers as well as through acquisition - so there's always an exciting new opportunity to support UK businesses on the horizon.

We are seeking a motivated and detail-oriented Tier 1 Voice Operations Engineer to join our growing Voice Operations team. This role is responsible for providing Tier1 support across a wide range of voice, UC, and network services. You will handle initial diagnostics, service assurance, and operational checks, ensuring our customers receive a high-quality and efficient support experience.

This position is ideal for someone looking to build a strong technical foundation in VoIP, SIP, unified communications, and network fundamentals, with clear progression opportunities into more advanced engineering roles.

Key responsibilities:

Serve as the first point of contact for all voice-related incidents and service requests.

Deliver Tier 1 troubleshooting across voice and UC platforms, including hosted telephony, SIP services, PBX systems, analytics tools, and cloud voice solutions.

Perform initial diagnostics and investigations, reviewing call flows, basic SIP signalling, traces, routing, and dial plan behaviour, plus remote site checks.

Support cloud voice services by completing first-line Operator Connect, Direct Routing, and Microsoft Teams Voice assurance checks.

Carry out basic network diagnostics to identify issues affecting voice quality, including switch/router status, connectivity, and performance symptoms.

Manage service assurance and communication, ensuring accurate ticket logging, clear updates, and well-documented findings for escalations.

Foundational understanding of VoIP and SIP-based communication.

Ability to perform structured troubleshooting and follow diagnostic steps.

Strong communication skills with a customer-focused approach.

Basic understanding of networking concepts (IP, routing, switching, VLANs).

Ability to work effectively in a fast-paced, process-driven environment

We have been voted by Best Companies as the UK's No.1 Telecoms company and we are in the UK's top 30 Best Large Companies to work for in 2023.

At O2 Business, we can offer the following benefits to our Voice Operations Engineer:

25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days!

Holiday purchase scheme

£500 referral scheme bonus

Professional development to help you achieve your personal goals

Eye care vouchers available and discounted Medicash membership

Access to discounts and savings at more than 1,200 retailers

An additional day off on your birthday or if you're getting married

Following the merger between Virgin Media O2 Business and Daisy Group last year, we're taking the next step in our journey by announcing our new brand! As O2 Business, we believe in the wonder of simplicity; the joy of that comes when technology works as it should, with reliability, clarity, and speed. We're incredibly excited about this next step in our journey and you could be on that journey too. We are currently looking for an Voice Operations Engineer to join the UK's leading independent provider of voice, connectivity, mobile, phone systems and cloud services - we keep Britain working.