Technical Lead - Voice and Communications in Sheffield

etiCloud is looking for a Technical Lead to specialise in our Voice and Communications (VoIP) IT services. You will be etiCloud’s expert in all things VoIP and communications.

As the Voice and Communications Technical Lead you will be responsible for delivering project work and be the point of escalation for service desk tickets relating to VoIP systems. This role would suit someone with previous work experience in a similar 3rd line IT Engineering role and is comfortable liaising with the customer to understand and resolve their issues. The working pattern is office-based Monday to Friday plus an Out of Hours on call rota which this role would be part of.

What you will be doing:

• Support and share your knowledge with our wider Engineering and Support team members in a collaborative working environment.
• Support our clients including assisting with day-to-day escalations and investigating problems or repeat failures, whilst maintaining the smooth and efficient operation of end user desktops.
• Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.
• Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.
• Build and maintain customer relationships.
• Deploy and maintain a wide range software on customer systems.
• Contribute to and help maintain our internal knowledge base.
• Create and deliver training materials for our junior engineers.
• Educate users on how to use various software and systems.
• Maintain a strong knowledge of our companies’ services and products to help effectively and efficiently respond to customers queries.

Skills and experience:

This role suits someone who has experience in an IT support environment, with specific speciality in VOIP telephony systems and experience of handling ticket logs and has a passion for problem solving. We are looking for a passionate individual who is looking for a challenging, and collaborative working environment where they can learn and share ideas within a team environment. Candidates should have:

• VOIP telephone systems specifically 3CX, Teams PBX and Bicom
• Experience migrating to and from different VOIP systems
• IP network knowledge including routing, NAT, ARP, firewalls and SIP-ALG’s/Helpers
• Session border controllers
• An understanding of Codecs and bandwidths
• MOS scoring and monitoring of call performance
• Knowledge of cabling, networking and internal connectivity
• IT support experience in a working / business environment
• Good customer service and support skills
• Strong independent problem analysis, research and resolution
• A willingness to learn and to share knowledge

It would also be advantageous to have experience of the following technology; however training can be provided where required:

• Other telephony systems such as PSTN, ISDN30, ISDN2
• Windows 10/11
• Windows Server 2012 R2 - 2022
• Active Directory and Group Policy
• Remote Desktop Services/Citrix
• Microsoft 365 and Azure/EntraID

If you do not have all of the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams.

Joining etiCloud Ltd isn’t just about getting a job—it’s about growing a career with one of the UK’s leading cloud-based IT providers. You’ll be supported every step of the way in a friendly, professional environment where your development matters.

Here’s what you’ll get when you become part of our team:

• Competitive Pay – Benefit from a salary that reflects your potential, with regular reviews to recognise and reward your progress.
• Annual Bonus – Get recognised for your hard work with a yearly company bonus.
• Career Growth – We’re big on development. You’ll have access to training, support, and opportunities to grow your skills and move up.
• 25 Days Off – Enjoy 25 days of annual leave, plus bank holidays, to relax and recharge.
• Pension Scheme – Plan for your future with our company pension.
• Friendly Vibes – Work in a supportive, down-to-earth team that’s always ready to help.
• Health and Wellbeing – Take care of you with our private medical insurance, health cash plan, and mental health support whenever you need it.
• Modern Office – Our Sheffield office is secure, stylish, and comes with kitchen facilities and a coffee machine to keep you fuelled.
• Office Fruit – Tuck into our weekly delivery of fresh fruit as part of our employee wellbeing initiatives.
• Free Parking – No need to stress about parking—we’ve got free onsite spaces.

Apply now and take your next step in the world of tech with etiCloud!