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- Tasks: Provide technical support for VoIP systems and troubleshoot network issues.
- Company: Join Flotek Group, the fastest-growing tech company in the Southwest.
- Benefits: Enjoy a competitive salary, share equity scheme, and generous holiday allowance.
- Why this job: Be part of a passionate team delivering top-notch IT solutions with real customer impact.
- Qualifications: Experience in VoIP technologies and strong networking skills are essential.
- Other info: Full UK driving licence required; remote work options may be available.
The predicted salary is between 26000 - 30000 £ per year.
Job Title: 2nd Line VoIP / Network Engineer
Location: Pencoed, Wales
Salary: £26,000 – £30,000 per annum
Job Type: Full time, Permanent
Working Hours: Mon – Fri 09:30 to 18:00
About Flotek Group:
Flotek Group is the fastest-growing tech company in the Southwest, delivering IT and communication technology to small and medium businesses. With regional sales and support hubs across the South West, we are committed to our core values and principles, ensuring every product and service is provided with expertise, passion, and dedication.
Role Overview:
We are seeking a skilled and enthusiastic 2nd Line VoIP Engineer with experience in the ICT sector, particularly in VoIP/SIP and IP networks. The successful candidate will handle inbound technical support calls, resolve and triage issues, and, when necessary, escalate them to the engineering team. This role may also involve visiting customer sites for on-site support.
Key Responsibilities:
- Handle inbound calls from customers requiring technical support for VoIP systems.
- Troubleshoot and resolve VoIP, SIP, and network-related issues remotely via phone and email. If unable to resolve at first contact, triage the incident/request and escalate to senior team members.
- Investigate and monitor telecoms, Wi-Fi, and network issues, ensuring resolution within SLAs.
- Communicate clearly with end-users, colleagues, and management to resolve issues promptly and ensure customer satisfaction, updating all open cases with relevant information.
- Visit customer sites to diagnose and repair VoIP services as needed.
- Deliver first-class customer service at all times.
About you:
Required Experience and Skills:
- Technical Expertise: Proven knowledge and experience with VoIP technologies, SIP messaging, call flows, and packet capture analysis.
- Networking Skills: Strong understanding of IP networks, TCP/IP, and troubleshooting network-related issues.
- Customer Service: Demonstrated experience in a customer-facing role with excellent verbal and written communication skills.
- IP PBX Systems: Familiarity with IP PBX systems and their configuration.
- Problem-Solving: Ability to troubleshoot and resolve complex technical issues efficiently.
- Team Collaboration: Ability to work effectively within a team and escalate issues when necessary.
- Driving Licence: A full UK driving licence is required.
Preferred Qualifications:
- Certifications in relevant technologies (e.g., CompTIA Network+, CCNA)
- Experience with specific VoIP platforms (e.g., Asterisk, Hosted Cloud Telephony)
- Familiarity with network monitoring tools and software
Remuneration and Benefits:
- Salary up to £30,000 per annum
- Staff Share Equity Scheme
- New customer referral incentive
- 21 days holiday, increasing to 25 days after 4 years of service (plus bank holidays)
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of: 2nd Line IT Support, 2nd Line IT Engineer, Voice Engineer, Telephony Engineer, 3rd Line Support Engineer, IT Support Analyst, It Network Engineer, IT Technical Support, IT Systems Engineer, IT Systems Technician, Senior IT Engineer, Systems Administrator, Systems Support, 2ndLine IT Support Engineer, Senior Network Support, Server Support Technician, Senior IT Service Desk Technician, VOIP Engineer, VOIP Support may also be considered for this role.
2nd Line VoIP / Network Engineer in Bridgend employer: Flotek
Contact Detail:
Flotek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line VoIP / Network Engineer in Bridgend
✨Tip Number 1
Familiarise yourself with the specific VoIP technologies mentioned in the job description, such as SIP messaging and call flows. This will not only boost your confidence but also allow you to speak knowledgeably about these topics during any interviews.
✨Tip Number 2
Brush up on your troubleshooting skills for network-related issues, particularly with IP networks and TCP/IP. Being able to demonstrate your problem-solving abilities in real-time scenarios can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your customer service experience in detail. Since this role involves direct interaction with clients, showcasing your ability to communicate effectively and resolve issues will be crucial.
✨Tip Number 4
If you have any relevant certifications, such as CompTIA Network+ or CCNA, make sure to highlight them during your discussions. These qualifications can significantly enhance your credibility and show your commitment to the field.
We think you need these skills to ace 2nd Line VoIP / Network Engineer in Bridgend
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the 2nd Line VoIP / Network Engineer position. Understand the key responsibilities and required skills, especially in VoIP technologies and customer service.
Tailor Your CV: Customise your CV to highlight relevant experience in VoIP, SIP, and networking. Include specific examples of past roles where you successfully resolved technical issues or provided excellent customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your technical expertise and how it aligns with Flotek Group's values and mission. Be sure to express your passion for delivering top-notch customer service.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a technical support role.
How to prepare for a job interview at Flotek
✨Showcase Your Technical Knowledge
Be prepared to discuss your experience with VoIP technologies, SIP messaging, and IP networks. Brush up on key concepts and be ready to explain how you've applied this knowledge in previous roles.
✨Demonstrate Customer Service Skills
Since the role involves handling customer support calls, highlight your experience in customer-facing positions. Share examples of how you've resolved issues and ensured customer satisfaction in the past.
✨Prepare for Problem-Solving Scenarios
Expect to be presented with hypothetical technical issues during the interview. Practice articulating your thought process and troubleshooting steps clearly, as this will showcase your problem-solving abilities.
✨Familiarise Yourself with the Company
Research Flotek Group and understand their core values and services. Being able to align your answers with their mission will demonstrate your genuine interest in the company and the role.
