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- Tasks: Support Avaya systems and handle user changes in a dynamic team.
- Company: Join a leading UK tech services provider with a focus on innovation.
- Benefits: Enjoy remote work, monthly HQ visits, and competitive on-call pay.
- Why this job: Gain valuable experience with career progression to Tier 3 support.
- Qualifications: Experience with Avaya CMS and VOIP is essential; previous support roles preferred.
- Other info: Opportunity for cross-training in cloud contact centre platforms.
The predicted salary is between 36000 - 54000 £ per year.
Looking to level up your Avaya expertise in a remote-first environment with real career progression? We're working with a leading UK tech services provider to find a 2nd Line Avaya Support Engineer who’s confident with Avaya CMS 8 or 10, and comfortable handling user changes, deletions, and general system support. This team supports a wide range of enterprise and public sector customers — with training pathways to Tier 3 and cross-training across cloud contact centre platforms (CXone, NICE, etc.) and wider infrastructure.
What’s in it for you?
- Remote working – with just one monthly visit to HQ in Manchester
- Clear path to Tier 3 – training across Avaya + cloud platforms
- On-call rota (1 in 4–8) with £350 per shift + paid overtime
- Great team culture – supportive and well-established engineering group
You’ll need:
- Hands-on experience with Avaya CMS 8 or 10 (additions, deletions, user changes)
- VOIP understanding
- Previous experience in a 2nd line/tiered support environment
- Eligibility for BPSS & NPPV3 clearance (after probation)
Nice to Have:
- Experience with CXone, NICE, or cloud contact centre tech
- SIP, VOIP trunking, or wider infrastructure exposure
Salary: Up to £45,000 DOE + £350 On-Call + Overtime
2nd Line Avaya Support Engineer (United Kingdom) employer: Hamilton Barnes
Contact Detail:
Hamilton Barnes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Avaya Support Engineer (United Kingdom)
✨Tip Number 1
Familiarise yourself with the latest updates and features of Avaya CMS 8 and 10. Being well-versed in these systems will not only boost your confidence but also demonstrate your commitment to staying current in the field.
✨Tip Number 2
Network with professionals in the Avaya community, whether through LinkedIn or relevant forums. Engaging with others can provide insights into the role and may even lead to referrals, which can significantly enhance your chances of landing the job.
✨Tip Number 3
Prepare to discuss your hands-on experience with user changes and system support during interviews. Be ready to share specific examples of challenges you've faced and how you resolved them, as this will showcase your problem-solving skills.
✨Tip Number 4
Research the company’s culture and values, especially their approach to remote working and team dynamics. Tailoring your conversation to align with their ethos can make a strong impression and show that you're a good fit for their team.
We think you need these skills to ace 2nd Line Avaya Support Engineer (United Kingdom)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your hands-on experience with Avaya CMS 8 or 10. Include specific examples of user changes, deletions, and system support tasks you've handled in previous roles.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your VOIP understanding and any relevant experience in a 2nd line support environment to demonstrate your fit for the position.
Highlight Relevant Skills: Clearly outline your skills related to CXone, NICE, and cloud contact centre technologies if you have them. This will show that you are not only qualified but also eager to learn and grow within the company.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a technical support role.
How to prepare for a job interview at Hamilton Barnes
✨Showcase Your Avaya Knowledge
Make sure to brush up on your knowledge of Avaya CMS 8 or 10. Be prepared to discuss specific features and functionalities, as well as any hands-on experience you've had with user changes and system support.
✨Demonstrate Your VOIP Understanding
Since VOIP understanding is crucial for this role, be ready to explain how you’ve applied your VOIP knowledge in previous positions. Discuss any relevant projects or challenges you've faced and how you overcame them.
✨Highlight Your Support Experience
Emphasise your previous experience in a 2nd line or tiered support environment. Share examples of how you've successfully resolved issues and supported users, showcasing your problem-solving skills and customer service approach.
✨Express Enthusiasm for Career Progression
This role offers clear pathways to Tier 3 and cross-training opportunities. Make sure to express your enthusiasm for career development and how you see yourself growing within the company.
