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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 clear progression to Tier 3 roles.
- Qualifications: Experience with Avaya CMS and VOIP is essential; support background preferred.
- Other info: Opportunity for cross-training in cloud contact centre technologies.
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 employer: LinkedIn
Contact Detail:
LinkedIn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Avaya Support Engineer
✨Tip Number 1
Familiarise yourself with the latest features and updates of Avaya CMS 8 and 10. Being able to discuss these in detail during your interview will show your commitment and expertise in the field.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. They can provide valuable insights into the team culture and expectations, which can help you tailor your approach.
✨Tip Number 3
Brush up on your VOIP knowledge and be prepared to discuss how it integrates with Avaya systems. This will demonstrate your technical proficiency and readiness for the role.
✨Tip Number 4
Prepare questions about the training pathways to Tier 3 and cross-training opportunities. Showing interest in career progression will highlight your ambition and long-term commitment to the company.
We think you need these skills to ace 2nd Line Avaya Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your hands-on experience with Avaya CMS 8 or 10, as well as any relevant VOIP understanding. Emphasise your previous roles in a 2nd line support environment to showcase your suitability for the position.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your career aspirations, particularly how you are looking to progress to Tier 3 support and your interest in cross-training opportunities.
Showcase Relevant Skills: Highlight specific skills that align with the job description, such as handling user changes and deletions in Avaya systems. If you have experience with CXone or NICE, be sure to include that as well.
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 in a technical support role.
How to prepare for a job interview at LinkedIn
✨Showcase Your Avaya Knowledge
Make sure to highlight your hands-on experience with Avaya CMS 8 or 10 during the interview. Be prepared to discuss specific scenarios where you've handled user changes, deletions, and general system support, as this will demonstrate your expertise.
✨Demonstrate Your VOIP Understanding
Since VOIP understanding is crucial for this role, be ready to explain how you’ve applied your knowledge in previous positions. Discuss any relevant projects or challenges you've faced that involved VOIP technology.
✨Prepare for Tiered Support Questions
Expect questions related to your experience in a 2nd line or tiered support environment. Think of examples where you successfully resolved complex issues and how you prioritised tasks under pressure.
✨Express Enthusiasm for Career Progression
The company offers clear pathways to Tier 3 and cross-training opportunities. Show your enthusiasm for career development by asking about training programmes and expressing your eagerness to learn new technologies like CXone and NICE.
