Tech Support - Voice Infrastructure Support in Birmingham

We are actively building diverse teams and welcome applications from everyone.

Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent

Salary Package: £45,000 - £55,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 24x7 support team with a mix of shifts and providing on call out of hours

Interview Process: 2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role purpose

The role will be a Tech Support as part of the Voice Infrastructure Support Team, delivering technical support for Voice and Communication systems for customers ensuring stability, security, and optimal performance across the environment. The role involves diagnosing and resolving complex issues, maintaining Voice and Communication systems and collaborating with teams to implement improvements and uphold service standards.

Key responsibilities

• This is a "hands-on" technical support position that requires knowledge across Unified Communications (UC) and AudioCodes technologies.
• Provide remote proactive and reactive support for UC infrastructure, ensuring stability and availability of services.
• Monitor and analyse system faults, identify critical customer issues, and propose long-term solutions to eliminate recurring problems.
• Deliver 2nd and 3rd level support to customers, applying advanced technical expertise to resolve complex issues.
• Ensure timely resolution of incidents and service requests in line with internal and external SLAs, including root cause analysis where required.
• Perform triage on incident tickets, answering customer queries and prioritising cases effectively.
• Escalate issues to vendors when necessary, coordinating resolution activities to meet SLA commitments.
• Maintain accurate and detailed documentation of all customer interactions and technical activities within the ITSM tool.
• Drive continuous improvement across UC services by identifying opportunities to enhance reliability, performance, and customer satisfaction.
• Communicate effectively with internal teams, customers, and vendors to ensure transparency and alignment in service delivery.

Skills and experience

• Relevant experience in IT systems administration or engineering roles within large MSPs.
• Desired knowledge of traditional TDM Voice / telephony and IP telephony.
• Advanced Knowledge of Voice gateways – AudioCodes SBCs, OVOC or other monitoring tools.
• Knowledge of VoIP handsets.
• Desired knowledge of ServiceNow.
• Knowledge and practical experience of working with telecommunications carriers: Circuit types, circuit interfaces, circuit problem.
• Understanding of the Telecommunication market.
• Good understanding of Microsoft Unified Communications products (O365, MS Teams).
• Good understanding of Microsoft Unified Communication concepts (Voice over IP, signalling and real time protocols).

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief. If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.