VOIP Helpdesk Analyst in Bedford

We are looking for someone to join our Myphones team to handle technical faults and configuration queries related to VoIP hardware, software, and connectivity escalated from the first-line support team, to provide advice and resolutions to both technical and non-technical customers. Deliver exceptional customer focus, through excellent verbal and written communication skills via phone, email, or ticketing systems to SCG Wholesale cloud hosted telephony partners together with all SCG Direct and SCG Indirect business units.
Responsibilities: Provide 2nd Line support and diagnostics of the Evonex platform and products, dealing with escalations from the 1st line helpdesk team, ensuring agreed SLAs are adhered to. Provisioning support, assisting partners with their orders and configurations, understanding the product portfolio, license requirements, handsets, and applications. Partner onboarding, working with the BDM team and communicating with new partners. Liaise with clients and colleagues via phone, email, messaging, or ticketing systems. Analysis and interpretation of SIP call traces using VOIP tools to troubleshoot and identify reported issues. Ensure comprehensive diagnostic and resolution notes are recorded in the appropriate business systems and documentation libraries. Handset configuration including bespoke provisioning template management and firmware deployment. Working alongside the Product Manager to produce training and education collateral demonstrating best practice setup and configuration. Functional testing of new platform / device / software features before their release, reporting findings to the operational and development teams, and assisting with documentation.
Skills Required: Strong working knowledge and proven experience (2 years+) of SIP, RTP, and other VoIP protocols, and familiarity with configuration and troubleshooting of cloud hosted telephony systems. Logical troubleshooting and problem-solving skills in VoIP environments with a good understanding of telephony concepts including IVR, ACD, CTI. Technical expertise in configuration and troubleshooting vendor products from Cisco, Yealink, Grandstream, Poly. Ability to communicate effectively at all levels, with excellent oral and written communication in addition to clear and concise documentation skills. Industry recognised certifications such as SSCA and CompTIA Network+ are a distinct advantage. An enthusiastic team player with the ability to work both independently and collaboratively in a fast-paced environment. Innovative thinker, configuring and troubleshooting telephony solutions for complex scenarios, working within best practice and security guidelines. Continual learner as someone who reads and understands detailed technical information and challenges where appropriate, enjoys learning new things quickly, and wants to grow their role beyond its original definition. A methodical mindset solving problems by following a consistent analytical approach, with meticulous attention to detail and a strong focus on quality.
Benefits: 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years Birthday Day Off Buy Holiday Scheme Career Development and Progression Opportunities Employee Assistance Programme Enhanced Company Sick Pay Discounted Retail Vouchers Reduced Gym Membership SCG Mobile Benefit Employee Referral Bonus Annual Salary Reviews Pension Scheme Onsite Canteen (offering free croissants and free freshly made soup daily) Free On-Site Parking Charity Events
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
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