Please read the following job description thoroughly to ensure you are the right fit for this role before applying.
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. xgikmsk
- 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 Please click on the apply button to read the full job description
VOIP Helpdesk Analyst employer: Southern Communications
At SCG Midlands, we pride ourselves on being an excellent employer, offering a collaborative work culture that fosters teamwork and innovation in our Quinton office. With competitive salaries and ongoing training opportunities, we empower our employees to grow professionally while working on exciting projects in the Voice, IT, and Data sectors. Join us to be part of a supportive environment where your contributions are valued and recognised.
