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- Tasks: Provide technical support for VoIP systems and troubleshoot network issues.
- Company: Flotek Group is a fast-growing tech company delivering IT solutions to small and medium businesses.
- Benefits: Enjoy a salary up to £30,000, staff share equity, and 21 days holiday increasing with service.
- Why this job: Join a dynamic team, enhance your tech skills, and make a real impact in customer satisfaction.
- Qualifications: Experience with VoIP technologies, strong networking skills, and excellent customer service abilities required.
- Other info: Full UK driving licence needed; potential for on-site support at customer locations.
The predicted salary is between 22000 - 26000 £ per year.
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About
Job Title: 2nd Line VoIP / Network Engineer Location: Pencoed, Wales Salary: £26,000 – £30,000 per annum Job Type: Full time, Permanent Working Hours: Mon – Fri 09:30 to 18:00 About Flotek Group: Flotek Group is the fastest-growing tech company in the Southwest, delivering IT and communication technology to small and medium businesses. With regional sales and support hubs across the South West, we are committed to our core values and principles, ensuring every product and service is provided with expertise, passion, and dedication. Role Overview: We are seeking a skilled and enthusiastic 2nd Line VoIP Engineer with experience in the ICT sector, particularly in VoIP/SIP and IP networks. The successful candidate will handle inbound technical support calls, resolve and triage issues, and, when necessary, escalate them to the engineering team. This role may also involve visiting customer sites for on-site support. Key Responsibilities: Handle inbound calls from customers requiring technical support for VoIP systems. Troubleshoot and resolve VoIP, SIP, and network-related issues remotely via phone and email. If unable to resolve at first contact, triage the incident/request and escalate to senior team members. Investigate and monitor telecoms, Wi-Fi, and network issues, ensuring resolution within SLAs. Communicate clearly with end-users, colleagues, and management to resolve issues promptly and ensure customer satisfaction, updating all open cases with relevant information. Visit customer sites to diagnose and repair VoIP services as needed. Deliver first-class customer service at all times.About you: Required Experience and Skills: Technical Expertise: Proven knowledge and experience with VoIP technologies, SIP messaging, call flows, and packet capture analysis. Networking Skills: Strong understanding of IP networks, TCP/IP, and troubleshooting network-related issues. Customer Service: Demonstrated experience in a customer-facing role with excellent verbal and written communication skills. IP PBX Systems: Familiarity with IP PBX systems and their configuration. Problem-Solving: Ability to troubleshoot and resolve complex technical issues efficiently. Team Collaboration: Ability to work effectively within a team and escalate issues when necessary. Driving Licence: A full UK driving licence is required.Preferred Qualifications: Certifications in relevant technologies (e.g., CompTIA Network+, CCNA) Experience with specific VoIP platforms (e.g., Asterisk, Hosted Cloud Telephony) Familiarity with network monitoring tools and softwareRemuneration and Benefits: Salary up to £30,000 per annum Staff Share Equity Scheme New customer referral incentive 21 days holiday, increasing to 25 days after 4 years of service (plus bank holidays)Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with the relevant experience or job titles of: 2nd Line IT Support, 2nd Line IT Engineer, Voice Engineer, Telephony Engineer, 3rd Line Support Engineer, IT Support Analyst, It Network Engineer, IT Technical Support, IT Systems Engineer, IT Systems Technician, Senior IT Engineer, Systems Administrator, Systems Support, 2ndLine IT Support Engineer, Senior Network Support, Server Support Technician, Senior IT Service Desk Technician, VOIP Engineer, VOIP Support may also be considered for this role
About
Job Title: 2nd Line VoIP / Network Engineer Location: Pencoed, Wales Salary: £26,000 – £30,000 per annum Job Type: Full time, Permanent Working Hours: Mon – Fri 09:30 to 18:00 About Flotek Group: Flotek Group is the fastest-growing tech company in the Southwest, delivering IT and communication technology to small and medium businesses. With regional sales and support hubs across the South West, we are committed to our core values and principles, ensuring every product and service is provided with expertise, passion, and dedication. Role Overview: We are seeking a skilled and enthusiastic 2nd Line VoIP Engineer with experience in the ICT sector, particularly in VoIP/SIP and IP networks. The successful candidate will handle inbound technical support calls, resolve and triage issues, and, when necessary, escalate them to the engineering team. This role may also involve visiting customer sites for on-site support. Key Responsibilities: Handle inbound calls from customers requiring technical support for VoIP systems. Troubleshoot and resolve VoIP, SIP, and network-related issues remotely via phone and email. If unable to resolve at first contact, triage the incident/request and escalate to senior team members. Investigate and monitor telecoms, Wi-Fi, and network issues, ensuring resolution within SLAs. Communicate clearly with end-users, colleagues, and management to resolve issues promptly and ensure customer satisfaction, updating all open cases with relevant information. Visit customer sites to diagnose and repair VoIP services as needed. Deliver first-class customer service at all times.About you: Required Experience and Skills: Technical Expertise: Proven knowledge and experience with VoIP technologies, SIP messaging, call flows, and packet capture analysis. Networking Skills: Strong understanding of IP networks, TCP/IP, and troubleshooting network-related issues. Customer Service: Demonstrated experience in a customer-facing role with excellent verbal and written communication skills. IP PBX Systems: Familiarity with IP PBX systems and their configuration. Problem-Solving: Ability to troubleshoot and resolve complex technical issues efficiently. Team Collaboration: Ability to work effectively within a team and escalate issues when necessary. Driving Licence: A full UK driving licence is required.Preferred Qualifications: Certifications in relevant technologies (e.g., CompTIA Network+, CCNA) Experience with specific VoIP platforms (e.g., Asterisk, Hosted Cloud Telephony) Familiarity with network monitoring tools and softwareRemuneration and Benefits: Salary up to £30,000 per annum Staff Share Equity Scheme New customer referral incentive 21 days holiday, increasing to 25 days after 4 years of service (plus bank holidays)Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with the relevant experience or job titles of: 2nd Line IT Support, 2nd Line IT Engineer, Voice Engineer, Telephony Engineer, 3rd Line Support Engineer, IT Support Analyst, It Network Engineer, IT Technical Support, IT Systems Engineer, IT Systems Technician, Senior IT Engineer, Systems Administrator, Systems Support, 2ndLine IT Support Engineer, Senior Network Support, Server Support Technician, Senior IT Service Desk Technician, VOIP Engineer, VOIP Support may also be considered for this role
Nice-to-have skills
- CCNA
- SIP
- TCP/IP
- VoIP
- Pencoed, Wales, United Kingdom
Work experience
- NOC Engineer
- Network Engineer
- Solutions Engineer
Languages
- English
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
-
Industries
Technology, Information and Internet
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2nd Line VoIP / Network Engineer employer: TieTalent
Contact Detail:
TieTalent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line VoIP / Network Engineer
✨Tip Number 1
Familiarise yourself with the specific VoIP technologies mentioned in the job description, such as SIP messaging and IP PBX systems. This will not only boost your confidence but also allow you to engage in more meaningful conversations during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills for network-related issues. Being able to demonstrate your problem-solving abilities in real-time scenarios can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your previous customer service experiences. Since this role involves direct interaction with clients, showcasing your ability to communicate effectively and resolve issues will be crucial.
✨Tip Number 4
If you have any relevant certifications, such as CompTIA Network+ or CCNA, make sure to highlight them during your discussions. These qualifications can significantly enhance your credibility and show your commitment to the field.
We think you need these skills to ace 2nd Line VoIP / Network Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in VoIP technologies, SIP messaging, and IP networks. Use specific examples from previous roles to demonstrate your technical expertise and problem-solving skills.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with the responsibilities outlined in the job description, particularly your customer service experience and ability to troubleshoot technical issues.
Showcase Technical Skills: Clearly list any certifications or qualifications you have that are relevant to the position, such as CompTIA Network+ or CCNA. Highlight your familiarity with IP PBX systems and any specific VoIP platforms you've worked with.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial in a customer-facing role.
How to prepare for a job interview at TieTalent
✨Showcase Your Technical Skills
Make sure to highlight your experience with VoIP technologies, SIP messaging, and IP networks. Be prepared to discuss specific projects or challenges you've faced in these areas, as this will demonstrate your expertise to the interviewers.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would troubleshoot common VoIP and network issues. Practise articulating your thought process clearly, as this will show your analytical skills and ability to resolve complex problems efficiently.
✨Emphasise Customer Service Experience
Since this role involves direct customer interaction, be ready to share examples of how you've provided excellent customer service in the past. Highlight your communication skills and how you ensure customer satisfaction, even in challenging situations.
✨Research the Company Culture
Familiarise yourself with Flotek Group's values and mission. Understanding their commitment to expertise and customer service will help you align your answers with what they are looking for, making you a more attractive candidate.
