Join Inclarity and work for the UK’s most established hosted VoIP provider.

We’re always on the hunt for exceptional and ambitious people to join our team.  Job specs for upcoming vacancies will be posted on this page, but candidates with relevant experience and a strong desire to progress are always welcome to send us a CV.

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2nd Line Technical Support Engineer.

Inclarity is looking to recruit a 1st line support engineer to work within a team which is responsible for providing professional and prompt communication of analysis and resolution of customer issues whilst providing the highest level of customer service.

The key duties of the post are as follows:

  • Logging customer queries and requests by telephone and email.
  • Analysing SIP Traces so you can spot common trends and resolve faults
  • Where necessary, escalate issues or liaise with third parties
  • Working with customers to identify and diagnose hardware device, software application, system, and/or network problems and advising on the solution
  • Logging and keeping records of customer issues and solutions
  • Responding to our Moves, Adds and Changes requests where required in a timely manner
  • Configuring Hunt Groups, Auto Attendants, Subscribers, Call Centres and other features
  • Mentor our 1st Line Support team with more complex faults.
  • Testing and implementing fault solutions for customers
  • Outstanding problem solving skills, resourcefulness, attention to detail, and communication skills, both verbal and written.
  • Understand and anticipate customer needs and requirements. Must be able to establish effective internal and external customer relationships.
  • Must be able to plan work and schedule task and activities and manage them accordingly

Experience

  • Educated to degree level or equivalent in communications / network engineering.
  • Proactive in maintaining and growing a strong technical awareness along with a solid commercial knowledge, enabling you to build customer loyalty and rapport.
  • Able to decipher technically complex issues from a multicultural customer base.
  • Adaptable and flexible approach in meeting a customer’s requirements: being creative, innovative and prepared to go the extra mile in assisting customers with their queries.
  • At least one years’ experience within a similar role
  • Must have a willingness to learn new skills and tasks in order to support the full range of services

Technical

Have a working technical knowledge of:

  • Hosted VoIP and data connectivity, ideally within the telecommunications sector
  • Understanding of network concepts (LANs and WANs)
  • Strong understanding of DSL products such as ADSL/FTTC/FTTP/Leased Line
  • Be able to confidently analyse a SIP Trace either through Wireshark or other application.
  • Ability to know how to troubleshoot a variety of VoIP faults End to End.
  • An awareness of different types of computer based and security applications
  • Outstanding problem solving skills, resourcefulness, attention to detail, and communication skills, both verbal and written.
  • Must have a willingness to learn new skills in order to support the full range of services
  • Understand and anticipate customer needs and requirements. Must be able to establish effective internal and external customer relationships.
  • Must be able to plan work and schedule task and activities and manage them accordingly

Preferences:

  • CCNA preferred
  • Working knowledge of Cisco and Polycom handsets is beneficial
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