Voice Support Engineer

2 weeks ago

Cardiff, United Kingdom Advania UK Full time
Voice Support Engineer (Level 3)
About Us:
We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Position Overview:
In this role you will provide 3rd line Unified Communications support to a wide range of Sipcom customers in a support desk environment across a portfolio of managed voice solutions and services.
This is a senior role in the team where you will provide a specialised level of support for the support teams.
Responsibilities:
Some activities you will be involved with include:
Monitoring and reacting to key infrastructure alarms, metrics, or security events
Configuring of various cloud telephony platforms (Teams Direct Routing, Zoom Phone, Cisco)
Providing escalated support for BAU support teams
Ensuring configuration is documented and knowledge is transferred to engineering/support teams
Identify risks in infrastructure and report to Engineering function Qualifications & Experience:
The right candidate will have the following technical experience:
Experience in deploying PBX and hosted telephony systems
Troubleshooting/root cause analysis
IP networks and data networks knowledge and debugging
Good understanding of SIP (protocols) understanding SIP codecs/call flows
Ability to troubleshoot/resolve issues with Unified Communications platforms/supporting services
Knowledge of voice and video protocols around PBX, IVRs, and VoIP
Microsoft Teams Direct Routing experience (Enterprise Voice)
Session Border Controller experience (SBC)
Firewall understanding, role in networks Any knowledge or exposure to the following is useful, but is not required to apply:
Broadworks exposure
Wireshark debugging
VoIPMonitor, Homer, OCM or similar
ITIL Framework exposure
Zoom Phone experience
Appropriate telephony accreditations (School of SIP, MS700 etc.)
M365 exposure This is a remote-first hybrid role. See here for details about our hybrid workstyle.
#LI-Hybrid
Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Please do let us know if you'll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted

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