2nd Line Support and Provisioning Agent

6 months ago

Basingstoke, United Kingdom Southern Communications Group Full time

The role will provide effective 2nd line support and assistance to SCG Wholesale hosted telephony partners as well as all Direct and Indirect Group companies. The role is varied from day to day, based on partners active needs and specific requirements, covering escalated provisioning and support queries relating to the MyPhones Evonex platform.

The role is based at the Basingstoke office with flexible hybrid remote working available, although it is necessary to work from the office 2 to 3 days per week, alongside existing members of the team.

**SKILLS AND COMPETENCIES REQUIRED**
- Strong working knowledge of voice and data protocols (VoIP, SIP, RTP, IP), and experience with Cloud hosted telephony systems.
- Extremely **customer focussed**, polite and well manned, yet expressing a strong personality with the confidence to be assertive.
- Knowledge of hosted and on-premises telephony systems, with strong **analytic skills** and tenacity as problems can be complex and involved.
- Ability to **communicate effectively** at all levels, with excellent oral and written communication in addition to clear and concise documentation skills.
- A **team player** who enjoys collaborating with team members and customer assisting others when the project requires it.
- **Innovative thinker**, building telephony solutions for complex scenarios.
- **Technical understanding** of IP/SIP networks and call flows with a good working knowledge of configuration and troubleshooting of handsets from vendors such as Cisco, Yealink, Grandstream, Poly.
- Likes to **take ownership** of problems and see them through to a proper conclusion.
- **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 solvingproblems by following a consistent analytical approach, with high **attention to detail** and a strong focus on quality.

**KEY TASKS**
- 2nd Line support and diagnostics of the Evonex platform and products, dealing with escalations from the 1st line helpdesk team, ensuring agreed SLA’s are adhered to.
- Ensure comprehensive diagnostic and resolution notes are recorded on the CRM system.
- Partner onboarding, working with the BDM team and communicating with new partners.
- Handset configuration including bespoke provisioning template management and firmware deployment.
- Analysis and interpretation of SIP call traces using VOIP tools to troubleshoot and identify reported issues.
- Working alongside the Product Manager to produce training and education collateral demonstrating best practice setup and configuration.
- Testing new platform features before their release, reporting findings to the development team and assisting with documentation.

**KEY PERFORMANCE INDICATORS**

The success of the role will be measured by speed, accuracy, and completeness of Support and Provisioning tickets raised on the CRM system, monitored by SLA metrics alongside Reseller feedback and satisfaction surveys.

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£35,000.00 per year

**Benefits**:

- Canteen
- Company pension
- Discounted or free food
- Free parking
- On-site parking
- Work from home

Schedule:

- Monday to Friday
- No weekends

Work Location: Hybrid remote in Basingstoke

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