2nd Line Technical Support

7 months ago

Southampton, United Kingdom Circle Cloud Communications Ltd Full time

**Location**:Central Southampton (Onsite Parking Available)

**Salary**:£28,000 - £32,000 per annum (Depending on Experience)

**Hours**: Monday - Friday, 40 Hours per Week

Are you passionate about technology and thrive in a dynamic, customer-focused environment? Join circle.cloud, a leading telecommunications provider revolutionizing business solutions across the UK and Ireland. We're looking for a 2nd Line Technical Support Agent to join our expanding team, where you'll play a pivotal role in providing exceptional technical support to our valued customers.

**About the Role**:
As 2nd Line Technical Support, you'll be responsible for troubleshooting technical queries and faults escalated from the first-line support team. Collaborating closely with our Technical and Service Delivery Department, you'll diagnose and resolve broadband and SIP issues, conduct advanced diagnostics, and assist in customer networking configurations.

**Requirements**:
(Essential Knowledge)
- Previous experience in 1st and 2nd line telecoms support
- Proficiency in VoIP/SIP, IP softswitch, and SIP trunks
- Familiarity with LAN switching, VLAN, Layer 3, and IP addressing
- Strong understanding of general networking concepts (ARP, DHCP, DNS, firewalls, client VPN)
- Experience in internet connectivity, NAT, Firewall, LAN/WAN, and WiFi

(Skills)
- Clear verbal and written communication skills
- Logical diagnostic and problem-solving abilities
- Enthusiasm for technology and staying updated with advancements
- Capability to articulate technical concepts to non-technical individuals
- Effective organisational and time-management skills

(preferred)
- Knowledge of MySQL/MSSQL
- Familiarity with Gamma, Number Porting, PSTN, ISTN, SIP & ADSL
- Understanding of the Yealink and Mikrotik

**Benefits**:

- Competitive salary with annual leave package and birthday off
- Bonuses, recognition, and incentives for performance achievements
- Comprehensive training and professional development opportunities
- Company-wide events, trips, and additional annual leave days
- Techscheme and Cycle to Work Scheme
- A wellbeing program, health and fitness subscriptions
- Modern office in Central Southampton with sea views and onsite parking

Join circle.cloud today and become part of a progressive company committed to innovation and employee well-being.

**Salary**: £28,000.00-£32,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Private dental insurance
- Private medical insurance
- Referral programme
- Store discount
- Transport links

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

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