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Senior VOIP Engineer

2 months ago

Bournemouth, Bournemouth, United Kingdom 4Com Full time

We are 4Com, a leading provider of cutting-edge telephony solutions for small to medium-sized businesses in the UK. Our company prides itself on delivering innovative and comprehensive communication services that cater to the unique needs of our clients.

We are seeking an experienced and highly skilled Senior VOIP Engineer to join our Customer Support Team. As a key member of our team, you will be responsible for leveraging your in-depth knowledge of VOIP systems, computer networking, and exceptional customer service skills to diagnose and resolve complex technical issues through direct customer contact. You may also be required to travel to customer sites as needed to achieve full resolution of issues.

Key Responsibilities:

  • Providing advanced technical support for our HiHi VOIP telephone systems.
  • Resolving complex customer issues related to telephony, networking, and internal systems.
  • Performing diagnostics and monitoring of broadband connectivity issues.
  • Documenting customer interactions, system changes, and troubleshooting steps in our CRM system.
  • Assisting in writing or validating new technical documentation, processes, and products to ensure they are embedded and functioning.
  • Communicating technical concepts to non-technical customers in an understandable manner, and handling customer complaints and escalations professionally and effectively.

Requirements:

  • Understanding of SIP and RTP/RTCP protocols, including SIP trunking.
  • Experience deploying, configuring, and supporting telephony hardware (IP phones, ATA, headsets, DECT, access control systems).
  • In-depth knowledge of TCP/IP, DHCP, DNS, and other fundamental networking principles.
  • Understanding of broadband connectivity options (FTTC, FTTP, Ethernet, satellite) and skilled in broadband diagnostics and monitoring (SNR, latency, packet loss).
  • A full clean UK driving license.

What We Offer:

  • Competitive salary of up to £45,000 per annum DOE.
  • An exciting role for personal and professional development.
  • 24 days holiday + bank holidays (increasing by 1 day each year).
  • Refer a friend scheme.
  • Vodafone Advantage Discount.
  • Discounted gym membership.
  • Employee Assistance Programme.
  • Private health insurance after 1 year of service.
  • Company pension.