3rd Line Support Engineer

6 days ago

Bournemouth, United Kingdom 4Com Plc Full time
We are 4Com; a leading provider of VOIP telephone systems, specialising in the development, deployment, and support of our proprietary HiHi phone system for UK small to medium businesses. We pride ourselves on delivering cutting-edge telephony solutions and acting as a one-stop shop for all business communication needs. We are seeking an experienced and highly skilled 3rd Line Support Engineer to join our Customer Support Team where you will be required to leverage your deep understanding of VOIP systems, computer networking, and exemplary customer service skills to diagnose and resolve complex technical faults through direct customer contact. You may also be required to travel to customer sites as needed to achieve full resolution of issues. Benefits for a 3rd Line Support Engineer choosing to work with 4Com include: Competitive salary of up to £38,000 per annum DOE. Company Car/Car Allowance 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.
Monthly Company Targeted Draw and Incentivised Lunches.
Discounted Gym Membership.
Employee Assistance Programme.
Private Health Insurance after 1 year of service.
Company pension.

In return for this, we are looking for someone who has:

In-depth knowledge of VOIP technology and terminology including knowledge of various codecs (G.711, G.729, H.264)..
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 principals.
Expertise in subnetting, routing, and switching. Understanding of broadband connectivity options (FTTC, FTTP, Ethernet, satellite) and is skilled in broadband diagnostics and monitoring (SNR, latency, packet loss). Excellent verbal and written communication skills.
Ability to explain technical concepts in simple terms. Experience installing and supporting equipment from vendors such as Yealink, Poly, Grandstream, Snom, Jabra would be beneficial. A full clean UK Driving Licence.

What would I be doing as a 3rd Line Support Engineer at 4Com?

Providing advanced technical support for HiHi VOIP telephone systems. Resolving complex customer issues related to telephony, networking, and internal systems. Administering and configuring telephony systems and hardware.
Performing diagnostics and monitoring of broadband connectivity issues. Documenting customer interactions, system changes, and troubleshooting steps in Dynamics 365 CRM. Assisting in writing or validating any new technical documentation, processes, and products, ensuring they are embedded and functioning. Explaining technical concepts to non-technical customers in an understandable manner, and handling customer complaints and escalations professionally and effectively.

Please note that this role is office based in Bournemouth.

Please note, full ‘Rights to Work in the UK’ checks will be completed during the interview process. 

Should you feel that this role is your ideal next job opportunity, please get in touch with us today


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