• Full Time
  • London

Tier 2 Technical Support Engineer

Description: Our client is a leading provider of SaaS based telephony, selling per user licences to enterprise customers as well as selling a range of Polycom and Cisco hardware, conferencing and web collaboration tools.  With over 1,200 staff and supporting more than 300,000 customers worldwide with multiple international offices.


Job Description:

  • This is a Tier 2 Technical Support Engineer role providing support to UK customers
  • Problems solving and working proactively with customers
  • Delivering value to customers by getting the most out of our service including helping them setup and optimize their hosted PBX solution to meet their needs
  • Technical troubleshooting their network and optimising VOIP quality of service



•             Handling technical problems from first call to technical product issues to network troubleshooting
•             Investigate defects and report to 3rd line, Service Engineers and Network teams
•             Managing incidents working with the NOC
•             Use your knowledge of services, VOIP technology and networking hardware/software
•             Expert in our network architecture required to support VoIP services
•             Recommend network hardware, software and design elements
•             Solve technical issues and recommend suitable solutions
•             Utilise network monitoring to identify and root issues
•             Handle customer support issues whilst creating detailed case notes
•             Manage customer expectations and experience to deliver high customer satisfaction
•             Manage escalated issues and cooperate with other departments to find a quick resolution
•             Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues
•             Identify upsell opportunities and describe solutions in a compelling way
•             Help develop customer facing and internal help articles


•             Strong technical troubleshooting skills, perseverance and patience
•             4+ years’ in customer focused role such as presales or post-sales technical support
•             Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs
•             Expert in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc
•             Cisco CCNA or equivalent is desirable
•             Experience configuring, updating and supporting VOIP solutions in a multi-location environment
•             Experience supporting telecommunications, networking or SaaS products
•             Ability to work efficiently in a highly demanding team-oriented and fast paced environment
•             Experience working for a company known for its focus on customer service
•             Ability to communicate and empathise with all levels of customers

Location:              London – W5

 Salary                 £35,000.00 – £44,000.00 Per Annum
OTE                     £47,000.00

To apply please send your CV to Connor Hanley at Syntony (Search & Selection) Ltd