L2 Support Engineer

Full Time Permanent

South Wales Jobs

The L2 Support Engineer is responsible for providing specialist support to Sipcom partners and customers, across a portfolio of managed voice solutions and services. The service desk environment involves taking incoming calls, tickets and emails whilst always striving to provide the highest quality support.

The L2 Support Engineer will undertake deliverables as part of multiple concurrent support tasks of varying size and complexity alongside operational duties with varying priorities. This role involves being a technical escalation within the operational team.

Duties and Responsibilities

Monitor and react to key infrastructure alarms, metrics, or security events.
Ticket ownership
Communication – maintain excellent communications with all employees, clients and customers.
End-user training of systems
Provide escalated support for L1 Support Engineers.
Carry out changes in line with process and customer and/or Sipcom requirements
Health & Safety – ensure all activities are undertaken in accordance with the Company's Health and Safety Policy.
Standards – ensure the Company's operations and functions are undertaken in accordance with the approved procedures, processes or Company standards and any improvements are identified.
Undertake any reasonable request to assist the Company meet internal and external expectations.Requirements


Able to identify, analyse, and document business/technical requirements and systems specifications.
Ensuring service level agreement targets are met
Telephony, understanding of the concept
Troubleshooting/root cause analysis
IP networks and data networks knowledge and debugging
SIP knowledge (protocols) understanding SIP codecs
Firewall understanding, role in networks
High standard of written and verbal communication
High levels of attention to detail
Developed planning and prioritisation skills
Expert customer service skills – a positive approach
Experience in producing documentation and knowledge sharing
Proactive approach to solutions: a common-sense approach
Passion for technology
Takes pride in brilliant work
Efficient time management
Security Clearance will be required for this role.Desirable:

Teams Direct Routing experience
Wireshark debugging
VoIPMonitor, Homer, OCM or similar
ITIL Framework exposure
Zoom Phone experience
Appropriate telephony accreditations (School of SIP, MS700 etc.)


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