2nd Line Support Engineer

Focus Group

Manchester

Hybrid

GBP 30,000 - 35,000

Full time

35 hours ago

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Benefits offered by this job

Holiday allowance

Hybrid working options

Enhanced maternity, paternity and ad p

Paid volunteering day

Wider company benefits

Job summary

Focus Group is seeking a skilled 2nd Line Support Engineer in Manchester. You will handle complex technical issues across Wildix and Puzzel UC platforms, support customer environments, and collaborate with project teams and vendors. This role demands strong troubleshooting, communication, and a customer-focused mindset.

Hybrid work setup with three days per week in the Manchester office. Salary £30,000–£35,000 per year depending on experience, permanent contract, and a focus on ongoing

Qualifications

Experience in a 2nd Line Support, Unified Communications, VoIP, or Contact Centre role.
Strong troubleshooting across telephony environments and networks.
Experience with Wildix or similar UC/VoIP solutions.
Experience supporting cloud-based contact centre platforms (Puzzel).
Understanding of networking basics: SIP, RTP, NAT, firewalls, QoS.
Experience supporting customer environments and CRM integrations.
Windows and Linux troubleshooting proficiency.
Excellent written and verbal communication, analytical, and organized.

Responsibilities

Provide 2nd line technical support for Wildix and Puzzel solutions.
Investigate and resolve incidents escalated from 1st Line Support.
Troubleshoot VoIP, call routing, IVR, and contact centre workflows.
Perform root cause analysis and implement permanent resolutions.
Escalate complex issues to 3rd line or vendors when needed.
Support system maintenance, upgrades, patching, and configuration.
Monitor environments for performance and reliability.
Assist onboarding and handovers from project delivery.
Act as technical point of contact for customers and stakeholders.
Maintain documentation, knowledge base, and troubleshooting guides.

Skills

2nd Line Support

VoIP

Unified Communications

Customer service

Troubleshooting

Networking fundamentals

Documentation

Communication

Project collaboration

Tools

Wildix

Puzzel

Salesforce

Microsoft Dynamics

Job description

2nd Line Support Engineer

Department: Technical Operations

Location: Manchester

Compensation: £30,000 - £35,000 / year

Description

2nd Line Support Engineer

Location: Hybrid (3 days a week in our Manchester office)

Salary: £30-£35,000 (Dependent on experience)

Contract: Permanent

We're looking for a skilled and customer-focused 2nd Line Support Engineer to join Make Contact, part of the Focus Group family. This is an exciting opportunity to work with industry-leading Unified Communications and Contact Centre technologies, supporting a diverse customer base while developing your technical expertise in a growing and ambitious business.

As a 2nd Line Support Engineer, you'll play a key role in resolving complex technical issues, supporting critical customer environments, and acting as an escalation point for our 1st Line Support team. Working closely with customers, project teams, and technology vendors, you'll help deliver an exceptional support experience across our Wildix and Puzzel solutions.

Key Responsibilities

The Role

This role is ideal for someone with experience in VoIP, Unified Communications, or Contact Centre technologies who enjoys troubleshooting complex issues and delivering outstanding customer service.

You'll provide advanced support across Wildix and Puzzel platforms, helping customers maximise the performance and reliability of their communications solutions while developing your expertise within a growing specialist team.

Key Responsibilities

Provide 2nd line technical support for Wildix and Puzzel solutions.
Investigate and resolve complex incidents escalated from 1st Line Support.
Troubleshoot VoIP, call routing, IVR, contact centre workflows, reporting, and user administration issues.
Perform root cause analysis and implement permanent resolutions where possible.
Escalate complex issues to 3rd line teams or technology vendors when required.
Support system maintenance, upgrades, patching, and configuration changes.
Monitor customer environments to ensure ongoing performance and reliability.
Assist with onboarding activities and support handovers from project delivery teams.
Act as a technical point of contact for customers and internal stakeholders.
Maintain accurate documentation, knowledge base articles, troubleshooting guides, and system records.
Ensure all support activity is logged clearly and professionally within the ticketing system.
Continuously develop expertise across the Wildix and Puzzel platforms, keeping up to date with new features and product enhancements.

Skills, Knowledge & Expertise

What We're Looking For

Essential Skills & Experience

Experience in a 2nd Line Support, Unified Communications, VoIP, or Contact Centre support role.
Strong troubleshooting experience across telephony and communications platforms.
Knowledge of Wildix, or similar VoIP and Unified Communications solutions.
Experience supporting cloud-based Contact Centre platforms such as Puzzel or equivalent technologies.
Strong understanding of networking fundamentals, including:
- SIP
- RTP
- NAT
- Firewalls
- QoS
Experience supporting and administering customer environments.
Understanding of CRM integrations and APIs.
Windows and Linux troubleshooting experience.
Excellent analytical and problem‑solving skills.
Strong written and verbal communication skills.
Ability to communicate effectively with both technical and non-technical users.
Strong organisational skills with the ability to manage multiple priorities.
Customer-focused mindset with a passion for delivering exceptional service.
Eagerness to learn new technologies and develop technical expertise.