2nd Line UC Engineer – VoIP & CC Solutions (Hybrid)

Focus Group; Pendlebury; Hybride; GBP 30 000 - 35 000; Plein temps

Avantages offerts par ce poste

Holiday allowance

Hybrid working

Parental leave

Volunteer day

Benefits package

Résumé du poste

Focus Group, Manchester-based, is seeking a skilled 2nd Line Support Engineer to join Make Contact, part of the Focus Group family. This permanent, hybrid role (3 days in Manchester office) delivers advanced UC/VoIP support for Wildix and Puzzel platforms, resolving complex incidents and collaborating with project teams.

You will maintain documentation, support customer environments, and continuously develop expertise across the Wildix and Puzzel platforms while delivering exceptional service to

Qualifications

• Experience in a 2nd Line Support or UC/VoIP role.
• Strong troubleshooting across telephony and UC platforms.
• Knowledge of Wildix or similar VoIP solutions.
• Experience supporting cloud-based Contact Centre platforms such as Puzzel.
• Solid networking fundamentals: SIP, RTP, NAT, firewalls, QoS.
• Experience administering customer environments and CRM integrations.
• Windows and Linux troubleshooting.
• Excellent communication and problem-solving skills.

Responsabilités

• 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.

Connaissances

2nd Line Support

VoIP

Unified Communications

Wildix

Puzzel

Networking Basics

CRM Integrations

Windows Troubleshooting

Linux Troubleshooting

Customer Service

Documentation

Communication

Outils

Wildix

Puzzel

Salesforce

Microsoft Dynamics

Description du poste

Focus Group, Manchester-based, is seeking a skilled 2nd Line Support Engineer to join Make Contact, part of the Focus Group family. This permanent, hybrid role (3 days in Manchester office) delivers advanced UC/VoIP support for Wildix and Puzzel platforms, resolving complex incidents and collaborating with project teams.

You will maintain documentation, support customer environments, and continuously develop expertise across the Wildix and Puzzel platforms while delivering exceptional service to