2nd Line VoIP Support Engineer – Telephony & SIP

SCG Connected; Basingstoke; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Birthday Day Off

Pension Scheme

Onsite Canteen

Free On-Site Parking

Annual Salary Reviews

Job summary

SCG is seeking a 2nd line support specialist to handle VoIP faults and configuration queries for Evonex platform and related products. You will provide diagnostics, provisioning support, and partner onboarding while maintaining high SLAs and quality communications.

Engage with customers across phone, email, and ticket systems, documenting issues clearly and contributing to training materials with the Product Manager. A dynamic, collaborative team environment awaits.

Qualifications

• 2+ years of SIP/RTP/VoIP experience with cloud hosted telephony.
• Strong troubleshooting and problem-solving in VoIP environments.
• Experience configuring vendor devices (Cisco, Yealink, Grandstream, Poly).
• Excellent written and verbal communication; documentation skills.
• Certs like SSCA or CompTIA Network+ are a plus.
• Team player in a fast-paced environment; eager to learn.

Responsibilities

• Provide 2nd Line support and diagnostics of the Evonex platform and products, handling escalations from the 1st line helpdesk.
• Provisioning support, assisting partners with orders and configurations; understand product portfolio, licenses, handsets, apps.
• Onboard new partners in collaboration with the BDM team and communicate with them.
• Liaise with clients and colleagues via phone, email, messaging, or tickets.
• Analyze SIP call traces using VOIP tools to troubleshoot reported issues.
• Record comprehensive diagnostic and resolution notes in business systems.
• Configure handsets including provisioning templates and firmware deployment.
• Work with Product Manager to produce training materials and best-practice guides.
• Perform functional testing of new platform features and report findings.

Skills

SIP/VoIP

RTP

VoIP troubleshooting

Communication

Documentation

Tools

Evonex platform

VOIP tools

Cisco gear

Yealink devices

Poly devices

Job description

SCG is seeking a 2nd line support specialist to handle VoIP faults and configuration queries for Evonex platform and related products. You will provide diagnostics, provisioning support, and partner onboarding while maintaining high SLAs and quality communications.

Engage with customers across phone, email, and ticket systems, documenting issues clearly and contributing to training materials with the Product Manager. A dynamic, collaborative team environment awaits.