Hybrid 2nd Line UC Engineer – Wildix & Puzzel

Focus Group; Salford; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Holiday Allowance - 24 days + bank

Hybrid working options

Job summary

Focus Group, via Make Contact, is recruiting a 2nd Line Support Engineer in Manchester to join the Technical Operations team. You will resolve complex technical issues and act as escalation for the 1st Line team, supporting Wildix and Puzzel environments for a diverse customer base.

The role emphasises troubleshooting across VoIP and UC platforms, with exposure to CRM integrations and API connections, while collaborating with vendors and project delivery teams.

Qualifications

• Experience in a 2nd Line Support role or similar.
• Experience with Unified Communications/VoIP environments.
• Knowledge of Wildix or similar UC platforms and Puzzel Contact Centre.

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, and contact centre workflows.
• Perform root cause analysis and implement permanent resolutions where possible.
• Escalate complex issues to 3rd line teams or vendors when required.
• Support system maintenance, upgrades, and configurations.
• Maintain accurate documentation and knowledge base articles.

Skills

2nd Line Support

Unified Communications

VoIP

Troubleshooting

Networking fundamentals

CRM integrations

Windows troubleshooting

Linux troubleshooting

Communication skills

Documentation

Tools

Wildix

Puzzel

Salesforce

Microsoft Dynamics

Job description

Focus Group, via Make Contact, is recruiting a 2nd Line Support Engineer in Manchester to join the Technical Operations team. You will resolve complex technical issues and act as escalation for the 1st Line team, supporting Wildix and Puzzel environments for a diverse customer base.

The role emphasises troubleshooting across VoIP and UC platforms, with exposure to CRM integrations and API connections, while collaborating with vendors and project delivery teams.