Hybrid 2nd Line UC & VoIP Engineer – Manchester

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

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

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