Premium Cloud Telephony Engineer

Onecom; Whiteley; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Holidays 25 days + BHs

Birthday off & flexible hours

Pension contribution 9%

Employee awards

Company events

In-house training

Wellbeing support

Job summary

Onecom is seeking a Premium Technical T1 Engineer to join our Whiteley team. Based office-based, you will support our cloud-based IP telephony customers, handling change requests, troubleshooting issues, and coordinating with senior engineers and partners for deeper support.

The role emphasises incident monitoring, clear customer communication, and contributing to implementation projects. A background in cloud telephony, IP networking and strong communication is desirable.

Qualifications

• Experience in a technical role is desirable.
• Knowledge of cloud-based telephony solutions.
• Knowledge of IP Protocols, Networking including LAN, WAN, switches and SIP.
• Excellent communication and organisational skills.
• Strong IT skills and problem solving abilities.
• Outstanding attention to detail and accuracy.
• Logical and structured approach to work.
• Positive can-do attitude and customer focus.
• Ability to prioritise under pressure.
• Ability to explain technical issues to non-technical people.

Responsibilities

• Monitor incidents to ensure actions meet SLA.
• Update customers on progress via phone, email or portal.
• Coordinate with third party suppliers on support calls and updates.
• Troubleshoot incidents and determine root cause to resolve.
• Carry out updates and changes on cloud voice platforms at customer request.
• Assist with internal/external project reporting and administration.
• Join major incident calls providing technical updates as needed.
• Maintain clear, up-to-date information in tickets.
• Update customer documentation when required.

Skills

Cloud telephony

IP networking

Communication

Problem solving

Attention to detail

Time management

Customer focus

Ability to explain tech

Job description

Onecom is seeking a Premium Technical T1 Engineer to join our Whiteley team. Based office-based, you will support our cloud-based IP telephony customers, handling change requests, troubleshooting issues, and coordinating with senior engineers and partners for deeper support.

The role emphasises incident monitoring, clear customer communication, and contributing to implementation projects. A background in cloud telephony, IP networking and strong communication is desirable.