Technical Engineer - Premium

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

Join our Team as a Technical Engineer - Premium!

Location: Whiteley (Office Based)

Salary: £26,500 per annum

Hours: Monday to Friday - Shift based between 07:30 - 17:30

About the role:

The Premium Technical T1 Engineer is a key point of contact for our converged customers with cloud-based IP telephony solutions. The Technical Engineer is responsible for undertaking technical change requests, troubleshooting and resolving simple to medium complexity technical issues. The Technical Engineer liaises with principal engineers and partners who provide more in-depth technical support, where required.

What makes you a great fit:

• Experience working in a relevant technical role (desirable)
• Working knowledge of cloud based telephony solutions
• Knowledge of IP Protocols, Networking including LAN, WAN, switches and routes and SIP
• Excellent communication skills with effective organisational skills is a must
• Strong IT skills
• Excellent problem solving and analytical skills
• Outstanding attention to detail and accuracy
• Logical and structured approach to work
• A positive "can-do" attitude
• Customer focused and passionate about service
• Strong decision-making skills
• Able to work with minimum supervision and maintain high level of motivation and productivity
• Able to manage workload and prioritise based on business requirements while under pressure.
• Able to communicate technical issues and resolutions to people of varying technical levels

Key responsibilities:

• Monitor incidents to ensure that the appropriate action is being taken to meet SLA
• Update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information
• Contact third party suppliers to log support calls, get updates on open support calls or request technical support
• Use technical skills to assess and troubleshoot incidents, determining where the issues lie, and then working to resolve these issues
• Use technical skills to carry out updates and changes requested by our customers on our cloud voice platforms
• Assist in internal and external customer report generation
• Assist with ad hoc tasks relating to implementation projects, support projects or support administration
• Join major incident calls with customers and SDM providing technical updates where required
• Regularly update open tickets in our incident management platform with up to date and clear information
• Update customer specific documentation where required

Perks for our People:

• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Socials: All-expenses-paid company events
• Development: In-House Training Academy
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our values:

We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.