Technical Support Specialist - VoIP

Nemo Resourcing; Reading; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Nemo Resourcing is seeking a Technical Support Specialist - VoIP for a hybrid role in Reading. You will join a close-knit team of engineers focused on SIP and VoIP support for existing and new customers.

The role emphasizes resolving escalated faults by phone or email, with occasional on-site visits and out-of-hours support. You will work across networks, data centres and back-office systems to keep services stable and performant.

Qualifications

• VoIP service support experience.
• SIP signalling expertise is essential.
• RTP troubleshooting experience.
• Strong TCP/IP networking knowledge and tracing.
• Experience with Wireshark or Cisco Packet Tracer.
• Excellent network and telecoms troubleshooting skills.
• Beneficial experience with Cisco network hardware.

Responsibilities

• Handle escalated VoIP faults by phone/email, occasionally in person.
• Assist Client Support and contribute technical sales support.
• Support back-office systems.
• Perform hardware and software upgrades, including data centres.
• Monitor network health and manage faults and failover plans.
• Diagnose routing, QoS and interconnect issues using SIP and packet tracing.
• Participate in on-call rota for after-hours support and incidents.

Skills

VoIP

SIP signalling

RTP troubleshooting

TCP/IP networking

Wireshark

Cisco Packet Tracer

Tools

Wireshark

Cisco Packet Tracer

Job description

This is an exciting and rarely available role with a long-standing customer of ours who operates in a really interesting niche and have helped shape their market for decades.

You'll be joining a small, close-knit team of talented engineers who operate across a range of technical areas and each brings an area of specialism to the business. The area of specialism we require in this particular role is VoIP, and specifically SIP.

The role is focused on supporting existing and new customers who are experiencing issues with their VoIP services. Our client has a tremendous track record in that market and is also innovating with new products that will give you an opportunity to broaden your horizons.

This is a hybrid role, with 2 or 3 days per week in the office. There is occasional travel to other sites (e.g. data centres) and some (usually fairly light) duties on an out-of-hours rota.

Technical Support Specialist - VoIP - responsibilities

• Helping clients with escalated faults - mostly by phone/email, occasionally in person
• Providing help to the Client Support team and contributing technical sales support
• Helping to support back office systems
• Performing hardware & software upgrades - including at data centre locations
• Monitoring the health of the network, managing faults and failover plans
• Diagnosing routing, quality and interconnect issues using SIP signalling, packet tracing etc
• Participate in rota for out-of-hours support and critical incidents

Technical Support Specialist - VoIP - requirements

• Experience supporting VoIP services
• Strong experience of SIP signalling (essential!)
• RTP troubleshooting experience
• Good TCP/IP network knowledge including diagnostic tracing
• Experience of tools like Wireshark or Cisco Packet Tracer
• Excellent troubleshooting skills - particularly around networks & telecoms
• Strong experience with Cisco network hardware would be beneficial.

This is a fantastic place to work (we've placed over a dozen people here and the feedback is amazing). The environment is highly supportive and collaborative, with a focus on helping people meet their aspirations and the whole team is very passionate about what they do.