Technical Support (Telecoms) - 2nd Line

Radius; Crewe; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

Radius is seeking a skilled 2nd Line Support Engineer to join our Customer Service & Operations team in Crewe. You will handle escalated issues, troubleshoot complex problems, and provide expert guidance to clients and internal teams.

The role focuses on VoIP systems, Microsoft products, and network troubleshooting, with opportunities to work with Wildix, Zoom, Five9, and other phone platforms. Emphasis on clear communication and proactive problem solving.

Qualifications

• Proven experience in a 2nd Line Support or similar technical support role.
• Strong troubleshooting skills across systems and networks.
• Confident working with VoIP phone systems, Microsoft products and basic networking.
• Clear communicator with a methodical and logical approach.
• Comfortable dealing with clients directly and explaining technical solutions simply.
• Experience with one or more of the listed phone systems (Wildix, Zoom, Five9, Microsoft Teams, 3CX, Avaya).
• Desirable certifications (CCNA, Microsoft Certifications, CompTIA Network+).

Responsibilities

• Manage tickets escalated from 1st Line Support, ensuring timely and thorough resolution.
• Troubleshoot and resolve moderately complex issues, including software configuration faults, phone system outages and network disruptions.
• Work with vendors and third-party providers to drive issue resolution.
• Log accurate and detailed notes, including troubleshooting steps and resolutions.
• Spot patterns across incidents and contribute to root cause analysis efforts.
• Provide guidance and knowledge-sharing to 1st Line Support to reduce recurring issues.
• Support urgent or business-critical escalations, coordinating with 3rd Line Support as needed.
• Offer technical advice to clients on system improvements and optimisation opportunities.

Education

Cisco CCNA (Routing & Switching or Collaboration)

Microsoft Certifications

CompTIA Network+ or equivalent telecom qualifications

Tools

Wildix

Zoom

Five9

Microsoft Teams

3CX

Avaya

Job description

• Department: Customer Service & Operations

Company Description

We’re an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity, and technology solutions. We support our customers with a range of products and services to meet their needs.

Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we’re committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.

This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.

Job Description

We’re looking for a skilled and customer-focused 2nd Line Support Engineer to join our growing team. This role is key in handling technical issues escalated from 1st Line Support, resolving more complex problems and supporting both our clients and internal teams with expert advice and troubleshooting.

• Manage tickets escalated from 1st Line Support, ensuring timely and thorough resolution
• Troubleshoot and resolve moderately complex issues, including software configuration faults, phone system outages and network disruptions
• Work with vendors and third-party providers to drive issue resolution
• Log accurate and detailed notes, including troubleshooting steps and resolutions
• Spot patterns across incidents and contribute to root cause analysis efforts
• Provide guidance and knowledge-sharing to 1st Line Support to reduce recurring issues
• Support urgent or business-critical escalations, working with 3rd Line Support where necessary
• Offer technical advice to clients on system improvements and optimisation opportunities

Qualifications

Skills & Experience

• Proven experience in a 2nd Line Support or similar technical support role
• Strong troubleshooting skills across a range of systems and networks
• Confident working with VoIP phone systems, Microsoft products and basic networking
• Clear communicator with a methodical and logical approach
• Comfortable dealing with clients directly and explaining technical solutions in simple terms
• Experience with one or more of the following phone systems would be beneficial, with strong knowledge of Wildix considered a particular advantage, though none are essential:
• Wildix
• Zoom
• Five9
• Microsoft Teams
• 3CX
• Avaya

Desirable Qualifications (not essential)

• Cisco CCNA (Routing & Switching or Collaboration)
• Microsoft Certifications
• CompTIA Network+ or other telecom-related qualifications

Additional Information

Diversity, Equality & Inclusion at Radius

Our global DEI networks champion LGBTQ+ inclusion, cultural diversity, women’s empowerment and mental health, neurodiversity and disability support.

We also offer:

• Global Female Health Policy & Female Health Champions
• Pregnancy Loss and Fertility Treatment Policies
• Endometriosis Friendly Employer (UK)
• Mental Health First Aiders
• Disability Confident Committed Employer (Level 1)
• Race at Work Charter signatory
• Proud sponsor of Crewe Pride (5years running) and Cheshire Pride Awards Corporate Supporter 2025
• Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge.
• Give as you earn scheme (payroll giving) and match funding

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

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