Telecoms 2nd Line Support Engineer

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

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.