Technical Support Engineer

SCG Connected; Town of Bolton (NY); On-site; USD 40,000 - 46,000; Full time

Benefits offered by this job

22 Days Holiday – increasing to 23, 24

Buy Holiday Scheme

Career Development and Progression

Employee Assistance Programme

Enhanced Company Sick Pay

Discounted Retail Vouchers

Reduced Gym Membership

Cycle to Work Scheme

SCG Mobile Benefit

Employee Referral Bonus

Annual Salary Reviews

Pension Scheme

Free On-Site Parking

Charity Events

Job summary

SCG Connected is seeking a Technical Support Engineer in Bolton to join our VoIP team. You will troubleshoot SIP trunks, call quality, and connectivity while supporting customers with installation and configuration of VoIP hardware and software.

The role requires 1–2 years in IT or broadband technical support, solid networking knowledge (TCP/IP, DNS, DHCP), and excellent communication. Desirable certifications include CompTIA A+, CCNA, Network+ and experience with 3CX and Wireshark.

Qualifications

• 1–2 years in IT or broadband technical support.
• Strong networking fundamentals: TCP/IP, DNS, DHCP.
• Excellent communication and customer service skills.
• Willingness to learn VoIP technologies.

Responsibilities

• Provide technical support for VoIP systems, troubleshooting SIP trunks and call quality.
• Configure and maintain VoIP infrastructure, including IP phones and gateways.
• Respond to and manage support tickets with timely resolutions.
• Assist customers with installation and troubleshooting of VoIP hardware and software.
• Identify and diagnose network issues affecting VoIP services.
• Collaborate with internal teams on complex issues.
• Document solutions and best practices for internal and customer use.
• Stay updated on VoIP trends and security protocols.

Skills

Networking fundamentals

Customer service

Problem solving

Tools

3CX

Wireshark

Ping

Traceroute

Job description

Technical Support Engineer

Location: Bolton

Salary: £30,000 – £35,000

We are a leading provider of VoIP and cloud-based communication solutions, helping businesses streamline their operations with cutting-edge technology. As we continue to grow, we are looking for an enthusiastic and knowledgeable Technical Support Engineer to join our Voice over IP team. This is an excellent opportunity for someone with previous experience in IT or Broadband support who is keen to specialise in SIP and VoIP technologies.

Key Responsibilities

• Provide technical support for VoIP systems, including troubleshooting and resolving customer issues related to SIP trunks, call quality, and connectivity.
• Configure, monitor, and maintain VoIP infrastructure, including IP phones, PBX systems, and gateways.
• Respond to and manage support tickets, ensuring timely resolution and excellent customer service.
• Assist customers with the installation, configuration, and troubleshooting of VoIP hardware and software.
• Identify and diagnose network-related issues affecting VoIP services.
• Collaborate with internal teams to elevate complex issues when necessary.
• Document solutions, procedures, and best practices for internal use and customer support.
• Stay updated on the latest VoIP trends, technologies, and security protocols.

Requirements

• Previous experience in IT or Broadband technical support (minimum 1-2 years).
• Strong understanding of networking fundamentals, including TCP/IP, DNS, and DHCP.
• Ability to troubleshoot and resolve network and connectivity issues.
• Excellent communication and customer service skills.
• Strong problem-solving abilities and attention to detail.
• Willingness to learn and develop expertise in VoIP technologies.

Desirable Skills

• Technical Certifications – Comptia A+, CCNA, Network+ and related
• Experience with provisioning or supporting 3CX
• Experience with network monitoring and diagnostic tools (Wireshark, ping, traceroute).
• Knowledge of firewalls and NAT.
• Familiarity with cloud-based services.

Benefits

• 22 Days Holiday – increasing to 23 days after 3 years, 24 days after 4 years and 25 days after 5 years
• Buy Holiday Scheme
• Career Development and Progression Opportunities
• Employee Assistance Programme
• Enhanced Company Sick Pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• Cycle to Work Scheme
• SCG Mobile Benefit
• Employee Referral Bonus
• Annual Salary Reviews
• Pension Scheme
• Free On-Site Parking
• Charity Events

SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.