Second Line Technical Support Engineer

4 weeks ago

Dublin, Dublin City, Ireland IP Telecom Ltd Full time
Job OverviewIP Telecom, Ireland's leading innovative communications provider, is seeking a Second-Line Technical Support Engineer to join our growing Technical Support Team. In this role, you will provide advanced technical assistance to customers, partners, and internal teams, troubleshooting complex issues related to IP Telecom products, VoIP services, and broadband technologies. As a Second-Line Technical Support Engineer, you will leverage your expertise in IP Telephony, broadband technologies, and networking fundamentals to diagnose and resolve escalated issues efficiently. Your role will involve analysing network traffic, identifying root causes, and providing technical guidance to First-Line Engineers while escalating more complex cases to the appropriate teams when necessary.Responsibilities of the Second Line Technical Support Engineer will include:

● Assist customers and First-Line Technical Support Engineers in diagnosing, troubleshooting, and resolving issues, ensuring efficient problem resolution.

● Review First-Line Technical Support tickets to identify areas for improvement and ensure adherence to best practices.

● Provide constructive feedback and targeted training through documentation, workshops, and coaching to enhance team members' confidence, skills, and product knowledge.

● Handle overflow calls and tickets from First-Line Technical Support as required.

● Perform in-depth issue analysis to support engineers and provide feedback and reports to Escalation Engineers on common issues and trends.

● Act as the link between First-Line Technical Support and Escalation Engineers.

● Be available to travel to customers' premises when required.

● Continuously improve technical processes and documentation, streamlining workflows to enhance efficiency.

● Assist in new product development, performing tests alongside First-Line Support and gathering detailed feedback.

● Provide technical support for routers, switches, and firewalls.

Technical Requirements:

● Basic knowledge of the SIP protocol and IP networking tracing tools (e.g., Wireshark).

● Experience diagnosing and troubleshooting issues with VoIP phones (Yealink, Cisco, Poly, Snom).

● Networking knowledge, including IP addressing, subnetting, DHCP, and DNS, at CCNA or CompTIA Network+ level (preferred)

● Basic understanding of network routing and switching, including PoE and managed switches.

● Basic knowledge of firewall configuration, specifically in relation to VoIP.

● Ability to troubleshoot broadband connectivity issues and log faults with service providers.

● Basic understanding of NAT, VPN, and network tunnelling.

● Basic scripting skills in a language such as Python, Bash, or Perl.

● Familiarity with Linux, Google Apps, Windows OS, and Microsoft Office products.

● Experience with remote management software, such as TeamViewer.

● Familiarity with SSH/Telnet and tools such as PuTTY.

● Knowledge of telephony systems, including PBX (Private Branch Exchange), SIP trunking, and call routing configurations.

● Proficiency in documenting technical procedures, troubleshooting steps, and solutions.

Personal Attributes

● Excellent attention to detail and problem-solving skills.

● Strong ability to work in teams.

● Must be self-motivated and capable of working on own initiative.

● Strong interpersonal skills with a professional and flexible approach to work.

● A good listener and communicator and flexible in approach.

● Basic coaching and mentoring skills.

● Strong aptitude for learning new technologies and understanding how to utilise them in a customer-facing environment.

● Ability to follow instructions and collaborate with others.

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