Second Line Technical Support Engineer
6 days ago
● 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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