2nd Line VoIP / Network Engineer

Job Title: 2nd Line VoIP / Network Engineer

Location: Bridgend, Wales

Salary: £26,000 – £30,000 per annum

Job Type: Full-time, Permanent

Working Hours: Mon – Fri 09:00 to 17:30

About Flotek Group:

Flotek Group is the fastest-growing tech company in the Southwest, delivering IT and communication technology to small and medium businesses. With regional sales and support hubs across the South West, we are committed to our core values and principles, ensuring every product and service is provided with expertise, passion, and dedication.

Role Overview:

We are seeking a skilled and enthusiastic 2nd Line VoIP Engineer with experience in the ICT sector, particularly in VoIP/SIP and IP networks. The successful candidate will handle inbound technical support calls, resolve and triage issues, and, when necessary, escalate them to the engineering team. This role may also involve visiting customer sites for on-site support.

Key Responsibilities:

• Handle inbound calls from customers requiring technical support for VoIP systems.
• Troubleshoot and resolve VoIP, SIP, and network-related issues remotely via phone and email. If unable to resolve at first contact, triage the incident/request and escalate to senior team members.
• Investigate and monitor telecoms, Wi-Fi, and network issues, ensuring resolution within SLAs.
• Communicate clearly with end-users, colleagues, and management to resolve issues promptly and ensure customer satisfaction, updating all open cases with relevant information.
• Visit customer sites to diagnose and repair VoIP services as needed.
• Deliver first-class customer service at all times.

About you:

Required Experience and Skills:

• Technical Expertise: Proven knowledge and experience with VoIP technologies, SIP messaging, call flows, and packet capture analysis.
• Networking Skills: Strong understanding of IP networks, TCP/IP, and troubleshooting network-related issues.
• Customer Service: Demonstrated experience in a customer-facing role with excellent verbal and written communication skills.
• IP PBX Systems: Familiarity with IP PBX systems and their configuration.
• Problem-Solving: Ability to troubleshoot and resolve complex technical issues efficiently.
• Team Collaboration: Ability to work effectively within a team and escalate issues when necessary.
• Driving Licence: A full UK driving licence is required.

Preferred Qualifications:

• Certifications in relevant technologies (e.g., CompTIA Network+, CCNA)
• Experience with specific VoIP platforms (e.g., Asterisk, Hosted Cloud Telephony)
• Familiarity with network monitoring tools and software

Remuneration and Benefits:

• Salary up to £30,000 per annum.
• Staff Share Equity Scheme.
• New customer referral incentive.
• 21 days holiday, increasing to 25 days after 4 years of service (plus bank holidays).

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: 2^nd Line IT Support, 2^nd Line IT Engineer, Voice Engineer, Telephony Engineer, 3rd Line Support Engineer, IT Support Analyst, It Network Engineer, IT Technical Support, IT Systems Engineer, IT Systems Technician, Senior IT Engineer, Systems Administrator, Systems Support, 2^nd Line IT Support Engineer, Senior Network Support, Server Support Technician, Senior IT Service Desk Technician, VOIP Engineer, VOIP Support may also be considered for this role.