1st and 2nd line support - PSTN, ISDN, SIP

Yoh, A Day & Zimmermann Company
£20,000 per annum
04 Aug 2017
31 Aug 2017
Contract Type
Full Time

1st and 2nd line Support Engineer - PSTN, ISDN, SIP

Based in Birmingham

Up to £22K + pension + life insurance + 20 days holiday

This opportunity is for a solutions provider who covers solutions in telecoms, networking and IT.

This role is to support and assist the Network Service Division. You must have experience on the voice networks side rather than data networks.

Role includes:

  • 1st and 2nd line technical support, answering support queries via phone and email
  • Record and forward queries that cannot be resolved to 3rd line support teams
  • Determining the nature of faults and the steps required to rectify it
  • Creating and maintaining customer profiles within Service Desk Tools for users
  • Closing the job when normal service is resumed
  • Using remote control software tools to provide fault resolution and diagnosis
  • Assisting and supporting for Line Orders for clients and Sales Team
  • Assisting and Supporting Network Services Department on Billing Systems and Queries

Skills required:

  • You must have experience with PSTN, ISDN and SIP line faults
  • You must have experience with broadband faults
  • If you have worked for an internet service provider that would be advantageous
  • The use and understanding of working with BT Wholesale, Strategic Imperatives and Gamma from a partner and supplier level and the use of partner portals for provisioning and reporting line faults
  • Knowledge and experience of Mobile Devices for processing SIM Swaps and changing data packages
  • Good understanding of data flow billing platform would be an advantage
  • Experience troubleshooting and resolving client queries
  • Investigate, diagnose and fix where appropriate
  • Forward specialist technical support issues to the appropriate team
  • A strong methodological and structured approach to problem solving skills
  • Ability to remain calm under pressure