Telephony Support Engineer (2nd line)

Telephony Support Engineer (2nd line)

  • Location

    North West London, London

  • Sector:

    Telecoms, IT

  • Job type:


  • Salary:

    £28000.00 - £32000.00 per annum

  • Contact:

    Drew Derry

  • Contact email:


  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Start date:


  • Consultant:


Telephony Support Engineer (2nd line)
Salary: Up to £32,000 + Company Benefits (28 days holiday + Pension Scheme through Nest)
Location: North West London

We are recruiting for a Telephony / IT Engineer (2nd Line) to join a IT specialist who are going through a period of exponential growth right now. They act as a consultancy and support platform to the hospitality industry, mainly hotels, pub chains and dental practices. The ideal candidate will have extensive hosted telephony experience, a good understanding of VOIP/SIP and an understanding of Legacy technology systems.

*Dealing with new customers, provisioning and liaising with clients for setups
*Setting up mid-high-end telephony systems to be installed by a supplier
*Recommending to clients how to install the right system for their requirements
*Providing support for moves/changes/issues that are escalated from 1st line support.

Experience required:
*Knowledge of Telephone (hosted) systems - e.g. BT WHC / Gamma / Horizon (essential)
*Understanding of general knowledge of VOIP / SIP (essential)
*General PBX and traditional PSTN/ISDN technologies
*Knowledge of SIP/VoIP technologies
*Hosted Communications (Broadsoft/WHC/Horizon)
*Experience with CTI applications such as Go Integrator, IM & Presence, Reception Console, Call Analytics
*Experience with Call Centre setup and associated applications
*Ability to translate legacy systems into present day hosted solutions
*Ability to troubleshoot SIP/VoIP through PCAP tracing
*Knowledge to build and configure Hosted Communication systems (Provisioning)
*Cloud Infrastructure knowledge
*Knowledge of internet connectivity such as DSL, FTTC, G.FAST, FTTP, Ethernet
*General IT Network topologies and IP
*Familiar with Office 365 and Teams/Skype for Business
*Familiar with WLR
*Support/Helpdesk Experience with portals, ticketing systems, etc
*Strong analytical capabilities
*Excellent communication skills (written and verbal)
*Have a strong and confident personality

If you are interested in this role, can recommend anyone, or require further information please do not hesitate to contact Drew Derry on 01932 83 7792 or via email on