VoIP Support Engineer

About the job

Company Description

We are the UK’s #1 independent provider of voice, connectivity, mobile, phone system and cloud services.

We help c. 84,000 direct customers – businesses of all sizes and across almost every sector – connect better with their customers, suppliers and teams.

We combine straightforward solutions, including fibre broadband, mobile tariffs and phone systems, with friendly, helpful people to support businesses with their communications needs, now and as they grow. As an independent provider, we work with all of the major telecommunications networks and suppliers, meaning we’ll always get the best deal in the market for our customers.

Job Description

Daisy Communications Incident Management Team are looking to provide dedicated support for our VoIP solutions and to deliver an exceptional level of service to these customers.

To provide technical support for customers and Daisy field engineering team with technical issues on all VoIP and Hosted solutions, dealing and assisting with underlying connectivity issues that are a result of the VoIP solutions. The role will also require the ability to fault find on customer networks and assist in other areas of VoIP communications.

Location: Nelson or Prudhoe with Hybrid working (2 days office/3 WFH)

Salary: Up to £26,000 DOE

Working Hours: Monday to Friday 8:30/9:00 - 17:00/17:30

Responsibilities

• Provisioning and supporting with new site installs.
• Technical Support for both installation engineers, partners and customers.
• Technical validation feedback to project teams on new installations and changes in solutions.
• Own and resolve underlying connectivity issues via own knowledge and the support of network engineering teams.
• Resolving customer problems both directly from customers and through technical escalation.
• Implementing fixes and solutions where appropriate, either via discussing directly with the customer, via email, via remote access or onsite.
• To assist other Technical staff and engineers involved in projects, and to work with management in the assignment of technical tasks where required.
• To provide a ‘right first time’ level of service which ensures customer needs and expectations are met.

Qualifications

• Demonstrate an ability to work within a fast-paced environment showing dedication and ownership.
• Previous experience within a telecommunications-based company or role that has worked on VoIP solutions.
• Demonstrate an ability to understand, analyse and interpret data.
• A ‘can do’ attitude with a flexible approach to work.
• Possess excellent telephone manner.
• Competent with all Microsoft packages as a desirable.

Additional Information

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort.

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

We have been voted by Best Companies as the UK's 4th best Telecoms company and we are in the UK's top 75 Best Large Companies to work for in 2022.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married
• Auto enrolment following probation into a salary pension scheme
• Access to exclusive offers on a range of Daisy products