About this role
Salary: £35,000 - 35,000 per year
Requirements
- At least 2 years of proven experience and strong working knowledge of SIP, RTP, other VoIP protocols, and configuration and troubleshooting of cloud-hosted telephony systems.
- Logical troubleshooting and problem-solving skills in VoIP environments, with a good understanding of telephony concepts such as IVR, ACD, and CTI.
- Technical expertise configuring and troubleshooting products from Cisco, Yealink, Grandstream, and Poly.
- Ability to communicate effectively at all levels, with excellent oral and written communication and clear, concise documentation skills.
- Industry-recognised certifications such as SSCA and CompTIA Network are an advantage.
- An enthusiastic team player who can work independently and collaboratively in a fast-paced environment.
- An innovative approach to configuring and troubleshooting telephony solutions for complex scenarios while working within best-practice and security guidelines.
- A commitment to continual learning, including the ability to understand detailed technical information, challenge appropriately, learn quickly, and grow beyond the original scope of the role.
- A methodical, analytical approach to problem-solving, meticulous attention to detail, and a strong focus on quality.
Responsibilities
- Provide second-line support and diagnostics for the Evonex platform and products, handling escalations from the first-line helpdesk and ensuring agreed SLAs are met.
- Support provisioning by assisting partners with orders and configurations, including product portfolio, license, handset, and application requirements.
- Support partner onboarding in collaboration with the BDM team and communicate with new partners.
- Liaise with clients and colleagues by phone, email, messaging, and ticketing systems.
- Analyse and interpret SIP call traces using VoIP tools to troubleshoot reported issues.
- Record comprehensive diagnostic and resolution notes in the appropriate business systems and documentation libraries.
- Configure handsets, manage bespoke provisioning templates, and deploy firmware.
- Work with the Product Manager to produce training and educational materials demonstrating best practices for setup and configuration.
- Functionally test new platform, device, and software features before release, report findings to operational and development teams, and assist with documentation.
- Handle technical faults and configuration queries about VoIP hardware, software, and connectivity escalated from first-line support, advising and providing resolutions to technical and non-technical customers.
- Deliver customer-focused support through excellent verbal and written communication via phone, email, and ticketing systems to SCG Wholesale cloud-hosted telephony partners and SCG Direct and SCG Indirect business units.
Technologies
- Cloud
- Cisco
- Firmware
- Hardware
- Support
- Mobile
- Network
- Product Manager
- Security
More
We are looking for someone to join our Myphones team. We offer 21 days of annual leave, increasing to 22 days after three years and 25 days after five years, a birthday day off, a buy-holiday scheme, career development and progression opportunities, an employee assistance programme, enhanced company sick pay, discounted retail vouchers, reduced gym membership, an SCG mobile benefit, an employee referral bonus, annual salary reviews, a pension scheme, an onsite canteen offering free croissants and freshly made soup daily, free onsite parking, and charity events. We are proud to be an equal opportunities employer, welcome applications from all parts of the community, and are committed to upholding the principles of the Equality Act 2010. We support applicants with disabilities and will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
last updated 45 week of 2026