• Location: London, England
  • Date Posted: 25th Feb, 2020
  • Reference: 250220

Support Technician - VoIP/Telephony Specialist

Salary - Up to £37,000

Location - Central London

Key skills:

A Support Technician should have some experience working on a Support Desk and have a technical IT and Voice background with strong attention to detail and ability to work to the highest standards and backed up by excellent customer support skills.

  • Experience in working in support environment and excellent skills and experience utilising key support tool-sets such as alarm and ticket systems.

  • Skills and knowledge of IP networks

  • An understanding of VoIP

  • Knowledge of

  • SIP school certification or studying towards it

  • Experience working with monitoring

  • Experience in speaking and writing to customers in a technical support role

  • 1:1 or 2:1 university degree

Role Responsibilities:

  • Respond to all alarms and alerts within SLA from the various monitoring systems.

  • Follow the necessary steps to validate and resolve the alarm or assign to an appropriate next level engineer.

  • Carrying out level 1 support tasks and responding to customers by phone or ticket.

  • Answering calls that come into the support desk from customers and vendors

  • Become the knowledge expert for the monitoring systems and for implementing and improving how the monitoring is configured and managed.

  • Identify & document improvements for alarms for internal knowledge base

  • Ensure SLA of tickets are met.

  • Ensure tickets are re-assigned when the assigned engineer is unavailable to respond.

  • Carrying out level 1 support tasks and responding to customers by phone or ticket.


  • Set working hours between 8am-4.30pm, no shift work!

  • 21 days holiday, increasing yearly

  • Life insurance x4 salary

  • Private medical and dental

  • Annual company kick offs

Interested? Apply now directly, send me your CV to r.pringle1@nigelfrank.com or call 0191 594 9718 to find out more and to be immediately shortlisted!