Senior Service Desk Engineer Telephony - B4B Group

Key Responsibilities

• Provide 2nd‑line support for telephony and unified communications platforms, resolving incidents remotely and ensuring minimal downtime.
• Diagnose and troubleshoot VoIP, Cisco Unified Communications, and Microsoft Teams issues, escalating to senior engineers when required.
• Maintain user accounts, permissions, and device configurations in Active Directory and SCCM.
• Log, track, and manage incidents and service requests using the ticketing system, adhering to SLA targets.
• Collaborate with telecom providers and internal engineering teams to implement fixes and service improvements.
• Document solutions, create knowledge‑base articles, and contribute to continuous improvement of support processes.

Requirements

• 5+ years experience in 2nd‑line telephony support or similar role.
• Strong knowledge of VoIP technologies, Cisco Unified Communications, and Microsoft Teams.
• Proficiency with Active Directory, SCCM, and ticketing platforms (e.g., ServiceNow, JIRA).
• Excellent problem‑solving, communication, and customer‑service skills.
• Ability to work independently and as part of a collaborative team in a fast‑paced environment.