remote
Senior Service Desk Engineer Telephony - B4B Group
Software Engineer
Senior Service Desk Engineer delivering 2nd‑line telephony support, troubleshooting VoIP and unified communications issues, and escalating complex problems while ensuring high‑quality service for enterprise customers.
About the role
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.
Skills
voipactive directory