2nd Line Support Engineer

Role overview

Key responsibilities

• Provide 2nd line support and resolve complex escalated incidents across Wildix and Puzzel solutions.
• Troubleshoot VoIP, call routing, IVR, contact centre workflows, reporting, and user administration.
• Conduct root cause analysis; escalate complex issues to 3rd line teams or vendors when needed.
• Support maintenance, upgrades, patching, configuration changes, and customer environment monitoring.
• Assist with onboarding and project handovers; act as a technical contact for customers and internal teams.
• Maintain documentation and system records, log support activity, and develop platform expertise.

Essential skills and experience

• Experience in 2nd Line Support, Unified Communications, VoIP, or Contact Centre support.
• Strong telephony and communications troubleshooting; knowledge of Wildix or similar solutions and Puzzel or equivalent cloud contact centre platforms.
• Networking fundamentals including SIP, RTP, NAT, firewalls, and QoS.
• Experience administering customer environments; understanding of CRM integrations and APIs.
• Windows and Linux troubleshooting experience.
• Analytical and problem-solving ability, strong written and verbal communication, organisation, customer focus, and willingness to learn.

Desirable skills and certifications

• Desirable: Wildix platform support, Puzzel Contact Centre, Salesforce or Microsoft Dynamics and other CRM integrations.
• Desirable: Managed Services or Telecommunications experience, project delivery or onboarding exposure, and knowledge management or documentation familiarity.
• Wildix Technical Certification or Puzzel Partner or Specialist Certification, or willingness to achieve one.

Compensation

• Salary is £30,000–£35,000 per year, dependent on experience.

Workplace

• Hybrid working, with three days a week in the Manchester office.

Benefits

• 24 days’ holiday plus bank holidays and birthday leave.
• Hybrid working options depending on performance; enhanced maternity, paternity, and adoption leave.
• Paid volunteering day, regular charity events, and wider company health, financial wellbeing, and pension benefits.