2nd Line Support Engineer

Role Overview

Key Responsibilities

• Provide 2nd line technical support for Wildix and Puzzel solutions.
• Investigate and resolve complex incidents escalated from 1st Line Support.
• Troubleshoot VoIP, call routing, IVR, contact centre workflows, reporting and user administration issues.
• Perform root cause analysis and implement permanent resolutions where possible.
• Escalate complex issues to 3rd line teams or technology vendors when required.
• Support system maintenance, upgrades, patching and configuration changes.
• Monitor customer environments to ensure ongoing performance and reliability.
• Assist with onboarding activities and support handovers from project delivery teams.
• Act as a technical point of contact for customers and internal stakeholders.
• Maintain accurate documentation, knowledge base articles, troubleshooting guides and system records.
• Ensure all support activity is logged clearly and professionally within the ticketing system.
• Continuously develop expertise across the Wildix and Puzzel platforms.

Essential Skills & Experience

• Experience in a 2nd Line Support, Unified Communications, VoIP, or Contact Centre support role.
• Strong troubleshooting experience across telephony and communications platforms.
• Knowledge of Wildix, or similar VoIP and Unified Communications solutions.
• Experience supporting cloud-based Contact Centre platforms such as Puzzel or equivalent technologies.
• Strong understanding of networking fundamentals including SIP, RTP, NAT, firewalls and QoS.
• Experience supporting and administering customer environments.
• Understanding of CRM integrations and APIs.
• Windows and Linux troubleshooting experience.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Customer-focused mindset with a passion for delivering exceptional service.

Desirable Skills

• Existing experience supporting Wildix platforms.
• Experience with Puzzel Contact Centre solutions.
• Knowledge of Salesforce, Microsoft Dynamics, or other CRM integrations.
• Experience working within Managed Services or Telecommunications environments.
• Exposure to project delivery and customer onboarding activities.
• Familiarity with knowledge management and documentation best practices.

Certifications

• Wildix Technical Certification (or willingness to achieve).
• Puzzel Partner or Specialist Certification (or willingness to achieve).

Compensation & Benefits

• Salary £30,000–£35,000 dependent on experience.
• Holiday allowance of 24 days plus bank holidays plus birthday leave.
• Hybrid working options, performance depending.
• Enhanced maternity, paternity and adoption leave.
• Paid volunteering day and regular charity events.
• Wider company benefits across health, financial wellbeing and pension.

Work Location

• Hybrid: 3 days a week in the Manchester office.

Contract

• Permanent contract.