VOIP Helpdesk Analyst

Role overview

Responsibilities

• Provide second-line Evonex platform and product diagnostics, handling first-line escalations and meeting agreed SLAs.
• Assist partners with orders and configuration, including product portfolio, licences, handsets and applications.
• Support partner onboarding with the BDM team and communicate with new partners.
• Liaise with clients and colleagues by phone, email, messaging and ticketing systems.
• Analyse SIP call traces with VoIP tools to troubleshoot reported issues.
• Record diagnostic and resolution notes in business systems and documentation libraries.
• Configure handsets, manage bespoke provisioning templates and deploy firmware.
• Develop setup and configuration training materials with the Product Manager.
• Test new platform, device and software features before release; report findings and assist with documentation.

Required skills and qualifications

• At least 2 years of proven experience with SIP, RTP and other VoIP protocols, and familiarity with cloud-hosted telephony configuration and troubleshooting.
• Strong VoIP troubleshooting and problem-solving skills and understanding of IVR, ACD and CTI.
• Technical expertise configuring and troubleshooting Cisco, Yealink, Grandstream or Poly products.
• Effective verbal and written communication and clear documentation skills.
• A UK driving licence is required.

Additional skills

• SSCA and CompTIA Network+ certifications are distinct advantages.
• The role calls for a methodical, detail-focused, analytical approach and ability to work independently and collaboratively.

Benefits

• 21 days of holiday, increasing to 22 after three years and 25 after five years; birthday day off and holiday purchase scheme.
• Career development, employee assistance, enhanced sick pay, retail vouchers, reduced gym membership and mobile benefit.
• Employee referral bonus, annual salary reviews, pension scheme, onsite canteen, free onsite parking and charity events.

Pay

• Pay is up to £35,000 per year.

Workplace

• Work location is in person.