VOIP Helpdesk Analyst

Role overview

Responsibilities

• Provide second-line diagnostics and Evonex platform support, handle escalations, and meet agreed SLAs.
• Assist partners with provisioning, orders, configurations, product selection, licences, handsets, and applications.
• Support new partner onboarding with the BDM team.
• Liaise with clients and colleagues by phone, email, messaging, and ticketing systems.
• Analyse SIP call traces using VoIP tools to investigate reported issues.
• Record diagnostic and resolution notes in business systems and documentation libraries.
• Configure handsets and manage bespoke provisioning templates and firmware deployment.
• Work with the Product Manager on training and best-practice setup and configuration materials.
• Test new platform, device, and software features before release; report findings and assist with documentation.

Required skills and experience

• At least two years of proven experience with SIP, RTP, and other VoIP protocols.
• Familiarity with configuring and troubleshooting cloud-hosted telephony systems.
• Understanding of IVR, ACD, CTI, and telephony concepts.
• Technical expertise with Cisco, Yealink, Grandstream, and Poly products.
• Strong VoIP troubleshooting, communication, and documentation skills.
• Able to work independently and collaboratively, learn quickly, and apply a methodical, detail-focused approach.
• SSCA and CompTIA Network+ certifications are an advantage, not a requirement.

Benefits

• Benefits include annual leave increasing with service, a birthday day off, holiday purchase, career development, employee assistance, enhanced sick pay, retail and gym discounts, mobile benefits, referral bonus, salary reviews, and a pension scheme.
• On-site canteen, free on-site parking, and charity events are offered.