2nd Line Support - Operations Desk - Bristol

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This wholesale telecommunications provider based in Bristol has been around since 1996 and provide services to many of the UK's ITSPs and telecommunications companies, as well as an increasing number of overseas providers.

Position:

They are looking for a dedicated individual to join their 2nd line support team. You will be their Operations Desk's first point of contact providing them with diagnostics and resolutions to a number of different call scenarios, you will be responsible for triaging tickets and escalations to carriers externally as well as internally, you must be: friendly, honest and efficient.

You will use your expertise and enthusiasm to resolve their enquiries and escalations for their customers. They need someone who is outgoing, detail oriented, and be able to learn quickly and manage multiple priorities. This is an excellent opportunity to learn and develop a wide variety of skills and explore your potential.

You must be:

- Proficient in English

- Have experience working in a support function

- Experience working with IP Telephony with a good working knowledge of the SIP protocol

- Knowledge of common IP Telephony software, e.g. Asterisk, FreeSWITCH, Kamailio

- Experience with tools such as Wireshark and Homer

- Understanding how to use them for troubleshooting and fault-finding.

Desirables:

- Good working knowledge of MacOS and Linux, some knowledge of Docker would be desirable

- Some knowledge of scripting languages such as PHP and NodeJS and databases such as MySQL, and "NoSQL" databases such as CouchDB, ElasticSearch, and Redis.

This is a full-time position where the standard working hours are 9-5 Monday to Friday with out of hours work from home.

Responsibilities:

- Provide an outstanding support experience to their 1st line team.

- Responsible for escalating queries, handling urgent out of hours tickets.

- Triage for incidents and requests, occasional escalations of a technical nature with their customers.

Requirements:

- Excellent verbal and written communication skills.

- Must be a highly motivated self-starter.

- Solid troubleshooting and problem-solving skills.

- Strong attention to detail and be able to deliver high-quality work with little supervision. May be required to travel very occasionally.

Benefits:

- Private healthcare