Voice Engineer

Key Responsibilities

• Provide third-line technical support for JT managed voice services, ensuring service levels are achieved and customer expectations are exceeded.
• Install, configure, test, commission and maintain enterprise-grade voice solutions for a diverse customer base.
• Support the successful delivery of customer deployments, ensuring services are implemented to the highest standards.
• Provide technical guidance, mentoring and expertise to first and second-line support and deployment teams.
• Act as a key technical authority for voice platforms including Mitel, Avaya, Cisco, Redbox, Verint and other leading technologies.
• Investigate, diagnose and resolve complex incidents, minimising disruption and restoring services within agreed SLAs.
• Collaborate with internal teams to provide technical consultancy, solution design support and pre-sales expertise.
• Participate in customer and internal change management processes, ensuring all technical changes are accurately documented and successfully delivered.
• Maintain and enhance technical documentation, knowledge bases and operational processes to support service excellence.
• Identify opportunities to improve customer services, operational efficiency and technical solutions across the voice portfolio.

Skills, Knowledge And Expertise

• Proven experience supporting, deploying and maintaining enterprise voice and unified communications solutions.
• Strong knowledge of voice technologies, including platforms such as Mitel, Avaya, Cisco, Redbox, Verint or similar.
• Experience troubleshooting and resolving complex technical incidents in customer-facing environments.
• Ability to provide advanced technical support and mentorship to colleagues.
• Experience working within service level agreements and customer-focused service environments.
• Strong problem-solving, analytical and diagnostic skills.
• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience contributing to technical solution design and providing pre-sales support would be advantageous.
• Relevant industry certifications such as Cisco CCNA, CCNP Voice or equivalent professional qualifications.
• Commitment to continuous learning and maintaining technical certifications.
• Understanding of ITIL principles and service management practices is desirable.
• Full UK or Channel Islands driving licence.

Benefits

• 24 days holiday
• Out of hours allowance
• Health & Dental Insurance
• Pension Scheme
• Bonus Scheme
• Fully discounted staff services or cash allowance in lieu
• Co-working office spaces available for remote employees
• Professional Development Recharge Days