• Critical Resourcing
  • Jersey City , NJ
  • Miscellaneous
  • Full-Time
  • 10 Bayside Terrace

Package : 37,000

Job Description :


The 2nd Line Support Engineer provides advanced support services to clients and customers. The support services may require detailed analysis of SIP signalling and IP communications protocols.

The 2nd Line Support Engineer may be required to provide 1st Line services to support the Technical Assistance Centre (TAC) rota s. Also provides support services to internal network and telecoms.


Provide 2nd line support for all customers & resellers via phone or email or face-to-face

Log all incidents and requests within the Incident Management System and update tickets according to OLA s and SLA s

Take ownership of customers & resellers problems, follow up the status of problems on their behalf and communicate progress in a timely manner

Following in-depth diagnosis, escalate to 3rd line where applicable

Provide support, training and be an escalation point for 1st line colleagues

Liaise with 3rd line support and external suppliers to ensure resolution to agreed standards and timescales

Manage, prioritise and plan own work queue and deal with tickets within the set SLAs

Lead with troubleshooting network and telephony issues. This may require diagnosing router, firewall, hardware or software faults

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Be highly responsive to all types of communications (phone, email, IM..), occasionally during out of hours and holidays

Periodically review the online training system and ensure that all training material is up to date and relevant and arrange updates and amendments as may be required to maintain the highest quality training environment and materials

Take responsibility for your own personal development and training. Proactively drive knowledge transfer from other members of staff to bridge any product knowledge gaps you have

Create and maintain knowledgebase articles to enable consistency and learning within the team

Use and support any business processes in place and proactively offer suggestions for process improvements that lead to improved customer experience and/or efficiency

Additional Responsibilities From time to time, attend customer sites to assist in rollout / deployment of our telephony solution

Be part of the out-of-hours on-call rota for the UK Service Desk

Provide essential out of hours support in the event of severe incident both internally and customer related

Providing internal technical support (PC/telephone/etc.) to the UK office and ensuring that the office network is fully maintained and documented at all times; Maintain internal FAQ and documentation Undertake any and all other reasonable and related tasks/objectives associated with this role.


Possess genuine appreciation for \"Customer is always right\", \"Customer comes First\" and \"Customer is King\" ethos and act as well as behave accordingly with all interactions with customers

considerable experience in a hands-on role supporting and/or installing IP telephony systems

High command of English language with exceptional writing skills is a must

Possess excellent interpersonal skills and can communicate concisely at all levels

Able to work well on his/her own initiative and to demonstrate the highest levels of organisation required to meet tight deadlines

Fast learner and quick to grasp new ideas, technologies and concepts

Considerable experience in supporting SIP IP Telephony and PBX

Being able to troubleshoot and understand SIP messaging and RTP

Experience of CALL / SIP FLOWS

Support experience of SBC

Support experience of Asterisk or Freeswitch PBX

Experience in supporting Microsoft Windows server and client applications

Support and implementation experience of Skype for Business

Experience of using Office 365

Be an excellent problem solver with strong analytical skills

Be able to evaluate, learn, adapt and improve

Good working knowledge of IP Networking

Experience of dealing with Routers, Firewalls and network configuration

CCNA certification or equivalent experience

Good time management skills


CCVP/CCNP certification or equivalent experience

ITIL v3 Foundation Certification

Oracle / ACME SBC experience

Metaswitch SBC experience

VMware ESXi experience or similar virtualisation technology

Knowledge of Cloud Infrastructure

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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