Voice Support Engineer – Level 3 Full Time

City, Cardiff
Advania UK
Voice Support Engineer(Level 3)

About Us:
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft’s leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Position Overview:
In this role you will provide 3rd line Unified Communications support to a wide range of Sipcom customers in a support desk environment across a portfolio of managed voice solutions and services.

This is a senior role in the team where you will provide a specialised level of support for the support teams.

Responsibilities:

Some activities you will be involved with include:

• Monitoring and reacting to key infrastructure alarms, metrics, or security events
• Configuring of various cloud telephony platforms (Teams Direct Routing, Zoom Phone, Cisco)
• Providing escalated support for BAU support teams
• Ensuring configuration is documented and knowledge is transferred to engineering/support teams
• Identify risks in infrastructure and report to Engineering function

Qualifications & Experience:

The right candidate will have the following technical experience:

• Experience in deploying PBX and hosted telephony systems
• Troubleshooting/root cause analysis
• IP networks and data networks knowledge and debugging
• Good understanding of SIP (protocols) understanding SIP codecs/call flows
• Ability to troubleshoot/resolve issues with Unified Communications platforms/supporting services
• Knowledge of voice and video protocols around PBX, IVRs, and VoIP
• Microsoft Teams Direct Routing experience (Enterprise Voice)
• Session Border Controller experience (SBC)
• Firewall understanding, role in networks

Any knowledge or exposure to the following is useful, but is not required to apply:

• Broadworks exposure
• Wireshark debugging
• VoIPMonitor, Homer, OCM or similar
• ITIL Framework exposure
• Zoom Phone experience
• Appropriate telephony accreditations (School of SIP, MS700 etc.)
• M365 exposure

This is a remote-first hybrid role. See here for details about our hybrid workstyle.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.