Technical Support Engineer

Job summary

Provide technical support for VoIP systems, troubleshoot SIP, call quality, connectivity, and network issues, and configure and maintain related infrastructure. Manage support tickets, assist customers with installations and troubleshooting, escalate complex cases, document solutions, and keep up to date with VoIP technologies and security protocols.

Job details

Location: Bolton Salary: £30,000 – £35,000 We are a leading provider of VoIP and cloud-based communication solutions, helping businesses streamline their operations with cutting-edge technology. As we continue to grow, we are looking for an enthusiastic and knowledgeable Technical Support Engineer to join our Voice over IP team. This is an excellent opportunity for someone with previous experience in IT or Broadband support who is keen to specialise in SIP and VoIP technologies. Key Responsibilities Provide technical support for VoIP systems, including troubleshooting and resolving customer issues related to SIP trunks, call quality, and connectivity. Configure, monitor, and maintain VoIP infrastructure, including IP phones, PBX systems, and gateways. Respond to and manage support tickets, ensuring timely resolution and excellent customer service. Assist customers with the installation, configuration, and troubleshooting of VoIP hardware and software. Identify and diagnose network-related issues affecting VoIP services. Collaborate with internal teams to escalate complex issues when necessary. Document solutions, procedures, and best practices for internal use and customer support. Stay updated on the latest VoIP trends, technologies, and security protocols. Requirements Previous experience in IT or Broadband technical support (minimum 1-2 years). Strong understanding of networking fundamentals, including TCP/IP, DNS, and DHCP. Ability to troubleshoot and resolve network and connectivity issues. Excellent communication and customer service skills. Strong problem-solving abilities and attention to detail. Willingness to learn and develop expertise in VoIP technologies. Desirable Skills Technical Certifications – Comptia A+, CCNA, Network+ and related Experience with provisioning or supporting 3CX Experience with network monitoring and diagnostic tools (Wireshark, ping, traceroute). Knowledge of firewalls and NAT. Familiarity with cloud-based services. Benefits 22 Days Holiday – increasing to 23 days after 3 years, 24 days after 4 years and 25 days after 5 years Buy Holiday Scheme Career Development and Progression Opportunities Employee Assistance Programme Enhanced Company Sick Pay Discounted Retail Vouchers Reduced Gym Membership Cycle to Work Scheme SCG Mobile Benefit Employee Referral Bonus Annual Salary Reviews Pension Scheme Free On-Site Parking Charity Events SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.

What you’ll do

Provide technical support for VoIP systems, troubleshoot SIP, call quality, connectivity, and network issues, and configure and maintain related infrastructure. Manage support tickets, assist customers with installations and troubleshooting, escalate complex cases, document solutions, and keep up to date with VoIP technologies and security protocols.

Requirements

Applicants need at least 1–2 years of IT or broadband technical support experience, a strong understanding of TCP/IP, DNS, and DHCP, and the ability to resolve network and connectivity issues. Strong communication, customer service, problem-solving, and attention to detail are required, along with a willingness to develop VoIP expertise; certifications and experience with 3CX, diagnostic tools, firewalls, NAT, or cloud services are desirable.

Benefits

• 22 Days Holiday, Increasing to 23 Days After 3 Years, 24 Days After 4 Years, and 25 Days After 5 Years • Holiday Purchase Scheme • Career Development and Progression Opportunities • Employee Assistance Programme • Enhanced Company Sick Pay • Discounted Retail Vouchers • Reduced Gym Membership • Cycle to Work Scheme • Mobile Benefit • Employee Referral Bonus • Annual Salary Reviews • Pension Scheme • Free On-Site Parking • Charity Events

Listed skills

• Network Troubleshooting · Preferred
• Customer service · Preferred
• DHCP · Preferred
• DNS · Preferred
• TCP/IP · Preferred
• Wireshark · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• VoIP Support
• SIP Trunks
• TCP/IP
• DNS
• DHCP
• Network Troubleshooting
• Connectivity Troubleshooting
• IP Phones
• PBX Systems
• Gateways
• Ticket Management
• Customer Service
• 3CX
• Wireshark
• Ping
• Traceroute

Job areas

• Technology
• Customer Service & Support