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3rd line engineer
£35,000 - 35,000
South Quay Plaza, South East London
£35,000 - 35,000
Requirements
Must:
- Proven experience of at least 3-5 years in a second or third-line IT support role, managing escalated issues and providing advanced troubleshooting.
- Strong knowledge of Linux and Windows systems with experience in FreeSwitch.
- Experience with AWS infrastructure and cloud services.
- Deep understanding of SIP, VoIP, VoLTE, STUN, and firewall bridging.
- Proficiency in Node.js application support and server diagnostics.
- Hands-on experience using tools for SIP analysis, such as Wireshark, SIP Traces, or packet analyzers.
- Excellent problem-solving and communication skills.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Relevant certifications, such as Microsoft Certified: Azure Administrator, or equivalent.
Responsibilities
- Provide advanced technical support by resolving complex hardware, software, and network issues escalated from lower-tier support.
- Conduct root cause analysis and implement long-term solutions to ensure minimal business disruption.
- Troubleshoot server issues across cloud (AWS), on-premise, and embedded environments, while also supporting applications written in Node.js and managing FreeSwitch systems.
- Apply over-the-air firmware updates and monitor system performance.
- Maintain and troubleshoot SIP-based communication systems, including VoIP and VoLTE, configuring SIP trunks and resolving complex call routing and quality issues.
- Manage network configurations affecting SIP traffic, including firewalls, NAT, and QoS.
- Mentor junior technicians and contribute to internal training efforts.
- Create and maintain detailed documentation and system diagrams.
- Collaborate with third-party vendors to resolve technical issues and assist in managing SLAs to ensure service quality.
Description
We offer a competitive annual salary of up to £37,000, depending on experience, along with a full-time hybrid work schedule of 35 hours per week, Monday to Friday, from 09:00 to 17:00, including an on-call rota. Our benefits package includes 161 hours of holiday, rising to 175 hours with length of service, plus Bank Holidays, discounts on a variety of services, a 24/7 employee assistance program, family and friends' discounts, a cycle to work incentive, a pension scheme with up to 4% company match, and free on-site parking. If you are interested in joining our team, we encourage you to apply online.
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