Here at The VoIP Shop,
We are pleased to offer a high-level, office-based position with an industry-leading UK telecoms provider. We strive to work closely with both existing and new customers to change the image of the telecoms industry within the UK into one where you can rely on your provider to support you from the initial sale and deployment through to general support and ongoing expansion.
At The VoIP Shop, we strive to be an industry-leading telecoms provider for both the SME and SMB markets within the UK.
We work with industry-leading carriers, including Gamma, BT, Vodafone, TATA Communications, and Telstra, among others.
We take a team-focused approach where no question is too small. We believe in openly sharing information without unnecessary barriers, so as we grow and learn together, you’ll grow and develop with us too.
You’ll play a key role in developing our existing product portfolio and expanding it further as we continue striving to become a leading provider of smart solutions that help our customers make their day-to-day operations more productive.
Other day-to-day tasks will include:
- Provisioning new customers with their chosen VoIP and networking solutions.
- Managing and supporting existing customer setups such as PBXs and UCaaS solutions.
- Firewall and router management to help minimise potential security breaches and ensure any issues are identified and resolved quickly.
You’ll also work closely with the leadership team to review current processes, refine or introduce new workflows to improve operational efficiency, and enhance the overall end-user experience.
Every day within the business brings its own unique challenges and workflows, so no two days are ever the same.
Role and Responsibilities
- Provide end users with L2 and L3 support for complex queries.
- Liaise with Sales Managers and their clientele to provide product demos and act as a single point of contact for selected clients, delivering a one-to-one service throughout their onboarding journey and product delivery.
- Maintain and expand our current in-house and off-premises infrastructure.
- Provide technical expertise in SD-WAN, MPLS, WAN, and LAN networks, along with other related platforms.
- Manage the performance of MPLS and SD-WAN network services.
- Provide L3 support to our extensive reseller base.
- Oversee the day-to-day operations of the NOC and VoIP Support teams.
- For key clients, you may be required to attend sites to support the installation of network infrastructure or VoIP systems, as well as carry out on-site troubleshooting and issue resolution.
Optional Qualifications
- Bachelor’s degree in IT, Telecommunications, or a related field (or equivalent industry experience).
- Relevant vendor certifications such as Cisco CCNA/CCNP Voice, Microsoft Teams Voice, Ribbon, or CompTIA.
Experience
- 3-5+ years’ experience in a Voice Engineer, telecommunications, or MSP environment.
- Strong expertise and understanding of SIP, VoIP, and telephony technologies.
- Proven hands-on experience with SBCs, PBXs, voice gateways, and UCaaS platforms (3CX, Asterisk, Yeastar, Cisco BroadSoft/Webex, etc.).
- Strong understanding of TCP/IP networking, routing, switching, QoS, VLANs, and firewalls.
- Experience troubleshooting, monitoring, and optimising voice infrastructure.
- Experience liaising with vendors/carriers for issue resolution and service delivery.
- Experience handling high-priority customer queries over telephone or video calls.
Skills
- Methodical problem-solving and diagnostic abilities.
- Clear written and verbal communication skills for both end users with little-to-no technical understanding and vendor L3 support teams.
- Ability to work collaboratively with different departments within the business.
- Ability to remain calm under pressure while maintaining a methodical and detail-oriented approach to work.
Attributes
- Collaborative team player.
- Passionate about knowledge growth, sharing, and continuous improvement.
What Success Looks Like
- Proactive, customer-centric decision-making.
- Consistently delivering projects and tasks on time and to a high standard.
- Representing The VoIP Shop professionally with partners, customers, and colleagues.
- Contributing to a culture of innovation, collaboration, and excellence.
- We also offer a wide range of benefits such as free lunch every Friday, monthly team bonding experiences, a salary that grows with the business, and free parking.
Pay: £34,000.00-£37,000.00 per year
Benefits:
- Casual dress
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Leicester LE4: reliably commute or plan to relocate before starting work (required)
Experience:
- VoIP: 3 years (required)
- IP networking: 2 years (required)
- Customer relationship management: 3 years (preferred)
Language:
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
