- Company Name
- Focus Resourcing Group
- Job Title
- 2nd Line Support
- Job Description
-
Job Title: 2nd Line Support
Role Summary:
Senior 2nd Line Support Engineer responsible for delivering pre‑sales guidance, product demos, and solution design for Unified Communications (UC) solutions. Provides post‑sales technical support, resolves customer issues via phone, email, remote assistance and bench testing, and manages support tickets. Leads supplier engagement, delivers internal and external training, and creates technical content for webinars, trade shows and industry events.
Expactations:
- Deliver high‑quality technical support for UC, VoIP, IP PBX, DECT, network routers, switches, VLANs and firewalls.
- Act as primary technical contact for suppliers, maintain technical qualifications, lead supplier meetings.
- Develop, deliver and promote training courses for sales and technical staff as well as customers, including instructor‑led certificates and one‑day technology workshops.
- Collaborate with sales to identify upsell opportunities and support solution proposals.
- Manage open support cases, track time and maintain accurate documentation.
Key Responsibilities:
1. Pre‑Sales Support
- Assist customers and propose viable UC solutions.
- Demonstrate products to resellers and prospects during visits, seminars and trade shows.
- Coordinate and lead webinars.
- Identify upsell opportunities in existing accounts.
2. Supplier Engagement
- Maintain relationships, understand portfolios, and keep supplier technical qualifications current.
- Lead and attend supplier meetings.
3. Training & Content Development
- Provide structured product and technology training for internal staff and external partners.
- Run instructor‑led courses and manage certification processes.
- Develop and deliver one‑day tech training modules (e.g., SIP troubleshooting, Wireshark, WiFi).
4. Post‑Sales, 2nd‑Line Technical Support
- Resolve technical and product issues via phone, email, remote assistance and bench testing.
- Escalate to manufacturers when necessary.
5. Ticket/Case Management
- Maintain and close support cases, record time and analysis, ensure accurate documentation.
Required Skills:
- Deep knowledge of VoIP & UC, IP PBX (appliance/software/cloud), Enterprise DECT, IP phone provisioning.
- Strong networking skills: DSL/WAN routers, switches, VLANs, firewalls, VPN.
- Proficiency in analyzing logs, SIP traces, and PCAP files.
- Ability to read and interpret technical documentation.
- Excellent written and verbal communication, confident presentation and webinar delivery.
- Research capability and ability to engage all business levels.
- Strong time‑management, prioritization and execution skills.
Required Education & Certifications:
- Degree or equivalent in computing or related field, demonstrating solid networking background.
- Valid UK driving license.
- Trainings or certifications enabling delivery of instructor‑led courses preferred.
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