Tier 1 Voice Operations Engineer

Title

Tier 1 Voice Operations Engineer

Salary

£28,000.00

Location

Nelson

Working Hours

Monday to Friday between the hours of 8am and 6pm (37.5 hours)

Role Overview

Join our company, an independent provider of voice, connectivity, mobile, and cloud services in the UK, as a Tier 1 Voice Operations Engineer. You will provide first‑line support across a wide range of voice, UC, and network services, handling initial diagnostics, service assurance and operational checks to ensure customers receive high‑quality support.

Key Responsibilities

• Serve as the first point of contact for all voice‑related incidents and service requests.
• Deliver Tier 1 troubleshooting across voice and UC platforms, including hosted telephony, SIP services, PBX systems, analytics tools, and cloud voice solutions.
• Perform initial diagnostics and investigations, reviewing call flows, basic SIP signalling, traces, routing and dial‑plan behaviour, plus remote site checks.
• Support cloud voice services by completing first‑line Operator Connect, Direct Routing and Microsoft Teams Voice assurance checks.
• Carry out basic network diagnostics to identify issues affecting voice quality, including switch/router status, connectivity and performance symptoms.
• Manage service assurance and communication, ensuring accurate ticket logging, clear updates and well‑documented findings for escalations.

Key Requirements

• Foundational understanding of VoIP and SIP‑based communication.
• Ability to perform structured troubleshooting and follow diagnostic steps.
• Strong communication skills with a customer‑focused approach.
• Basic understanding of networking concepts (IP, routing, switching, VLANs).
• Ability to work effectively in a fast‑paced, process‑driven environment.

Benefits

• 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days.
• Holiday purchase scheme.
• £500 referral scheme bonus.
• Professional development to help you achieve your personal goals.
• Eye care vouchers and discounted Medicash membership.
• Access to discounts and savings at more than 1,200 retailers.
• An additional day off on your birthday or if you’re getting married.

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