Job Description

Voice Communications Engineer
Location: Sheffield
Employment Type: Full-time
Pay: £36,000–£48,000 per year
PCD280143

Key Responsibilities
• As a Core Systems Engineer you will support and share your knowledge with our wider Support team members in a collaborative working environment. You will be required to support our clients including assisting with day-to-day escalations and investigating problems or repeat failures, whilst maintaining the smooth and efficient operation of end user desktops.
• · Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.
• · Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.
• · Build and maintain customer relationships.
• · Deploy and maintain a wide range software on customer systems.
• · Contribute to and help maintain our internal knowledge base.
• · Create and deliver training materials for our junior engineers.
• · Educate users on how to use various software and systems.
• · Maintain a strong knowledge of our companies’ services and products to help effectively and efficiently respond to customers queries.

Benefits
• Company pension.
• Free parking.
• On-site parking.
• Ability to commute/relocate.
• South Yorkshire: reliably commute or plan to relocate before starting work (required).

Role Overview
An opportunity is available for an experienced voice communications engineer to support a busy and professional team.

Skills and Experience
• The organisation is looking for an experienced VOIP telephony Engineer to join our Core Systems Engineering team, a specialist team of IT generalists who are the engine room of the organisation and can turn their hand to anything.
• This role suits someone who has experience in a IT support environment, with specific speciality in VOIP telephony systems and experience of handling ticket logs, and has a passion for problem solving. We are looking for a passionate individual who is looking for a challenging, and collaborative working environment where they can learn and share ideas within a team environment. Candidates should have.
• Required Skills/Experience.
• · IT and desktop support experience in a working / business environment.
• · Good customer service and support skills.
• · Strong independent problem analysis, research and resolution.
• · A willingness to learn and to share knowledge.
• · VOIP telephone systems specifically 3CX, Teams PBX and Bicom.
• · Experience migrating to and from different VOIP systems.
• · IP network knowledge including routing, NAT, ARP, firewalls and SIP-ALG’s/Helpers.
• · Session boarder controllers.
• · An understanding of Codecs and bandwidths.
• · MOS scoring and monitoring of call performance.
• It would also be advantageous to have experience of the following technology; however training can be provided.
• · server operating system VM’s.
• · Other telephony systems such as PSTN, ISND30, ISND2.
• · desktop operating systems 10/11.
• · desktop operating systems Server 2012 R2 - 2022.
• · directory services and Group Policy.
• · Remote Desktop Services/Citrix.
• · technology provider cloud productivity suite and cloud platform/EntraID.
• · Email Security Services.
• · device-management platform.
• · virtualisation platform vSphere/other hypervisors.
• · Next gen AV/XDR.
• If you do not have all of the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams.
• Why join the organisation?
• Joining the organisation Ltd isn’t just about getting a job—it’s about growing a career with one of the UK’s leading cloud-based IT providers. You’ll be supported every step of the way in a friendly, professional environment where your development matters. Here’s what you’ll get when you become part of our team.
• · Competitive Pay – We offer a salary that your potential, with regular reviews to reward your progress.
• · Annual Bonus – Get recognised for your hard work with a yearly company bonus.
• · Career Growth – We’re big on development. You’ll have access to training, support, and opportunities to grow your skills and move up.
• · 28 Days Off – Enjoy 28 days of annual leave, including bank holidays, to relax and recharge.
• · Pension Scheme – Plan for your future with our company pension.
• · Friendly Vibes – Work in a supportive, down-to-earth team that’s always ready to help.
• · Modern Office – Our Sheffield office is secure, stylish, and comes with kitchen facilities and a coffee machine to keep you fuelled.
• · Free Parking – No need to stress about parking—we’ve got free on-site spaces.

Additional Information
• Our Service Desk runs Monday to Friday with shifts between 8:00am and 6:00pm, plus an Out of Hours on call rota which this role would be part of.