2nd Line Support Engineer

2nd Line Support Engineer Location: Hybrid (3 days a week in our Manchester office)
Salary: £30-£35,000 (Dependent on experience)
Contract: Permanent

We're looking for a skilled and customer-focused 2nd Line Support Engineer to join Make Contact, part of the Focus Group family. This is an exciting opportunity to work with industry-leading Unified Communications and Contact Centre technologies, supporting a diverse customer base while developing your technical expertise in a growing and ambitious business.

As a 2nd Line Support Engineer, you'll play a key role in resolving complex technical issues, supporting critical customer environments, and acting as an escalation point for our 1st Line Support team. Working closely with customers, project teams, and technology vendors, you'll help deliver an exceptional support experience across our Wildix and Puzzel solutions.

Key Responsibilities

The Role

This role is ideal for someone with experience in VoIP, Unified Communications, or Contact Centre technologies who enjoys troubleshooting complex issues and delivering outstanding customer service.

You'll provide advanced support across Wildix and Puzzel platforms, helping customers maximise the performance and reliability of their communications solutions while developing your expertise within a growing specialist team.

Key Responsibilities

• Provide 2nd line technical support for Wildix and Puzzel solutions.
• Investigate and resolve complex incidents escalated from 1st Line Support.
• Troubleshoot VoIP, call routing, IVR, contact centre workflows, reporting, and user administration issues.
• Perform root cause analysis and implement permanent resolutions where possible.
• Escalate complex issues to 3rd line teams or technology vendors when required.
• Support system maintenance, upgrades, patching, and configuration changes.
• Monitor customer environments to ensure ongoing performance and reliability.
• Assist with onboarding activities and support handovers from project delivery teams.
• Act as a technical point of contact for customers and internal stakeholders.
• Maintain accurate documentation, knowledge base articles, troubleshooting guides, and system records.
• Ensure all support activity is logged clearly and professionally within the ticketing system.
• Continuously develop expertise across the Wildix and Puzzel platforms, keeping up to date with new features and product enhancements.

Skills, Knowledge & Expertise

What We're Looking For

Essential Skills & Experience

• Experience in a 2nd Line Support, Unified Communications, VoIP, or Contact Centre support role.
• Strong troubleshooting experience across telephony and communications platforms.
• Knowledge of Wildix, or similar VoIP and Unified Communications solutions.
• Experience supporting cloud-based Contact Centre platforms such as Puzzel or equivalent technologies.
• Strong understanding of networking fundamentals, including: 
  • SIP
  • RTP
  • NAT
  • Firewalls
  • QoS
• Experience supporting and administering customer environments.
• Understanding of CRM integrations and APIs.
• Windows and Linux troubleshooting experience.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to communicate effectively with both technical and non-technical users.
• Strong organisational skills with the ability to manage multiple priorities.
• Customer-focused mindset with a passion for delivering exceptional service.
• Eagerness to learn new technologies and develop technical expertise.

Desirable Skills

• Existing experience supporting Wildix platforms.
• Experience with Puzzel Contact Centre solutions.
• Knowledge of Salesforce, Microsoft Dynamics, or other CRM integrations.
• Experience working within Managed Services or Telecommunications environments.
• Exposure to project delivery and customer onboarding activities.
• Familiarity with knowledge management and documentation best practices.

Certifications (or willingness to achieve)

• Wildix Technical Certification
• Puzzel Partner or Specialist Certification

Job Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave. 
• Hybrid working options - performance depending. 
• Enhanced maternity, paternity and adoption leave. 
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.

Internal job reference: Senior Associate