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)

We are seeking a motivated and detail‑oriented Tier 1 Voice Operations Engineer to join our growing Voice Operations team. This role is responsible for providing Tier 1 support across a wide range of voice, UC, and network services, delivering initial diagnostics, service assurance, and operational checks, ensuring customers receive a high‑quality and efficient support experience.

This position is ideal for someone looking to build a strong technical foundation in VoIP, SIP, unified communications, and network fundamentals, with clear progression opportunities into more advanced engineering roles.

• 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.

• 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.

• 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days.
• 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.