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. You will handle initial diagnostics, service assurance, and operational checks, ensuring our 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.
• Holiday purchase scheme.
• £500 referral scheme bonus.
• Professional development to help you achieve your personal goals.
• Eye care vouchers available 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.