Technical Support Engineer

Provided second-line technical support for complex customer cases across SIP/VoIP services, hosted and on-premises telephone systems, internet circuits, data networks, routers, and switches. Took ownership of incidents through investigation, supplier escalation, and resolution using ServiceNow and remote support tools.

Worked directly with customer IT teams, suppliers, engineers, and internal departments to isolate faults, collect technical evidence, and coordinate practical resolutions. Supported complaint customers and translated business requirements into telephony configurations, features, and call-routing solutions.

Resolved a long-running SIP/SBC fault by guiding the customer through a Wireshark capture, collaborating with their IT team and supplier, and addressing SBC programming and configuration issues. The issue had been unresolved for about four weeks and was resolved in just over one week.

Provided out-of-hours technical support as part of an on-call rota, resolving telecoms, connectivity, and customer service incidents remotely where possible.

Attended customer sites for hands-on diagnosis and resolution when remote support was insufficient. Supported field engineers, liaised with suppliers during escalations, and independently managed communication during urgent incidents.

Provided telephone and remote technical support to customers and field engineers across telecoms, connectivity, and networking services. Logged, diagnosed, managed, and escalated faults affecting hosted and on-premises telephony, internet circuits, routers, switches, and customer networks.

Owned major-account and complex customer issues through resolution or supplier escalation, including support for multi-site customers such as a multi-branch estate agency. From 2018, worked flexibly across the support desk, remote support, and field engineering roles.

Performed monthly preventive maintenance visits between 2019 and 2023 for a large multi-site hospital telephone system supporting approximately 2,000 users. Carried out software upgrades, coordinated work with hospital teams, and delivered basic telephone-system training.

Tested, refurbished, and prepared telecommunications equipment for customer installations and field engineers. Performed fault-finding and repair work to component and PCB level across telephone handsets, system cards, power supplies, and other telecommunications hardware.

Tested repaired equipment to verify correct operation before returning it to service. Developed hands-on technical knowledge of telecommunications products, Windows systems, and computer hardware, supporting progression into technical support.

Merit Award.