Voice Engineer

Salary: £28,000 - £31,000 per annum

Role Overview:

As a Voice Engineer, you will be responsible for providing clients with exceptional customer service. Configuring, installing and supporting Unified Comms portfolio, including - across our own SBC infrastructure - Microsoft Teams Calling, Gamma & Splicecom unified comms platforms.

Experience of traditional PBX environment is an advantage or within the ICT sector delivering Unified Comms and IP networks, the successful candidate will join our growing Voice team and support our wider service desk and business support teams.

Key Tasks and Responsibilities:

• Design and deploy of our Unified Comms and MS Teams calling platforms.
• Handle inbound calls from customers requiring technical support.
• Troubleshoot and resolve Unified Comms, SIP, and network-related issues remotely and on client sites
• If unable to resolve at first contact, triage the incident/request and escalate to our partners.
• Investigate and monitor Voice, Wi-Fi, and network issues, ensuring resolution within SLAs.
• Communicate clearly with end-users, colleagues, and management to resolve issues promptly and ensure customer satisfaction, updating all open cases with relevant information.
• Visit customer sites to diagnose and repair Unified Comms as needed.
• Pre and post-sales support and the design and the deployment of our platforms.
• Deliver first-class customer service at all times.
• Document processes, configuration and know fixes to develop/enhance shared knowledge base.
• Use HALO to plan and note progress of project deliverables, estimate resources and record risk.

The Person
The role would suit a Voice Engineer, Unified Comms Engineer or Unified Comms Support who is customer focused & motivated and is looking to further develop their skill sets and career within a dynamic and expanding Voice team. Although mainly based in our Glasgow HQ, the successful candidate will be required to travel to customer sites around the UK.

KubeNet will provide training and a great environment for development and progression.

Required Experience and Skills:
• 2 years proven experience as a Voice / UC engineer with a focus on cloud / Unified Comms platforms and SIP
• Technical Expertise: Proven knowledge and experience with VoIP technologies, SIP messaging, call flows, and packet capture analysis.
• Networking Skills: Strong understanding of IP networks, TCP/IP, and troubleshooting network-related issues.
• Customer Service: Demonstrated experience in a customer-facing role with excellent verbal and written communication skills.
• Unified Comms: Familiarity with Unified Comms and their configuration beneficial.
• Problem-Solving: Ability to troubleshoot and resolve complex technical issues efficiently.
• Team Collaboration: Ability to work effectively within a team and escalate issues when necessary.
• Strong understanding of QOS principles in a Voice environment.
• Driving Licence: A full UK driving licence is essential.

Preferred Skills:

• Certifications in relevant technologies.
• Experience with specific Voice Gateways / SBC.
• Experience of MS Teams calling.
• Familiarity with network monitoring tools and software.
• An understanding of general networking such as routing and switching.

SOME OF THE GREAT BENEFITS
Working at KubeNet you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Competitive salary
• Quarterly Bonus based on personal & team KPIs
• 22 days holiday per annum plus 9 statuary days following Scottish Bank Holiday calendar
• Operating working hours between 8:00 and 18:00, Monday-Friday.
• KubeNet operate a blended working policy with a minimum 3 day in the office, however, you can choose to be based in the office.
• Following successful probationary period of 6 months, access to private healthcare, death in service and increased pension company contribution of 5%
• Free KubeNet Broadband or a £25.00 per month contribution.
• Paid days supporting a charity of your choice or one of KubeNet charity partners
• Financial Contribution to your agreed training path with 2 days exam leave pa.
• Training will be provided on the systems we use and any future requirements.

About us
KubeNet is a leading Managed Service Provider who provides best-in-class, future-proof communications and technology solutions to some of the world’s leading companies.

Our broad portfolio of IT, Ethernet, Cloud and Voice solutions ensures our clients have access to their applications and Data across the Globe and as a Cisco & Microsoft Partner we are right at the forefront of technology.

Because we own and operate our own Next Generation Network, we can guarantee that our infrastructure is flexible, secure and resilient enough to meet business requirements all fully supported through our ISO9001 & 27001, ITiL and Cyber Essentials accreditations.

But we’re more than just a successful business, we’re a successful and motivated team. A team of great people delivering great products and exceptional service to our customers.

As we continue to grow, our aim is to bring together the best talent & minds in the marketplace, we welcome individuality and value and encourage the things that makes you different. From diversity to creativity, we nurture every form with inclusion front and centre.

If you think you have the skills that are required, please Send your CV and a cover letter to careers@kubenet.net and make sure to let us know your notice period and current salary.