3rd Line Support Engineer

ENVIRONMENT:

As a senior centre of excellence within the Contact Centre Support Desk, the primary purpose of this role is to act as a technical leader, driving the timely resolution of complex service and support-related escalations and problem management. This senior position is critical for providing technical leadership, mentorship, and training to raise the overall level of support offered by the entire team. The successful execution of this role requires the proactive coordination, communication, and facilitation of superior customer service through timely, relevant, and accurate technical support. Senior Support Engineers are entrusted with end-to-end incident and problem management activities, where accountability, follow-through, and feedback are critical to success.

Support Desk personnel are required to work on a rotational shift basis of either 07:00 to 16:00 or 09:00 to 18:00. As a senior resource standby is a requirement and this is likely to be on a cadence on 1 week per month.

DUTIES:

Incident and Problem Resolution

• Investigate, diagnose, troubleshoot, and resolve 3rd Line Support incidents, customer fault reports, and infrastructure issues across hardware, software, networks, servers, and telecoms applications.
• Manage incidents and problems, including monitoring affected configuration items, logging trouble tickets, and escalating faults/problems to Professional Services, Core level support, or vendors as appropriate.

Customer Service and Onboarding

• Deliver proactive and superior customer support via email and telephone, focusing on resolving ongoing service escalations to improve client retention and confidence in their Service and Support.
• Support customer integrations, including APIs, CRM systems, transcription tools, and AI bots.
• Participate as a support resource in complex enterprise deployments to ensure seamless onboarding from the deployment team to support desks.

System Monitoring and Operational Maintenance

• Proactively monitor system performance, perform daily health checks on internal and customer systems, and react to system alerts to address problems.
• Assist with performance tuning, maintain operational excellence, and support basic workflows for process automation and software service configuration.

Documentation and Knowledge Management

• Prepare and maintain clear documentation for future reference, including problem resolutions and service desk process documentation.
• Ensure that all records, systems, and knowledge bases (including workflows) within the area of responsibility are up to date and maintained at all times.

Administration and Compliance

• Perform all necessary administrative tasks, such as accurately maintaining the updated status of customer faults on the ticketing system and generating system-based reports.
• Adhere to all company policies and procedures.

Professional Development and Mentorship

• Proactively remain abreast of industry knowledge through self-study and research to develop both technical and soft skills.
• Actively train colleagues and mentor/coach more junior members of the team.

REQUIREMENTS:

Technical Requirements and Experience:

Essential (E), Beneficial (B).

• Technical Qualification or equivalent experience (E)
• 3+ Years of 3rd Line Support (E)
• 5+ Years of Customer Service Experience (E)
• Network configuration working knowledge (E)
• Linux (Centos / Ubuntu) working knowledge (E)
• 3+ years Contact Centre in production support experience essential, e.g., technologies particularly Omni Channel solutions (E)
• Experience with VoIP applications (Asterisk, FreePBX, Elastix, Vicidial, Queuemetrics etc.) (E)
• 3+ years’ experience with VoIP and IP Telephony technologies: SIP, DNS, RTP, IP-PBX, IP devices (E)
• Working knowledge with WAN / LAN / system monitoring tools (e.g. Zabbix and Grafana and VoIP monitor) (E)
• Network diagnostic skills (E)
• Excellent problem solving and debugging skills with TCP/IP UDP tools (E)
• Working knowledge of APIs and integrations (E)
• Previous training experience (B)

ATTRIBUTES:

• Technical & Analytical Competencies: Exceptional analytical and troubleshooting skills, with a logical approach to diagnosing and resolving complex technical issues.
• Operational Excellence & Process Management: Strong process orientation and organisational skills, including meticulous attention to detail an