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Graduate VoIP Support Trainee

  • Team: Support
  • Location: London


As part of the Pure IP Support Team, this ole is an excellent opportunity for graduates looking for a career as a VoIP support engineer. Benefitiing from the experience and expertise already in the team, you will learn how to provide excellent technical support for customers in a busy work environment that challenges you to achieve the highest standards to become a VoIP Support Engineer.



The main responsibilities of this role include:

  • Learn how to use service management tools as part of your work, making use of the key support processes. Event, incident, problem and change management.
  • Work as part of a team of support engineers by monitoring the work queue (ServiceNow). Assign and work on appropriate tasks that fit skills and knowledge.
  • Learn how to use dashboards and reports to help in the analysis of the team’s work.
  • Answering calls that come into the support desk from customers and vendors. Capturing the details of the conversations into the relevant ticket.
  • Learn how to process vendor and customer maintenance notifications.
  • Learn how to use and work with the monitoring system and how to respond to and manage alerts.
  • Continuously develop knowledge and skills to provide diagnosis for customer faults using known troubleshooting procedures and following processes to meet SLA.
  • Provide resolution to an increasing range of faults as skills and experience develops.
  • Learn how to work with telephony providers and other vendors to report, debug and resolve faults.
  • Identify and document support procedures to improve your knowledge and to add to the knowledge base.
  • Project assignments based on business requirements and skills of the employee
  • Be aware of and follow the requirements for classification and handling of all information accessed or processed, as is defined within Pure IP’s Information Classification and Handling Policy.
  • Attend all Security Training sessions and follow company’s Security Incident Management Process to report security events.
  • Follow guidelines for physical security of the equipment provided and observe clear desk and clear screen policy as defined in company’s Physical and Environmental Security Policy

Key Skills

VoIP Support Trainee should have some understanding about working on a Support Desk and have a technical background with strong attention to detail and ability to work to the highest standards and backed up by excellent customer support skills.

  • An understanding of SIP / VoIP.
  • Practical knowledge of Telecoms networks and call flows.
  • A good working knowledge of IP networks and TCP/IP skills.
  • Understanding of call traces and basic analysis of packet captures.
  • Experience in speaking and writing to customers.
  • Exposure to IP telephone systems.
  • Exposure to Linux that includes networking, scripting languages, virtualisation.
  • 1:1 or 2:1 university degree.

Personal Attributes

  • Manage time effectively, prioritising tasks and completing them successfully within a deadline.
  • Able to learn from others and ability to learn on the job.
  • Excellent problem-solving skills with attention to detail
  • Express yourself clearly and confidently in speech and in writing
  • Strong team player who works confidently within a group
  • Act on own initiative and be proactive in putting forward ideas and solutions to the team
  • Flexible to changing situations & environments and looking for a better way of doing things
  • Enjoy working in a fast-paced ever-changing environment with a heavy workload.
  • High degree of intellectual curiosity

Graduate VoIP Support Trainee

  • Team: Support
  • Location: London

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