Overview

Third Line Technician

Annual Salary: Up to £37,000, dependent on experience
Location: Hampshire
Job Type: Full-time - hybrid
Hours: 35 hours per week, Monday to Friday 09:00-17:00, plus on-call rota

Responsibilities

• Advanced Technical Support: Resolve complex hardware, software, and network issues escalated from lower-tier support. Conduct root cause analysis and implement long-term solutions. Manage high-impact incidents to ensure minimal business disruption.


• Server & Application Support: Troubleshoot server issues across cloud (AWS), on-premise, and embedded environments. Support applications written in Node.js and manage FreeSwitch systems. Apply over-the-air firmware updates and monitor system performance.


• SIP, VoIP & Network Management: Maintain and troubleshoot SIP-based communication systems including VoIP and VoLTE. Configure SIP trunks and resolve complex call routing and quality issues. Manage network configurations affecting SIP traffic, including firewalls, NAT, and QoS.


• Knowledge Sharing & Documentation: Mentor junior technicians and contribute to internal training. Create and maintain detailed documentation and system diagrams.


• Vendor & Supplier Liaison: Collaborate with third-party vendors to resolve technical issues. Assist in managing SLAs and ensuring service quality.

Required Skills & Qualifications

• Proven experience of at least 3-5 years in a second or third-line IT support role, managing escalated issues and providing advanced troubleshooting.


• Strong knowledge of Linux and Windows systems, and experience with FreeSwitch.


• Experience with AWS infrastructure and cloud services.


• Deep understanding of SIP, VoIP, VoLTE, STUN, and firewall bridging.


• Proficiency in Node.js application support and server diagnostics.


• Hands-on experience using tools for SIP analysis, such as Wireshark, SIP Traces, or packet analysers.


• Excellent problem-solving and communication skills.


• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).


• Certifications such as Microsoft Certified: Azure Administrator, or equivalent.

Benefits

• 161 hours holiday rising to 175 hours with length of service plus Bank Holidays.


• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.


• 24/7 employee assistance programme with an easily accessible app.


• Family and friends' discounts on our services & products.


• Cycle to work incentive.


• Pension Scheme, up to 4% Company matched.


• Free on-site parking.

If you are interested in this position please apply online or for more information please contact me on