Graduate VoIP Support Trainee


As part of the Pure IP Support Team, this role is an excellent opportunity for graduates looking for a career as a VoIP support engineer. Benefitting 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

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