3rd Line Telco Engineer

at  Agilico Workplace Technologies

Job role: 3rd Line Telco Engineer
Department: Telco
Location: Gateshead
Working Pattern: Monday to Friday (37.5 hours per week) - 3 days in Office
Contract: Permanent
Reporting to: Gavin Burke (Head of Technical Operations)

JOB SUMMARY

The 3rd Line Telco Engineer will be responsible for providing expert-level technical support for complex telecommunications issues, performing advanced diagnostics, and collaborating with other support teams to ensure the highest levels of service reliability and performance. This role requires deep technical knowledge, strong problem-solving skills, and the ability to lead critical projects.

REQUIREMENTS

Education

• Bachelor’s degree in Telecommunications, Computer Science, Information Technology, or related field, or equivalent experience.Experience
• Minimum of 5 years of experience in a telecommunications support role, with at least 2 years in a 3rd line or similar expert-level position.Technical Skills
• Proficiency in telecom network infrastructure, including routers, switches, firewalls, and other telecom equipment.
• In-depth knowledge of telecommunications protocols and systems such as VoIP, SIP, PSTN, and mobile networks.
• Experience with telecom monitoring and diagnostic tools.
• Familiarity with telecom regulatory and compliance requirements.

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and lead projects.
• Detail-oriented with strong organizational skills.

Flexibility

• You may be required to work overtime when necessary due to customer requirements.
• You may be required to work in a different department to back fill engineers.Travel
• Travelling to customer sites throughout the UK maybe required.

PREFERRED QUALIFICATIONS

• Relevant certifications such as Cisco CCNP, CompTIA Network+, CompTIA Security+, or similar.
• Experience with telecom-specific software and platforms (e.g., Asterisk, FreeSWITCH).
• Knowledge of scripting languages (e.g., Python, Bash) for automation tasks.

Technical Support

• Provide 3rd line support for telecommunications systems, including VoIP, SIP, PSTN, and mobile networks.
• Resolve complex technical issues escalated from 1st and 2nd Line Support teams.
• Conduct root cause analysis for recurring issues and implement long-term solutions.

System Maintenance

• Perform advanced configuration, maintenance, and monitoring of telecom equipment and systems.
• Plan and implement system upgrades, patches, and improvements to ensure optimal performance.

Project Management

• Lead and participate in telecommunications projects, including system upgrades, migrations, and new implementations.
• Collaborate with other IT teams and external vendors to ensure project success.

Incident Management

• Manage and document the lifecycle of critical incidents from initial report to resolution, including post-incident reviews.
• Develop and maintain incident response procedures and protocols.

Customer Service

• Provide expert advice and support to customers and internal teams on telecommunications matters, including training.
• Ensure timely and effective communication with stakeholders regarding issue status and resolution timelines.

Documentation

• Create and maintain detailed technical documentation, including network diagrams, configuration guides, and operational procedures.
• Develop and deliver training materials and sessions for 1st and 2nd Line Support teams.

Continuous Improvement

• Identify and implement improvements to telecommunications processes and practices.
• Stay updated with the latest industry trends, technologies, and best practices.