Job Title: 2nd Line VoIP / Network EngineerLocation: Pencoed, WalesSalary: 26,000 - 30,000 per annumJob Type: Full time, PermanentWorking Hours: Mon - Fri 09:30 to 18:00About Flotek Group:Flotek Group is the fastest-growing tech company in the Southwest, delivering IT and communication technology to small and medium businesses. With regional sales and support hubs across the South West, we are committed to our core values and principles, ensuring every product and service is provided with expertise, passion, and dedication.Role Overview:We are seeking a skilled and enthusiastic 2nd Line VoIP Engineer with experience in the ICT sector, particularly in VoIP/SIP and IP networks. The successful candidate will handle inbound technical support calls, resolve and triage issues, and, when necessary, escalate them to the engineering team. This role may also involve visiting customer sites for on-site support.Key Responsibilities:Handle inbound calls from customers requiring technical support for VoIP systems.Troubleshoot and resolve VoIP, SIP, and network-related issues remotely via phone and email. If unable to resolve at first contact, triage the incident/request and escalate to senior team members.Investigate and monitor telecoms, Wi-Fi, and network issues, ensuring resolution within SLAs.Communicate clearly with end-users, colleagues, and management to resolve issues promptly and ensure customer satisfaction, updating all open cases with relevant information.Visit customer sites t