2nd Line Engineer

A passionate, self-motivated Unified Communications 2nd Line Engineer is required to join one of the UK’s leading independent solutions provider.

About the job

Borehamwood, Hertfordshire
Permanent, Full-time
Monday to Friday: 37.5 hours per week
Start as soon as possible

This is a superb opportunity for an individual who enjoys everything about solution providing. Not only is this a rewarding role where you can help others on a day to day basis; but you will also be working for a company who are continuing to expand and reward their staff well. This results both in terms of incentives and training, along with the chance of progress in your career with us.

As a Unified Communications Engineer, you are the first point of contact for our customers. Consequently you will be handling a high volume of telephone, email and furthermore  live chat enquiries. First of all this is where you will be delivering exceptional customer service that exceeds all expectations.
You will also spend time at customer sites from a pre-sale, install, fault resolution and customer support perspective.

Moreover you will be responsible for providing business support to a portfolio of accounts. You will be building close working relationships with our customers, as well as ensuring maximum customer satisfaction, opportunity for growth and finally customer retention.

Duties & Responsibilities

  • Dealing with customer and technical queries over the phone, email and via our web chat to ensure 100% customer satisfaction

  • Complex tasks and faults resolution

  • Working closely with the Account Management team

  • Understand customer needs and recommend and thereafter build solutions that meet these needs

  • Project management of new system installations

  • Ensuring all communication is recorded and activities updated on the CRM system

  • Building strong and enduring personal relationships with customers

  • Liaise with third parties 

  • Work to service level agreements

  • Escalating customer complaints

  • Be the main point of contact for Vodafone on behalf of the UC technical team

  • Run line tests and also remote diagnostics

  • Configure Horizon, Cloud5, One Net systems, Samsung and additionally Panasonic platforms 

  • Order and configure hardware such as routers

  • Horizon site surveys

  • Provide remote and onsite implementation of network and infrastructure changes to support new business models

  • On site customer meetings

  • Provision fixed line products

  • Book analogue line and broadband & ethernet installation as well as migrations

  • Produce service agreements

  • Set-up and deployment of MDM products

Skills and Experience required as a 2nd Line Engineer

  • Minimum 2 years’ of experience working in a similar role
  • Previous experience in delivering an outstanding customer service
  • Excellent organisational skills
  • Excellent communication and listening skills
  • Ability to work in a fast-paced environment
  • Positive team participation as well as being able to work independently
  • Problem-solving skills
  • Ability to handle multiple tasks and relationships
  • High detail-oriented and motivated


We value our employees and are committed to providing them with a workplace which is both safe and secure.
Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all.  
Read more about our employee commitment on our careers page, and find some of our benefits here: 

  • 24 days annual leave entitlement (Increase on years’ service up to 30)
  • Additional day off for your Birthday
  • Private Health Insurance with discounted perks; (such as gym membership, cinema tickets, flight and hotels)
  • Bupa Dental Plan
  • Eye care contribution
  • Pension scheme
  • Staff Incentives and recognition

Apply now for success

2nd Line Engineer

2nd Line Engineer

do you want to join the Redsquid team as a 2nd line engineer?

At Redsquid we are all about making a difference to our customers with the use of technology. An innovative provider of solutions within IoT, Cyber Security, ICT, Data Connectivity and furthermore Voice solutions.
We are here to improve our customers businesses as well as their operations. Therefore with the use of technology we make them more efficient, increase productivity and reduce costs. 

Join our team and help us fulfil this mission by providing outstanding solutions and exceptional service to our customers!

Want to know more about us?

How it all began