Technical Support Engineer L2 – UCaaS & Business Communications

At Salt Business, we open the door for companies to the modern world of communication and IT technologies. Our drive: to inspire customers through expertise, clarity, and genuine commitment.

In Salt Business customer service, we do not see ourselves as a traditional call centre, but as a dedicated and personal partner to our customers.

Are you fascinated by the world of UCaaS, VoIP, and cloud telephony? Do you enjoy solving tricky technical issues through direct interaction with business customers? Do you analyse complex faults in the areas of Unified Communications, SIP, voice, and IP networks with foresight and a pragmatic approach? And are you keen to work closely with various support levels (L1, L2, L3)?

Then you are in the right place – strengthen our Business Division as

Your Responsibilities

As part of the Business Customer Care team, you will take on the following tasks:

• As a link between Level 1 (Customer Service) and Level 3 (experts and external partners), you will provide technical support at Level 2 for our business customers.
• You identify and resolve complex faults in the areas of UCaaS, business telephony, SIP trunking, VoIP, and IP-based communication solutions.
• If the underlying network environment affects communication services, you will examine LAN/WAN, routing, QoS, VPN, and SD-WAN in detail.
• During the integration, configuration, and optimisation of UCaaS and VoIP solutions, you will advise business customers and analyse signalling, voice quality, and connectivity issues.
• Throughout the entire incident process, you maintain proactive, professional communication in direct contact with customers.
• Together with Level 3 experts and external technology partners, you investigate complex fault analyses and continuously develop processes and solutions.
• Last but not least, you contribute to technical documentation, the optimisation of support processes, and knowledge transfer to Level 1.

Your Profile

• Completed training in computer science, telecommunications, or a comparable technical qualification.
• Several years of professional experience in technical support or engineering around Unified Communications, VoIP, or business telephony.
• Solid expertise in UCaaS, VoIP, SIP/SIP trunking, as well as cloud and enterprise telephony solutions.
• Experience in analysing complex voice, SIP signalling, number routing, and voice quality issues; RTP knowledge is an advantage.
• Sound understanding of IP networks, routing, and QoS, as well as the interactions between network and communication services.
• Experience with Microsoft Teams Phone, SBC technologies, or common PBX/UC platforms is an advantage.
• Familiarity with SD-WAN, LAN/WAN, VPN, firewall technologies, as well as monitoring and ticketing systems is a further plus.
• Strong analytical thinking, high willingness to learn, and a structured, solution-oriented working style.
• Enjoyment of direct contact with business customers, strong customer orientation, and team spirit.
• Fluent German in spoken and written form as well as good English skills; French and/or Italian are advantageous.

We Offer

• A modern, inspiring, and exciting working environment in the heart of Biel within a growing Business Division.
• Direct contact with business customers and a significant contribution to their satisfaction and long-term loyalty.
• Room for professional development in the areas of UCaaS, voice, and IP technologies, embedded in an experienced team.
• Varied and innovative projects in the IT and telecommunications environment.
• A free mobile subscription, valid throughout Europe.
• Attractive employment conditions and social benefits.
• Flexible working hours and a hybrid working model (up to 20% home office).
• Exclusive offers and discounts on our products and services.

Work Location

Biel, with occasional assignments directly at our business customers on site.

Would you like to contribute in a versatile and future-oriented environment? We look forward to meeting you! Apply directly online!

A current criminal record extract and debt collection register extract will be required upon employment.