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Junior Customer Support Engineer

Junior Customer Support Engineer

Objective of the Role   

A member of the Customer Support team, Support Engineers provide support and maintenance services to Semafone’s customers. At all times adhering to PCI processes and controls, the SE will assist in meeting service uptime targets and ensuring that deployment efficiencies are met. 

Key Accountabilities and Responsibilities       

  • Provide 1st-line support desk services – receive customer calls, gather all relevant information, qualifying and logging issues within Semafone’s ticketing system
  • Update the ticket management system – ensure all customer issues are appropriately updated and tracked through to conclusion within each customers contracted SLA’s
  • Perform basic health checks on the Customer’s platforms
  • Determine if a Semafone issue is within the Telephony or Data areas
  • Collect logs for analysis
  • Collect traces for analysis
  • Analyse Semafone logs
  • Where appropriate refer customer issues to 2nd level support
  • Carry out scheduled maintenance activities on live customer platforms, including system health-checks, product patch updates, vulnerability patch updates and full product upgrades.
  • Assist the delivery teams to build and deploy new customer solutions based on low level design specifications.
  • Adhere to all Semafone and PCI Service Level Provider process and procedures
  • Ensuring a professional representation of Semafone at all times (internally and externally)
  • Working effectively with all areas of the Semafone Sales, Operations and IT teams to ensure the customers are receiving an excellent service
  • Assist with adhoc Semafone internal network and IT tasks from time to time

Key Competencies

  • Strong spoken and written English Language skills
  • Good problem-solving and trouble shooting skills, with attention to detail and ability to work under pressure
  • Linux OS experience
  • Linux based server builds
  • Creating and maintaining VMs
  • Good working knowledge of TCP/IP networking – firewalls and routers an advantage
  • Willingness to work flexible hours as required to cover Semafone’s operational support requirements

Key Skills & Experience

  • Degree level qualification or equivalent IT knowledge to the required level
  • SIP/VOIP experience would be useful
  • Hands-on TDM/VOIP Telephony experience, Cisco routers experience
  • ITIL experience

Benefits & Culture

We are a market leader in secure voice transactions and trusted by our customers and partners.  We are on a journey to secure all personal data.  We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment.  We are passionate, work hard, have fun and celebrate success.

What we'll give you;

  • 25 Days Holiday
  • Competitive Salary
  • Up to 10% Bonus
  • 4 x Salary Life Insurance
  • Vitality Health Insurance
  • HealthShield Cash Back Plan
  • Employee Assistance Programme
  • Bespoke Discounts and Communications Hub
  • Up to 5% Contributory Pension

Semafone is well funded and growing fast, you’ll be joining an organisation that combines an entrepreneurial ‘start-up’ culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.

*All final interview candidates will be subject to a DBS check as a pre-condition of a potential offer of employment. Any information found will be considered when making the final hiring decision. Please be aware that the background check process will not go ahead without your written consent.

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Pannell House
GU1 4HN Guildford Directions info@semafone.com 0845 543 0822

More than just a job...

Here at Semafone it's all about delivery and we pride ourselves in providing a flexible working environment which aims to support our staff as they journey through their career.  

For country-specific benefits check out each job role, but what else do you get besides your all important salary?

  • Bespoke Discounts & Communications Hub

    perkSTIR is our internal communications hub which houses a whole host of retailer discounts where you can literally save £/$000's a year!

  • Work / Life Balance

    We offer excellent time off benefits and promote flexible working whenever we can.

  • Great Physical Space

    We've got fabulous new offices in all locations. All mod-cons and tech'd up to the rafters it's a technologist's dream location.

  • Team Events

    We regularly get together as either individual teams, location-specific or the whole business. A highlight is our annual offsite, 'FraudSTIR' which involves internal and external presentations, team-building activities and lots of opportunities for socialising!

Workplace & Culture


Our company values aren't just words on a page to us.  They're intrinsic to the way we operate and vital to our success.  When they're effectively demonstrated wonderful things happen, so it's no wonder we recruit to our values and culture.


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