Service Desk Engineer

Client Support Birmingham, United Kingdom



The role of Service Desk Engineer is mainly office based, however from time to time, dependent upon the needs of the business. There may be a requirement to attend and service clients PBX’s on site, or conduct site surveys. The Service Desk Engineer will professionally respond to all customer support requests and manage customer communication with key clients directly.

Where required, escalating support issues and or escalating to service partners/suppliers. Careful co-coordination of involved parties to ensure satisfactory resolution/ delivery of faults / maintenance requests according to Callstream practices.

  • Service/Maintain client PBX’s when possible in house, via remote access
  • Maintain and Administer in house Avaya Server Edition PBX
  • Assist the Customer Service team with PBX/WLR3/SIP and Networking fault diagnostics
  • Undertake site surveys and produce reports when necessary
  • Generate quotations for hardware or installations for the Service Delivery Manager or Sales team
  • Responsible for all system and company stock and provide monthly stock reports to accounts
  • Administration of the company Domain Controller and respective servers
  • Administration and maintenance of the company network infrastructure and security
  • Provide local support for all in house user’s IT equipment and network devices
  • Provide quarterly security and administrative audit reports to head office
  • Administer and support the cloud based email client
  • Adhere to Callstream Health & Safety procedures and ensure all relevant correspondence is obtained from partners/suppliers
  • Liaise with the Accounts Department to ensure all system/engineering projects are raised and revenue tracked accordingly
  • Day to day running of Callstream system related enquires

Key requirements

  • Proven experience in installing and maintaining IP/PBX systems:
    • Essential: Avaya V10.x and lower (ADI&PLDS) - ACSS not essential but preferable
    • Essential: NEC Xn120 and SL1100 installation and maintenance experience
    • Desirable: Panasonic and any other business phone systems would be a benefit
  • Solid working knowledge of 1308 and CAT5e cabling, cable management and fault finding

About j2 Global

Founded in 1995, j2 Global® (NASDAQ:JCOM) is an award winning, leading provider of Internet services through its two divisions: Business Cloud Services and Digital Media.

The Business Cloud Services Division offers Internet fax, virtual phone, hosted email, email marketing, online backup, unified communications and CRM solutions. It markets its services principally under the brand names eFax®, eVoice®, FuseMail®, Campaigner®, KeepItSafe® and Onebox® and operates a messaging network spanning 49 countries on six continents.

The Digital Media Division, created with j2 Cloud Services’ November 2012 acquisition of Ziff Davis, Inc.

Ziff Davis, Inc. is the leading digital media company specializing in the technology, gaming and men's lifestyle categories, reaching over 117 million unique visitors per month. Ziff Davis sites include,,,,,, and Ziff Davis also operates NetShelter, the largest community of technology publishers dedicated to consumer electronics, computing and mobile communications. Ziff Davis B2B is a leading provider of online research to enterprise buyers and high-quality leads to IT vendors.

As of December 31, 2016, j2 Cloud Services had achieved 21 consecutive fiscal years of revenue growth.

For more information about j2, please visit

Our Culture:

At j2 Global®, we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work.

J2 Global offers competitive salaries, health benefits, a 401k, and company-sponsored events. If you’re seeking a dynamic work environment where you can see the direct impact of your performance, then j2 is the place for you.

J2 Global® is an Equal Opportunity Employer.