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Brook Street is delighted to be working on behalf of our client in Belfast who are seeking a technically proficient individual to join their team as a Level One Technical Support Agent - specialising in VoIP (Voice over Internet Protocol) and Telecomms
The ideal candidate will possess a solid understanding of VoIP technologies, telecommunications systems, and excellent troubleshooting skills to provide top-notch technical support to our clients.
Duties:
- Provide first-line technical support to clients via phone, email, or ticketing systems regarding VoIP and telecommunications issues.
- Diagnose and resolve technical issues related to VoIP hardware, software, and network connectivity.
- Assist clients with configuring and troubleshooting VoIP phones, routers, switches, and related equipment.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Document all client interactions, technical issues, and resolutions in the ticketing system.
- Continuously update knowledge base articles and FAQs to facilitate self-service troubleshooting for clients.
- Perform periodic system maintenance tasks and upgrades to ensure optimal performance of VoIP systems.
Experience:
- Proven experience working in a technical support role or customer support role, preferably in a VoIP or telecommunications environment.
- Experience with ticketing systems (Jira Service Desk preferred).
- Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.
- Strong problem-solving and analytic skills with a keen attention to detail.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred/ Desirable
- Knowledge of cloud-based VoIP solutions
- Strong understanding of VoIP protocols (SIP, RTP, TCP/IP) and telecommunications concepts (PBX, PSTN).
- Familiarity with VoIP hardware and software solutions (Desk phones, Dect, Softphone etc.).
- Proficiency in network troubleshooting and diagnostic tools (Wireshark, Ping, Traceroute).
- Familiarity with remote desktop support tools (TeamViewer, AnyDesk, Remote Desktop Protocol).
- Certifications such as CCNA, CompTIA Network+, or VoIP-specific certifications are a plus.
- Understanding of ITIL framework and best practices in IT service management.
This position offers the opportunity to work in a dynamic environment where you can enhance your technical skills while providing valuable support to our organisation.
Role is working Monday to Friday - office hours
Salary will depend on background - can discuss on application
Please send CV to Colleen Farquharson via the link
