Technical Helpdesk Agent

1 month ago

Belfast, United Kingdom Brook Street Full time
Brook Street is delighted to be working on behalf of our client in Belfast City Centre who are seeking a technically proficient individual to join our team as a Technical Helpdesk Agent specialising in VoIP (Voice over Internet Protocol) and Telecoms.
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 £23-25k
Please send CV to Colleen Farquharson via the link

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