Technical Helpdesk Agent
3 weeks ago
Job Summary:
**Duties**:
- 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 analytical skills with a keen attention to detail.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred:
- 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 (Deskphones, 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.
Pay: £23,000.00-£26,000.00 per year
**Benefits**:
- Company pension
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
**Education**:
- GCSE or equivalent (preferred)
**Experience**:
- Technical support: 1 year (preferred)
- Customer service: 1 year (required)
Work Location: In person
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