Lead VOIP Support Specialist

4 weeks ago

Bournemouth, Bournemouth, United Kingdom 4Com Plc Full time
About 4Com Plc

4Com Plc is a premier provider of VOIP communication solutions, focusing on the innovation, implementation, and maintenance of our unique HiHi phone system tailored for small to medium enterprises across the UK. Our commitment lies in offering state-of-the-art telephony services while serving as a comprehensive resource for all business communication requirements.

Position Overview

We are on the lookout for a seasoned and proficient Lead VOIP Support Specialist to enhance our Customer Support Team. In this role, you will utilize your extensive expertise in VOIP technologies, network infrastructure, and outstanding customer service capabilities to troubleshoot and resolve intricate technical issues through direct engagement with clients. Occasional travel to client locations may be necessary to ensure complete resolution of challenges.

Key Responsibilities
  • Delivering expert technical assistance for HiHi VOIP communication systems.
  • Addressing complex client inquiries related to telephony, networking, and internal systems.
  • Managing and configuring telephony systems and associated hardware.
  • Conducting diagnostics and monitoring of broadband connectivity issues.
  • Documenting client interactions, system modifications, and troubleshooting procedures in Dynamics 365 CRM.
  • Contributing to the creation or validation of new technical documentation, processes, and products, ensuring they are effectively integrated and operational.
  • Translating technical concepts into layman's terms for non-technical clients, while professionally managing customer complaints and escalations.
What We Offer

As a Lead VOIP Support Specialist at 4Com, you will enjoy:

  • A competitive salary of up to £45,000 per annum, depending on experience.
  • An engaging role that fosters personal and professional growth.
  • 24 days of annual leave plus bank holidays, increasing by one day each year.
  • A referral program for bringing in new talent.
  • Exclusive discounts through Vodafone Advantage.
  • Monthly company incentive draws and catered lunches.
  • Discounted gym memberships.
  • Access to an Employee Assistance Programme.
  • Private health insurance after one year of service.
  • A company pension scheme.
Candidate Requirements

We are seeking individuals who possess:

  • Comprehensive knowledge of VOIP technology and terminology, including familiarity with various codecs (G.711, G.729, H.264).
  • Understanding of SIP and RTP/RTCP protocols, including SIP trunking.
  • Experience in deploying, configuring, and supporting telephony hardware (IP phones, ATA, headsets, DECT, access control systems).
  • In-depth understanding of TCP/IP, DHCP, DNS, and other fundamental networking principles.
  • Expertise in subnetting, routing, and switching.
  • Knowledge of broadband connectivity options (FTTC, FTTP, Ethernet, satellite) and proficiency in broadband diagnostics and monitoring (SNR, latency, packet loss).
  • Excellent verbal and written communication skills.
  • The ability to convey technical concepts in simple terms.
  • Experience with equipment from vendors such as Yealink, Poly, Grandstream, Snom, Jabra is advantageous.
  • A full clean UK Driving Licence.

We invite you to consider this opportunity to join our dynamic team at 4Com Plc.

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