Advanced Telecommunications Support Professional

1 week ago

Bournemouth, Bournemouth, United Kingdom 4Com Plc Full time
Job Description

**About 4Com Plc**

4Com Plc is a leading provider of innovative telecommunications solutions, specializing in the development, deployment, and support of proprietary VOIP telephone systems for small to medium-sized businesses in the UK.

**Job Summary**

We are seeking an experienced and highly skilled Senior Telecoms Support Specialist to join our Customer Support Team. As a key member of our team, you will be responsible for providing advanced technical support for our HiHi VOIP telephone systems, resolving complex customer issues related to telephony, networking, and internal systems.

**Key Responsibilities**

• Provide expert technical support for HiHi VOIP telephone systems, including troubleshooting and resolving complex technical faults.

• Administer and configure telephony systems and hardware, ensuring seamless integration and optimal performance.

• Perform diagnostics and monitoring of broadband connectivity issues, identifying and resolving problems efficiently.

• Document customer interactions, system changes, and troubleshooting steps in Dynamics 365 CRM, maintaining accurate and up-to-date records.

• Collaborate with internal teams to develop and validate technical documentation, processes, and products, ensuring they meet the highest standards.

• Communicate complex technical concepts to non-technical customers in a clear and concise manner, handling customer complaints and escalations professionally and effectively.

**Requirements**

• In-depth knowledge of VOIP technology and terminology, including various codecs (G.711, G.729, H.264).

• Understanding of SIP and RTP/RTCP protocols, including SIP trunking.

• Experience deploying, configuring, and supporting telephony hardware (IP phones, ATA, headsets, DECT, access control systems).

• In-depth knowledge of TCP/IP, DHCP, DNS, and other fundamental networking principles.

• Expertise in subnetting, routing, and switching.

• Understanding of broadband connectivity options (FTTC, FTTP, Ethernet, satellite) and skilled in broadband diagnostics and monitoring (SNR, latency, packet loss).

• Excellent verbal and written communication skills, with the ability to explain technical concepts in simple terms.

• Experience installing and supporting equipment from vendors such as Yealink, Poly, Grandstream, Snom, Jabra would be beneficial.

• A full clean UK Driving Licence.

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