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Lead VOIP Support Specialist

3 months ago

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

4Com Plc is a premier provider of VOIP communication solutions, dedicated to 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 and serving as a comprehensive resource for all business communication requirements.

Position Overview

We are in search of 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, networking principles, and outstanding customer service abilities 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 concerns.

Key Responsibilities
  • Delivering advanced technical assistance for HiHi VOIP telephone systems.
  • Addressing complex client challenges related to telephony, networking, and internal systems.
  • Managing and configuring telephony systems and associated hardware.
  • Conducting diagnostics and monitoring of broadband connectivity challenges.
  • 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.
  • Communicating technical concepts to non-technical clients in a clear and understandable manner, 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 friends.
  • Discounts through Vodafone Advantage.
  • Monthly company-targeted draws and incentivized lunches.
  • Reduced gym membership fees.
  • Access to an Employee Assistance Programme.
  • Private health insurance after one year of service.
  • A company pension scheme.
Candidate Requirements

We are looking for candidates 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 essential 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.

If you believe this position aligns with your career aspirations, we encourage you to reach out to us.