Technical Helpdesk Agent

As a Technical Helpdesk Agent, you'll be the first point of contact for clients experiencing VoIP and telecoms-related issues. You'll use your troubleshooting skills and technical knowledge to diagnose problems, support customers, and ensure their communication systems run smoothly.

You'll work closely with internal teams, contribute to knowledge-base improvements, and continually grow your expertise in VoIP systems.

Responsibilities

Provide first-line support via phone, email, and ticketing tools for VoIP and telecoms queries * Diagnose and resolve issues related to VoIP hardware, software, call quality, and network connectivity * Assist customers with setup and configuration of VoIP phones, routers, switches, and related devices * Escalate complex technical issues to specialist teams when required * Maintain accurate documentation of all issues and resolutions * Update and contribute to internal knowledge-base articles and FAQs * Support routine maintenance, updates, and system checks on VoIP platforms

• Previous experience in a technical support or helpdesk role within VoIP or telecoms
• Familiarity with ticketing systems (Jira Service Desk preferred)
• Excellent communication skills - able to explain technical issues clearly to non-technical users
• Strong troubleshooting and analytical abilities
• Ability to work both independently and as part of a team in a fast-paced environment
• LPIC-1 or CompTIA Linux+ (or working towards these) is highly desirable

Essential Criteria

• Knowledge of cloud-based VoIP solutions
• Understanding of VoIP protocols such as SIP, RTP and core networking concepts (TCP/IP, PBX, PSTN)
• Experience with VoIP hardware/software: desk phones, DECT systems, softphones, etc.
• Proficiency with diagnostic tools (Wireshark, ping, traceroute)
• Familiarity with remote support tools (TeamViewer, AnyDesk, RDP)
• Certifications such as CCNA or VoIP-related qualifications are advantageous
• Understanding of ITIL practices

• Competitive salary: £28,000-£32,000
• Company pension and other benefits

Please send CV to Colleen Farquharson via the apply link

Brook Street Recruitment is partnering with a leading Belfast-based telecoms provider to recruit a Technical Helpdesk Agent with experience in VoIP and telecommunications support. This is an excellent opportunity for someone who enjoys helping customers and working with modern communication technologies.