Technical Helpdesk Agent - VoIP & Telecoms

• Provide first-line technical support to clients via phone, email, or ticketing systems regarding VoIP and telecommunications issues.
• 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.

Do you have experience in VoIP?, Job Overview: We are seeking a technically proficient individual to join our team as a Technical Helpdesk Agent specialising in VoIP (Voice over Internet Protocol) and Telecoms. The ideal candidate will possess a solid understanding of VoIP technologies, telecommunications systems, and excellent troubleshooting skills to provide top-notch technical support to our clients., * 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.
• Recent certification or active plans to achieve LPIC-1 or CompTIA Linux+ are highly desirable.

Preferred Qualifications:

• 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 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.