Experienced IT & Technical Support Agent (VoIP & Broadband)

We are looking for an experienced IT / Technical Support Agent to join our growing support team. This role is ideal for someone with a strong background in ISP-level technical support, combined with hands-on experience supporting VoIP platforms and business IT environments.You will be responsible for providing high-quality technical support to residential and business customers, resolving broadband, networking, VoIP, and general IT issues efficiently and professionally. You'll act as a key technical contact, ensuring customers receive a reliable service and excellent support experience., Broadband & ISP Technical Support

• Provide 1st and 2nd line technical support for residential and business broadband services
• Diagnose and resolve issues across:
• FTTP / FTTC / Ethernet / Leased Lines
• PPPoE, IPoE, VLANs, NAT, IPv4 / IPv6
• Routers, firewalls, Wi-Fi, LAN and WAN configurations
• Troubleshoot connectivity, latency, packet loss, speed, and stability issues
• Work with carrier networks, wholesalers, and suppliers to resolve escalated faults
• Support and provision CPE including routers, ONTs, switches, and VoIP handsets
• Maintain accurate ticket notes, fault updates, and resolution documentation

VoIP & Telephony Support (Key Focus)

• Provide technical support for VoIP platforms and hosted telephony solutions
• Configure and troubleshoot:
• SIP trunks
• Hosted PBX systems
• IP handsets (Yealink, Cisco, Poly, etc.)
• Softphones and mobile VoIP apps
• Diagnose call quality issues (jitter, latency, packet loss, one-way audio)
• Support number porting, call routing, IVRs, hunt groups, voicemail, and call recording
• Assist business customers with VoIP migrations and new deployments
• Liaise with upstream VoIP carriers and platform providers when required

Business IT & Networking Support

• Support small to medium-sized business customers with IT and network-related issues
• Troubleshoot firewalls, switches, VLANs, VPNs, and site-to-site connectivity
• Assist with Microsoft 365, email services, DNS, and basic cloud integrations
• Provide guidance on network design, QoS for VoIP, and best-practice configurations
• Support failover and resilience solutions (dual WAN, backup connectivity)

Do you have experience in VoIP?, * Proven experience in a technical support role within an ISP, MSP, or telecoms environment

• Strong understanding of IP networking fundamentals
• Hands-on experience supporting VoIP systems and SIP-based services
• Ability to troubleshoot complex issues methodically and independently
• Excellent communication skills - able to explain technical issues clearly to non-technical customers
• Experience using ticketing systems and documenting technical work

Desirable:

• Experience with TR-069 / ACS platforms
• Knowledge of carrier-grade networking or wholesale broadband products
• Experience supporting business-grade firewalls (e.g. MikroTik, DrayTek, Cisco, FortiGate)
• Familiarity with QoS, traffic shaping, and VoIP optimisation
• Exposure to Linux, networking tools, or scripting (basic level), * A proactive problem-solver who enjoys troubleshooting and learning
• Someone comfortable working with both residential end-users and business customers
• A team player with a strong customer-service mindset
• Ability to manage multiple tickets while maintaining attention to detail
• Passion for technology, networking, and VoIP solutions

Hull Fibre is a leading internet service provider based in Hull, dedicated to delivering reliable broadband solutions to both residential and business customers. We pride ourselves on our commitment to quality service and innovative technology, fostering a collaborative and customer-focused work environment.