First Line Technical Support Engineer ( VoIP )
Role details
Job location
Tech stack
Job description
Working as part of our technical support team, you will be responsible for dealing with first line technical support queries from our customer. These will range from general product information queries to diagnosing and fixing complex problems.
You will learn about Voice-over-IP technologies, gaining experience from technical experts in-house with the potential for outside training and qualifications. Our customers are resellers who generally have technical knowledge themselves so you will be handling complex and interesting jobs.
You will also learn about Linux operating systems as our internal IT infrastructure is mostly Linux based.
Main duties
- Responding to inbound technical support queries via email and telephone
- Creating and assigning support tickets to appropriate team members
- Testing new products and services, troubleshooting issues, and solving problems
- Ensuring timely and effective customer service by addressing inquiries promptly
- Assisting in creating documentation, including how-to guides and blog posts on technical topics
- Prioritising tasks and managing your workload efficiently
- Handling internal support requests from staff, prioritising tasks, performing maintenance and repairs, and documenting work on internal IT equipment
- Providing technical training both internally and externally based on business needs
- Delivering technical training to customers
- Supporting the Sales team by joining conference calls with customers to help answer any technical questions
Requirements
Do you have experience in VoIP?, Do you thrive on working with cutting-edge technology?
Are you good on phone ?
Are you a natural problem solver with a passion for understanding how things work?
Are you eager to advance your career by diving into the future of telephony?
Do you want to be part of an award-winning technical support team?, We see the following skills & qualifications as being useful in this position. But do not be put off if you are missing any as we are interested in finding people who get enjoyment from learning new things:
- Good written skills and telephone manner
- Educated in a technology related field (e.g. degree, BTEC, Diploma or A-level etc...)
- Some work experience in the tech-support area or a genuine interest in IT
- Intermediate to advanced knowledge of IP networking, Internet technologies
- Any experience with Linux and open-source software
- Knowledge or experience of telephony systems (new or old)
- Above all, you enjoy learning as we are always trying to keep ahead of the curve by learning about new technology
Benefits & conditions
We're a small, friendly team who are passionate about the work we do. We pride ourselves as being leaders in our field and strive to provide the very best service we can. We know that our team is one of our core strengths, therefore we look to develop our staff and their careers wherever we can and offer a comfortable, fun environment.
After six months of employment, you will enter the company bonus scheme which pays a quarterly bonus based on the performance of both the company and you.
Benefits include:
- Company pension contributions up to 10%.
- 20 days holiday + Bank holidays (increasing per year served)
- A modern, stylish workplace in a converted Yorkshire mill with full heating and air conditioning
- Cycle to Work Scheme
- Home & Tech Scheme
- A great working atmosphere. You will not be micro-managed or expected to meet unrealistic deadlines
- As much free coffee, tea, cordial as you can drink
- Free Eye tests
- Personal accident insurance
- We reward performance rather than time served - if you do well here you will find plenty of opportunity to progress your career
- Regular company social activities
- Salary
- Starting at £25.5k (plus quarterly bonus)
- Strictly no agencies.
- No Visa Sponsership available for this role
Job Types: Full-time, Permanent
