Technical Helpdesk Agent x2

Working as part of the technical support function, you’ll be responsible for diagnosing and resolving customer issues across a range of VoIP and telecoms services.Your responsibilities will include:

• Providing first-line technical support via phone, email and ticketing systems
• Diagnosing VoIP, hardware, software and network connectivity issues
• Configuring and troubleshooting IP phones, DECT devices, softphones, routers and switches
• Investigating issues across SIP, RTP, TCP/IP, PBX and PSTN environments
• Using network diagnostic tools including Wireshark, Ping and Traceroute
• Providing remote technical support where required
• Managing incidents through the ticketing system and maintaining accurate technical records
• Escalating more complex faults to the appropriate technical teams
• Contributing to technical documentation, knowledge-base content and FAQs
• Supporting routine system maintenance and upgrades

We’re looking for someone with experience in a technical support, IT helpdesk or customer support environment, ideally with exposure to telecoms, VoIP or networking.You’ll need strong troubleshooting skills and the ability to work through technical issues methodically, while communicating clearly with both technical and non-technical customers.Experience with Jira Service Desk or a comparable ticketing platform would be beneficial.

Technical Experience

Exposure to some of the following would be advantageous:

• VoIP and cloud-based telephony
• SIP and RTP
• TCP/IP and network troubleshooting
• PBX and PSTN
• IP desk phones, DECT and softphones
• Wireshark, Ping and Traceroute
• TeamViewer, AnyDesk and Remote Desktop
• Jira Service Desk
• ITIL practices

Relevant certifications, including CCNA or VoIP-specific qualifications, would be beneficial but are not essential.

£27,500 - £30,000 per annum

• Company pension
• Private medical insurance
• Full-time, permanent position
• Office-based

This is a strong opportunity for someone looking to build their technical career within telecoms, with exposure to a broad range of VoIP, networking and connectivity technologies.

MCS Group is a leading professional recruitment services company resourcing for the specialist IT & Digital, Technical & Engineering and Professional Services recruitment markets in Northern Ireland. MCS Group is widely recognised as a genuine market leader in IT & Digital recruitment in Northern Ireland, with an increasing profile in the Technical & Engineering and Professional Services markets.

At MCS we connect people!! We work with the majority of NI’ leadings employers in the sector, from large foreign direct investment (FDI) organisations to successful, locally owned technology firms, connecting talented professional with the best career opportunities.

Our Team

At MCS Group our track record is impressive and through our highly experienced team we offer employers almost 100 years successful delivery experience in specialist disciplines.

Our consultants know the market and speak your language. They will help you cut through the flannel and will work hard to help you achieve your goals, either as candidate seeking a career improvement or an employer seeking talented people.

Ethics & Values

Honesty, trust and confidentiality are the pillars which underpin everything we do. We are known for treating people with respect and will deal with you in a straightforward manner. We are focused on long term wins for our candidates and clients.