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# Technical Helpdesk Agent x2

- **Company:** MCS Group
- **Location:** Belfast, UK
- **Salary:** £27,500.0 - £30,000.0
- **Contract:** Permanent contract
- **Skills:** JIRA, VoIP, Cloud Computing, System Configuration, Issue Tracking Systems, Traceroute, Network Troubleshooting, Network Diagnostics, Private Branch Exchange (PBX), Ping (Networking Utility), Public Switched Telephone Networks, Remote Desktop Services, TCP/IP, TeamViewer, Wireshark, Network Routers
- **Published:** September 18, 2026
- **Apply:** https://www.nijobfinder.co.uk/job/2053137/technical-helpdesk-agent-x2/

## About the Role

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.

## Description

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


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