> Markdown version of [/jobs/ext/331178-experienced-it-technical-support-agent-voip-broadband](https://www.wearedevelopers.com/jobs/ext/331178-experienced-it-technical-support-agent-voip-broadband). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Experienced IT & Technical Support Agent (VoIP & Broadband) - **Company:** Hull Fibre Limited - **Location:** Kingston upon Hull, UK - **Experience:** Experienced - **Salary:** £25,000.0 - £26,850.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Interactive Voice Response, VoIP, Network Congestion, Linux, Network Address Translation, Domain Name System (DNS), Ethernet, Failover, Issue Tracking Systems, Internet Protocol, IPv4, IPv6, Virtual Private Networks (VPN), Local Area Networks, Network Planning and Design, Network Diagnostics, Virtual Local Area Networks, Wide Area Networks, Wi-Fi Technology, Network Routers, Scripting, Internet Protocol Telephony, Firewalls (Computer Science), Low Latency, Network Support, Fortinet, PPPoE, Cisco - **Published:** June 4, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=38d5c81832dc4966 ## About the Role Do you have experience in VPN?, * 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 ## Description 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) ## Related Videos - [IoT: The road to sustainability](https://www.wearedevelopers.com/videos/557-iot-the-road-to-sustainability) - [IP Authentication: A Tale of Performance Pitfalls and Challenges in Prod](https://www.wearedevelopers.com/videos/1413-ip-authentication-a-tale-of-performance-pitfalls-and-challenges-in-prod) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [The Vonage Trivia Voyage: Quiz Your Way to the Top!](https://www.wearedevelopers.com/videos/1077-the-vonage-trivia-voyage-quiz-your-way-to-the-top) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Basic And Advanced Networking in Dart and Flutter](https://www.wearedevelopers.com/magazine/112-basic-and-advanced-networking-in-dart-and-flutter) - [Guide for Expats Living in the UK](https://www.wearedevelopers.com/magazine/355-guide-for-expats-living-in-the-uk)