Technical Helpdesk Agent - VoIP & Telecoms

· Provide first-line technical support to clients via phone, email, or ticketing systems regarding VoIP and telecommunications issues.

· Diagnose and resolve technical issues related to VoIP hardware, software, and network connectivity.

· Assist clients with configuring and troubleshooting VoIP phones, routers, switches, and related equipment.

· Collaborate with internal teams to escalate complex issues and ensure timely resolution.

· Document all client interactions, technical issues, and resolutions in the ticketing system.

· Continuously update knowledge base articles and FAQs to facilitate self-service troubleshooting for clients.

· Perform periodic system maintenance tasks and upgrades to ensure optimal performance of VoIP systems.

We are seeking a technically proficient individual to join our team as a Technical Helpdesk Agent specialising in VoIP (Voice over Internet Protocol) and Telecoms. The ideal candidate will possess a solid understanding of VoIP technologies, telecommunications systems, and excellent troubleshooting skills to provide top-notch technical support to our clients., · Proven experience working in a technical support role or customer support role, preferably in a VoIP or telecommunications environment.

· Experience with ticketing systems (Jira Service Desk preferred).

· Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.

· Strong problem-solving and analytical skills with a keen attention to detail.

· Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications:

· Knowledge of cloud-based VoIP solutions

· Strong understanding of VoIP protocols (SIP, RTP, TCP/IP) and telecommunications concepts (PBX, PSTN).

· Familiarity with VoIP hardware and software solutions (Deskphones, Dect, Softphone etc.).

· Proficiency in network troubleshooting and diagnostic tools (Wireshark, Ping, Traceroute).

· Familiarity with remote desktop support tools (TeamViewer, AnyDesk, Remote Desktop Protocol).

· Certifications such as CCNA or VoIP-specific certifications are a plus.

· Understanding of ITIL framework and best practices in IT service management.

This position offers the opportunity to work in a dynamic environment where you can enhance your technical skills while providing valuable support to our organisation.

• Company pension
• Private medical insurance
• Store discount