Job Description

Brook Street is delighted to be working on behalf of our client in Belfast City Centre who 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.

Duties:

• 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.

Experience:

• 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 analytic skills with a keen attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred/ Desirable

• 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 (Desk phones, 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, CompTIA Network+, 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.

Role is working Monday to Friday - office hours

Salary will depend on background £23-25k

Please send CV to Colleen Farquharson via the link