Technical Helpdesk Agent x2

Technical Helpdesk Agent - VoIP and Telecoms£27,500 - £30,000 Full-time Office-basedWe''re recruiting for a Technical Helpdesk Agent to join an established telecoms environment, providing first-line technical support across VoIP, connectivity and associated network technologies.This position would suit someone with existing technical support or helpdesk experience who is looking to develop deeper expertise within VoIP and telecommunications. The Role 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 systemsDiagnosing VoIP, hardware, software and network connectivity issuesConfiguring and troubleshooting IP phones, DECT devices, softphones, routers and switchesInvestigating issues across SIP, RTP, TCP/IP, PBX and PSTN environmentsUsing network diagnostic tools including Wireshark, Ping and TracerouteProviding remote technical support where requiredManaging incidents through the ticketing system and maintaining accurate technical recordsEscalating more complex faults to the appropriate technical teamsContributing to technical documentation, knowledge-base content and FAQsSupporting routine system maintenance and upgrades About You We''re looking for someone with experience in a technical support, IT helpdesk or customer support environment, ideally with exposure ..... full job details .....