Technical Helpdesk Agent - VoIP & Telecoms

£27,500 - £30,000 | Full-time | Office-based

We'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 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

About You

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.

Package

£27,500 - £30,000 per annum

• Company pension
• Private medical insurance
• Full-time, permanent position
• Office-based

This is a strong opportunity for someone looking to build their technical career within telecoms, with exposure to a broad range of VoIP, networking and connectivity technologies.

To speak in absolute confidence about this opportunity please send an up-to-date CV via the link provided or contact Senior Recruitment Consultant Stuart Kennedy at MCS Group on 02896935520 or s.kennedy@mcsgroup.jobs.

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs.