Technical Support Specialist - VoIP

Technical Support Specialist - VoIP

This is an exciting and rarely available role with a long-standing customer of ours who operates in a really interesting niche and have helped shape their market for decades.

You'll be joining a small, close-knit team of talented engineers who operate across a range of technical areas and each brings an area of specialism to the business. The area of specialism we require in this particular role is VoIP, and specifically SIP.

The role is focused on supporting existing and new customers who are experiencing issues with their VoIP services. Our client has a tremendous track record in that market and is also innovating with new products that will give you an opportunity to broaden your horizons.

This is a hybrid role, with 2 or 3 days per week in the office. There is occasional travel to other sites (e.g. data centres) and some (usually fairly light) duties on an out-of-hours rota.

Technical Support Specialist - VoIP - responsibilities

• Helping clients with escalated faults - mostly by phone/email, occasionally in person
• Providing help to the Client Support team and contributing technical sales support
• Helping to support back office systems
• Performing hardware & software upgrades - including at data centre locations
• Monitoring the health of the network, managing faults and failover plans
• Diagnosing routing, quality and interconnect issues using SIP signalling, packet tracing etc
• Participate in rota for out-of-hours support and critical incidents

Technical Support Specialist - VoIP - requirements

• Experience supporting VoIP services
• Strong experience of SIP signalling (essential!)
• RTP troubleshooting experience
• Good TCP/IP network knowledge including diagnostic tracing
• Experience of tools like Wireshark or Cisco Packet Tracer
• Excellent troubleshooting skills - particularly around networks & telecoms
• Strong experience with Cisco network hardware would be beneficial.

This is a fantastic place to work (we've placed over a dozen people here and the feedback is amazing). The environment is highly supportive and collaborative, with a focus on helping people meet their aspirations and the whole team is very passionate about what they do.