VoIP Support Specialist

Hours: Monday to Friday, 8:30am-5pm (UTC +01:00)
Agility Communications are one of the UK’s leading telecommunications providers specialising in VoIP & Connectivity. Being part of the TMR Group, the UK’s largest mail-room supply business, we boast a team of over 70 employees with a dynamic and diverse team based across the world including: UK, South Africa and the Philippines.
We are seeking a highly motivated and skilled 1st/2nd Line VoIP Support Specialist to join our dynamic team. In this role, you will be responsible for providing technical support and troubleshooting assistance to our clients regarding their VoIP system.
You will play a critical role in ensuring the smooth functioning of our clients’ VoIP infrastructure and delivering exceptional customer service.
Responsibilities:
Act as the first point of contact for clients, responding to VoIP-related inquiries and issues through various channels such as phone, email, and ticketing system.
Diagnose and resolve technical issues related to VoIP hardware, software, and network configurations in a timely and efficient manner.
Collaborate with 2nd and 3rd Line Support and other internal teams to escalate and resolve complex VoIP problems that require deeper technical expertise.
Provide guidance and training to clients on how to use VoIP systems effectively and optimize their functionality.
Monitor VoIP systems proactively to identify and address potential issues before they impact the users.
Maintain accurate records of support activities, including documenting solutions and troubleshooting steps for future reference.
Stay up-to-date with the latest VoIP technologies, industry trends, and best practices to ensure continuous improvement in service delivery.
Assist in the setup and configuration of VoIP systems for new clients, ensuring a smooth on-boarding process.
Participate in periodic team meetings and knowledge-sharing sessions to contribute to the overall growth and development of the support team.
Requirements:
Proven experience in providing technical support for VoIP systems, preferably in a 1st/2nd Line Support role.
In-depth knowledge of various VoIP protocols, codecs, and standards.
On-boarding new clients and assisting and setting up VoIP Systems
Familiarity with VoIP hardware, including IP phones, routers, switches, and gateways.
Strong understanding of IP networking concepts, including TCP/IP, DHCP, NAT, and VLANs.
Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
Outstanding communication skills, both verbal and written, with a focus on customer satisfaction.
Experience in using ticketing systems and other support tools to manage and track client inquiries.
Ability to work well in a team environment, collaborating with colleagues and sharing knowledge.
Flexibility to work in shifts, including weekends and holidays, to provide 24/7 support coverage when required.
Relevant certifications such as CCNA Voice, CCNP Voice, or equivalent would be an advantage.
If you’re passionate about VoIP technology, enjoy assisting customers, and thrive in a fast-paced support environment, we’d love to hear from you!
Please submit your resume and cover letter detailing your relevant experience and qualifications to hiring manager.