At a Glance
- Tasks: Provide first-line technical support for VoIP and telecoms services.
- Company: Join a leading telecoms company with a supportive team environment.
- Benefits: Competitive salary, private medical insurance, and a company pension.
- Other info: Office-based role with exposure to cutting-edge telecom technologies.
- Why this job: Kickstart your tech career in a dynamic telecoms environment with growth opportunities.
- Qualifications: Experience in technical support or helpdesk roles; VoIP knowledge is a plus.
The predicted salary is between 30000 - 30000 £ per year.
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.
- 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.
Technical Helpdesk Agent x2 in Belfast employer: MCS Group
Join an innovative software business in Belfast that prioritises employee development and a supportive work culture. As an IT Customer Support Team Lead, you'll have the unique opportunity to lead a small, focused team while driving operational excellence and embracing cutting-edge AI technologies. With a competitive salary, flexible hybrid working options, and a commitment to long-term career growth, this role offers a rewarding environment for those passionate about customer care and team leadership.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Helpdesk Agent x2 in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MCS Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MCS Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Helpdesk Agent x2 in Belfast
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MCS Group:Your cover letter is your chance to shine! Tell us why you want to work at MCS Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MCS Group!
How to prepare for a job interview at MCS Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
