Technical Support Engineer - IP Telecom Careers

at  IP Telecom

Team: Technical Support
Location: Dublin (Hybrid Working Model)
Reporting to: Technical Support Supervisor
IP Telecom, Ireland’s leading innovative communications provider, are seeking a First Line Technical Support Engineer to join the Technical Support Team in our rapidly growing and exciting company. Responsible for providing exceptional technical assistance and support to customers, partners, and internal teams regarding issues with IP Telecom products, services, and broadband technologies. The First Line Technical Support Engineer leverages their solid understanding of IP Telephony and broadband technologies, along with proficiency in networking fundamentals and operating systems, to diagnose, troubleshoot, and resolve technical issues promptly and effectively.
Being a First Line Technical Support Engineer means being a customer service champion, ensuring that customer queries are attended to with the highest level of service. Your customer satisfaction will be pivotal in maintaining our reputation for excellence. You’ll engage with customers to address their queries and concerns promptly and effectively, contributing to their overall success with our products and services.

• Provide technical assistance and guidance to customers and internal teams in diagnosing, troubleshooting, and resolving technical issues related to IP Telecom products and services.
• Document and maintain records of customer interactions, technical issues, and resolutions through our Ticketing System and calls for future reference and analysis.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and resolution.
• Meet or exceed customer expectations and IP Telecom’s SLA with customer interaction.
• Serve as the internal and external point of contact for customer escalations, ensuring that issues are addressed and promptly raised to our Second Line and Escalation Technical Teams.
• Contribute to the creation and enhancement of technical documentation, knowledge base articles, and training materials to empower customers and partners and improve product knowledge.
• Participate in technical training sessions, workshops, and knowledge-sharing sessions to stay updated on product developments, best practices, and emerging technologies.
• Collaborate with cross-functional teams, including Accounts, Sales, NOC, and Product Development, to provide technical insights, feedback, and recommendations for product improvement and innovation.
• Proactively identify opportunities for process optimization, workflow automation, and service enhancement to deliver superior customer support experiences.
• Handle additional duties and projects as assigned, demonstrating flexibility and a willingness to support team objectives and organizational goals.
• Troubleshoot IT hardware and software.
• Stay abreast of industry trends, customer feedback, and competitor activities to anticipate customer needs and contribute to strategic initiatives for business growth and competitiveness.
• Understanding of IP Telephony concepts, protocols (such as SIP, RTP).
• Proficiency in networking fundamentals including TCP/IP, DNS, DHCP, VPN, routers, switches, firewalls, PPPoE, VLANs and broadband technologies (e.g., DSL, cable, fiber). CCNA or Comptia Network + (Preferable)
• Familiarity with Voice over Internet Protocol (VoIP) technologies, codecs, quality of service (QoS), and VoIP troubleshooting tools (e.g., HEPIC).
• Understanding of broadband technologies, including DSL, cable, fiber optics, and wireless broadband.
• Basic Knowledge of Linux, Google Workspace, Windows OS and MS Office products.
• Experience with Teamviewer, and other remote management software.
• Experience with ticketing systems for documenting and tracking customer issues.
• Knowledge of telephony systems, including PBX (Private Branch Exchange), SIP trunking, and call routing configurations.
• The ability to diagnose and troubleshoot hardware issues with VoIP phones, broadband routers and other networking equipment.
• Proficiency in documenting technical procedures, troubleshooting steps, and solutions.
• Familiarity with SSH/Telnet and tools such as Putty.