1st Line Support Technician (VoIP & SIP)

About the role

We are seeking a motivated 1st Line Support Technician to join our communications support team. You will be the first point of contact for customers, providing technical assistance for VoIP, SIP, and networking services while delivering excellent customer service.

Key responsibilities

• Receive and log technical support requests via the service desk.
• Diagnose and resolve first‑line VoIP, SIP, and connectivity issues.
• Troubleshoot hosted telephony platforms, SIP trunks, broadband services, routers, firewalls, LAN/WAN and Wi‑Fi environments.
• Work towards first‑contact resolution and escalate complex cases to 2nd/3rd line engineers.
• Liaise with ISPs, carriers and third‑party vendors.
• Maintain accurate documentation and update knowledge‑base articles.
• Participate in an on‑call weekend support rota as required.

Required profile

• Experience in a service‑desk, telecoms or IT support environment.
• Familiarity with VoIP and SIP technologies, hosted telephony platforms, and basic networking concepts.
• Strong customer‑service and communication skills.
• Proficiency with ticketing systems and service‑desk processes.

Required skills

• VoIP, SIP, RTP, NAT
• Switching, VLANs, routing, router configuration
• Firewall configuration, LAN, WAN, Wi‑Fi
• Troubleshooting connectivity issues
• Hosted telephony platforms, SIP trunks, broadband services
• Ticketing systems, service‑desk processes
• Yealink, Gamma, Horizon, CallSwitch
• DrayTek, UniFi, Aruba