Tier 1 Technical Support Engineer (VoIP)

TL;DR

Tier 1 Technical Support Engineer (VoIP): Providing first-line technical support for end customers with an accent on troubleshooting network connectivity, VoIP, and SIP protocols. Focus on resolving technical queries via multi-channel communication and improving the internal knowledge base.

Location: Hybrid, with 3 days per week required on-site at the Aylesbury, UK office

Company

hirify.global connects customers and teams globally, empowering CX leaders with performance and insights to drive lasting business impact.

What you will do

• Provide first-line support via phone, chat, web, and email using Salesforce and Jira.
• Diagnose and rectify technical problems following first-line fix criteria to ensure rapid resolution.
• Manage support cases from recording to resolution efficiently and proactively.
• Empower customers by promoting the knowledge base and self-service tools.
• Configure new user accounts and profiles in collaboration with internal teams.
• Improve knowledge articles within the case resolution workflow using KCS methodology.

Requirements

• Experience with IP and networking technologies, including LAN and WAN.
• Knowledge of VoIP, Session Initiation Protocol (SIP), and unified communications.
• Ability to independently debug network routers, switches, and firewalls.
• Proven experience leveraging AI-enabled tools to enhance problem-solving and efficiency.
• Exceptional customer service and communication skills for technical and non-technical audiences.
• Must be based in the UK and able to work from the Aylesbury office 3 days per week.

Culture & Benefits

• Opportunity to grow and learn within a rapidly expanding tech company.
• Collaboration with senior engineers on complex escalated tickets to accelerate professional development.
• Stable working hours: 9:00–17:30, Monday to Friday.
• Inclusive work environment with a strong commitment to equal employment opportunities.