First Line Technical Support Engineer

Job Type

Full Time

Location

Dublin (Hybrid working model)

Closing Date

Friday, 28 November, 2025 - 23:59

Team

Technical Support

Reporting to

Technical Support Supervisor

Job Overview

The First Line Technical Support Engineer is responsible for providing exceptional technical assistance and support to customers, partners, and internal teams regarding issues with IP Telecom products, services, and broadband technologies. They leverage 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.

Technical Requirements

● Understanding of how voice is transmitted over IP networks (packetisation). Basic knowledge of key protocols: SIP (Session Initiation Protocol) for call setup and control, and RTP (Real-time Transport Protocol) for the media stream.

● Knowledge of telephony systems, including SIP trunking, PBX (Private Branch Exchange), call flows and call routing configurations.

● Basic experience configuring and troubleshooting IP Phones. Ability to provision phones, check registration status, and interpret simple SIP error messages (e.g., 404 Not Found, 407 Authentication Required, 503 Service Unavailable). Understanding of common call quality issues (jitter, latency, packet loss) and their primary causes.

● Competence in supporting call flows, call forwarding, voicemail, caller ID, call waiting, and BLF (Busy Lamp Field) configuration.

● Proficiency in accessing and navigating the web interface of SIP devices to perform tasks such as configuration changes, firmware updates, and reboots.

● Solid grasp of fundamental concepts: IP addressing (IPv4), subnet masks, default gateways, and DNS. Ability to use basic command-line tools for diagnostics: ping, tracert/traceroute, ipconfig/ifconfig, nslookup.

● Fibre-to-the-Cabinet (FTTC): Understanding of VDSL2 technology over the “last mile” from cabinet to premises, with knowledge of line statistics (SNR margin, attenuation, line rate) and their impact on service quality.

● Fibre-to-the-Home (FTTH): Basic understanding of fibre optic technology, ONTs (Optical Network Terminals), and how these differ from copper-based services.

● Ability to interpret a router’s status page to identify WAN IP address, connection status, and upstream/downstream sync rates.

● Ability to guide customers through basic troubleshooting, including verifying

power/DSL/fibre/Ethernet cables, identifying correct socket types (e.g., ONT, DSL filter usage), and checking for damaged hardware.

● Understanding of Wi-Fi standards (802.11g/n/ac/ax), frequency bands (2.4GHz vs 5GHz), and channels.

● Ability to follow a logical troubleshooting process: information gathering, problem identification, replication, root cause analysis, and resolution.

●Skill in asking targeted, close-ended questions to quickly isolate the issue.

● Ability to differentiate between a customer-side issue , a network-side issue , and a service/account issue and understanding of when to escalate a fault to 2nd Line/Network Operations, including the ability to gather and provide all necessary preliminary diagnostics and evidence.

Soft Skills

● Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and patiently with strong active listening and empathy skills.

● Experience using a CRM or ticketing system to log, update, and manage customer interactions accurately with basic knowledge of Google Workspace, Windows OS and MS Office products and proficiency with internal knowledge bases and troubleshooting guides.

● Basic familiarity with remote access/assistance tools (e.g., TeamViewer) to aid in diagnostics, where policy permits.

● Customer-centric mindset with excellent attention to detail and problem-solving skills.

● Strong ability to work collaboratively in teams.

● Must be self-motivated and capable of working on own initiative.

● Strong interpersonal skills with a professional and flexible approach to work.

● A good listener and communicator with strong aptitude for learning new technologies and understanding how to utilise them in a customer-facing environment.