Helpdesk Analyst

Whilst assigned to the helpdesk you will answer calls from babblevoice surgeries in a timely and professional manner. It's worth noting that it's often the caller that has the problem and not babblevoice so the soft skills needed to reassure the caller are as important as your technical skills in resolving the problem.

If you diagnose a babblevoice fault you are expected to fix it, quickly. The right candidate will have confidence in their abilities, experience and the ability to see the big picture and then use first principles to resolve the problem. It may be easier to have a colleague fix the problem but at babblevoice, a problem shared is a problem doubled. You are expected to take responsibility for solving the problem but you will be supported throughout.

For the right candidate, the role will offer the opportunity to progress and become part of the installation team, including travel to the site to support and install our product.

What are you like?

• You thrive under pressure.



• You never give up. You keep going until it's fixed



• You're a team player who values team achievements over individual recognition



• You're smart, adaptable and resourceful



• You're an excellent and flexible communicator



• You're personable, fun and good to have around



• You're desperate to learn new skills and improve as an engineer



• You're always the first to pick up the phone and go the extra mile, Customer Training: 2 years (preferred)


• IT Support: 2 years (required)


Work Location: Remote

Babblevoice is a small company with a big attitude. If you see a problem you fix it. If you see something that could be done better then you change it. If you like to work with policies or standard operating procedures then we're probably not the right company for you. We all work from home but talk regularly online. Being physically remote from each other means we rely heavily on clear and concise communication, both verbal and written. But, most of all, we care deeply and passionately about doing the best possible job for practice patients and staff.

If you enjoy a cliche then we work hard and we play hard. We meet regularly both online and in person to chat, play and blow off steam. Previous socials have included a speedboat trip down the Thames, an escape room in Gloucester and a trip to Bruges to see how many spareribs can be consumed by an average human engineer!

Our Values


• Have fun - try it. It's better than misery



• Karma - do the right thing. You know you want to.



• Kaizen - the ancient Japanese art of constant and neverending improvement



• Contribution - what we do matters. You matter too.



• Expertise - we are simply the best at what we do.


The Product

Babblevoice is a state-of-the-art hosted VoIP phone system designed exclusively for primary care to better support practice patients and staff. In addition to providing all the modern telephony features you may know about, babblevoice includes a suite of primary care specific functionality; features that only surgeries care about that we've developed specifically for them.

As a hosted phone system we use the SIP standard to terminate calls to and from physical handsets and softphones. Calls are routed via our custom media servers which are hosted at server farms across the UK and run Centos and Docker containers. The backend is hosted in Amazon's AWS infrastructure and uses S3 storage buckets and SQL servers. Babblevoice is managed and configured via a web based console and includes a Windows application and a Chrome extension to provide closer computer telephony integration.

If you understand the last two paragraphs or can commit to learning these technologies quickly then please read on.,
• You understand ARP, DHCP, DNS, VLANs and network segmentation.



• The difference between UDP and TCP, what NAT, SNAT and DNAT are.



• The difference between a switch and a router and a firewall



• Familiarity with tools like tcpdump and analysing its output.



• VoIP - how SIP, RTP and QoS fit together and the challenges they present.



• What TLS is, how to generate a certificate and a CSR and what the difference is.



• Use headless servers, docker and other open-source projects