This is NOT a desktop support role.
If your background is mainly desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk, please do not apply.
We need candidates with hands-on experience supporting VoIP systems, SIP trunks, routers, switches, and WiFi troubleshooting.
We are hiring a Level 1 Help Desk Support Technician with real telecom experience — specifically in VoIP, networking, and SIP-based troubleshooting.
A Day in This Role
* Answer incoming client calls related to VoIP, internet, or WiFi issues.
* Work tickets involving call quality, dropped calls, network drops, or routing problems.
* Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks).
* Assist with PBX provisioning, phone registration, and softphone setup.
* Prioritize outages (phones down, internet down, WiFi down).
* Document every step clearly and communicate status updates professionally.
* Escalate advanced issues to senior telecom engineers when appropriate.
* Maintain ticket SLAs with clear, fast response times.
Key Responsibilities
* First-level support for VoIP, networking, and connectivity issues.
* Troubleshoot SIP, call quality, latency, jitter, and registration failures.
* Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics).
* Troubleshoot WiFi drops, access point connectivity, and cabling-related issues.
* Provision phones, extensions, voicemail, call flows, and SIP trunk configurations.
* Manage and prioritize tickets through our help desk system.
* Escalate complex problems with proper documentation.
* Update knowledge base articles and internal processes.
Minimum Requirements (applications without these will be rejected)
* 3+ years of VoIP or network support experience.
* Direct experience with:
* SIP, PBX systems, SIP trunks.
* Routers, switches, WiFi troubleshooting.
* MOS score, latency, jitter, packet loss.
* Strong understanding of:
* TCP/IP, DNS, DHCP, NAT.
* Basic routing and switching concepts.
* Experience with help desk ticketing systems.
* Ability to explain issues clearly to non-technical users.
* Strong written communication for clear notes and documentation.
* Customer-first mindset and ability to stay calm under pressure.
Nice to Have
* CompTIA Network+, CCNA, or VoIP-related certifications.
* Experience in telecom, MSP, or VoIP carrier environments.
* Experience with Poly, Grandstream, or cloud PBX platforms.
Work Environment
* Remote work.
* Fast-paced telecom environment.
* Growth opportunities into Tier 2, NOC, or engineering roles.
Why Join Us?
* Competitive salary.
* Growth-focused team.
* Exposure to telecom systems, PBX platforms, and advanced VoIP networking.
Job Types: Full-time, Permanent.
