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 including SIP traces, pings, traceroutes, MOS score review, and packet loss checks.
* Assist with PBX provisioning, phone registration, and softphone setup.
* Prioritize outages such as phones down, internet down, or 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
* Provide first-level support for VoIP, networking, and connectivity issues.
* Troubleshoot SIP, call quality, latency, jitter, and registration failures.
* Perform basic network troubleshooting including TCP/IP, DNS, DHCP, and basic routing concepts.
* 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 the help desk system.
* Escalate complex problems with proper documentation.
* Update knowledge base articles and internal processes.
Minimum Requirements
* 3+ years of VoIP or network support experience.
* Direct experience with SIP, PBX systems, SIP trunks, routers, switches, and WiFi troubleshooting.
* Knowledge of MOS score, latency, jitter, and packet loss.
* Strong understanding of TCP/IP, DNS, DHCP, NAT, and basic routing/switching concepts.
* Experience with help desk ticketing systems.
* Ability to explain issues clearly to non-technical users.
* Strong written communication skills 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.
