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Level 1 Voip
hace 2 semanas
**ALL RESUMES MUST BE IN ENGLISH.**
**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 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
- Manage and prioritize tickets through our help desk system
- Escalate complex problems with proper documentation
- Update knowledge base articles and internal processes
- 3**+ years of VoIP or network support experience (required)**:
- 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/switching concepts
- Experience with help desk ticketing systems
- Ability to explain issues clearly to non-technical users
- Strong written communication — clear notes and documentation required
- Customer-first mindset and ability to stay calm under pressureNice to Have
- CompTIA Network+, CCNA, or VoIP-related certifications
- Experience in telecom, MSP, or VoIP carrier environment
- 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
Pay: $14,000.00 - $22,000.00 per hour
Expected hours: 40 per week
Application Question(s):
- How much hands-on experience do you have troubleshooting VoIP or network-related issues (WiFi, routers, call quality, SIP registration, etc.)?
- What areas have you supported in previous roles?
- How comfortable are you running basic network diagnostics (ping, traceroute, checking IP addresses, DNS/DHCP)?
- This role is NOT desktop support (Microsoft, Windows, computer repair). Do you have direct experience specifically with VoIP or network troubleshooting?
- What best describes your background?
Telecom / VoIP Support
Network Support (routers/switches/firewalls)
General IT Helpdesk (Windows / desktop support)
Software / App Support
**Experience**:
- IT support: 3 years (required)
- Networking: 3 years (required)
Work Location: Remote
