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Level 1–2 VoIP
hace 25 minutos
This is an English-only technical support role supporting U.S.-based business customers. Spanish-only applicants will not be considered.
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 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 configs
- 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 (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: $1,000, $3,000,000.00 per month
Application Question(s):
- What is your Whatsapp number and best time to call?
- Are you fluent in spoken and written English and comfortable supporting U.S. business clients on live calls?
Work Location: Remote
Expected Start Date: 19/01/2026
