Tier 1 VoIP Support Technician

GENERAL DESCRIPTION
We're looking for a Tier 1 VoIP Support Technician to join our support team. In this role, you'll be the first point of contact for customers experiencing VoIP-related issues — working tickets, answering inbound support calls, and coordinating with remote installers to keep deployments running smoothly. This is a great opportunity for someone with a foundational understanding of networking and telephony who wants to grow into more advanced technical support or engineering roles.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ticket Management: Own and resolve Tier 1 support tickets from creation to closure, escalating unresolved or complex issues to Tier 2/3 as needed.Inbound Support Queue: Handle inbound calls from the support queue, diagnosing and resolving common VoIP issues in real time.Installer Coordination: Communicate with remote/field installers to troubleshoot on-site issues, confirm configurations, and support new installations or service calls.Troubleshooting: Diagnose common VoIP problems including call quality issues (jitter, latency, dropped calls), phone provisioning, registration failures, one-way audio, and basic network connectivity issues.Documentation: Log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.Customer Communication: Provide clear, patient, and professional support to both technical and non-technical customers.Knowledge Base Contribution: Flag recurring issues and contribute to internal documentation/FAQs to improve team efficiency.Escalation: Recognize when an issue is beyond Tier 1 scope and escalate with clear, well-documented handoff notes.
REQUIREMENTS
1+ year of experience in technical support, call center, or help desk role (VoIP/telecom experience preferred but not required)Basic understanding of networking concepts (IP addressing, DNS, DHCP, NAT, ports/firewalls)Familiarity with VoIP concepts (SIP, RTP, codecs) is a plusStrong verbal and written communication skillsAbility to multitask across ticketing systems, phone queues, and chat while maintaining accuracyComfortable working in a fast-paced, queue-driven environmentCustomer-service oriented with strong problem-solving skillsExperience with VoIP platforms preferred but not required (e.g., 3CX, FreePBX, Asterisk, RingCentral, Cisco, Zoom Phone, etc.)Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow, ConnectWise, etc.)CompTIA Network+ or equivalent certification preferred but not requiredPrior experience coordinating with field/remote technicians
QUALIFICATIONS
Must have exceptional interpersonal and communication skills.Ability to follow instructions and respond to management direction.Ability to address customer requests quickly and effectively, striving for first call resolution.Ability to multi-task in a customer orientated, fast paced, team environment while collaborating with others.Ability to distinguish low impact from high impact issues with little direction.