Tier 1 VoIP Support Technician

About the role

Outsourcing Services International | OSI is looking for a Tier 1 VoIP Support Technician to join its support team. 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 an opportunity for someone with a foundational understanding of networking and telephony who wants to grow into more advanced technical support or engineering roles.

Responsibilities

• Own and resolve Tier 1 support tickets from creation to closure, escalating unresolved or complex issues to Tier 2/3 as needed.
• Handle inbound calls from the support queue and diagnose and resolve common VoIP issues in real time.
• Communicate with remote or field installers to troubleshoot on-site issues, confirm configurations, and support new installations or service calls.
• Diagnose common VoIP problems, including call quality issues such as jitter, latency, and dropped calls; phone provisioning; registration failures; one-way audio; and basic network connectivity issues.
• Accurately log customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Provide clear, patient, and professional support to technical and non-technical customers.
• Flag recurring issues and contribute to internal documentation and FAQs.
• Recognize issues beyond Tier 1 scope and escalate them with clear, well-documented handoff notes.

Requirements

• At least 1 year of experience in a technical support, call center, or help desk role; VoIP or telecom experience is preferred but not required.
• Basic understanding of networking concepts, including IP addressing, DNS, DHCP, NAT, and ports or firewalls.
• Familiarity with VoIP concepts such as SIP, RTP, and codecs is a plus.
• Strong verbal and written communication.

Datos clave

• The role is the first point of contact for customers experiencing VoIP-related issues.
• At least 1 year of technical support, call center, or help desk experience is required.
• Basic understanding of networking concepts is required.
• Familiarity with VoIP concepts such as SIP, RTP, and codecs is a plus.