VoIP Help Desk Support L

GENERAL DESCRIPTIONThe Tier 1 Helpdesk Support Analyst is the first point of contact for wireline, voice, and mobility support. Responsible for ticket creation, basic troubleshooting, customer communication, documentation, and escalation to Tier 2/3.

ESSENTIAL DUTIES AND RESPONSIBILITIESGeneral Incident ManagementCreate, prioritize, and update support tickets.Perform initial troubleshooting and service impact assessment.Use monitoring tools and basic network diagnostics.Escalate issues outside Tier 1 scope.Maintain accurate documentation and customer communication.
Wireline / Circuit SupportTroubleshoot connectivity, circuits, and WAN issues.Perform ping, traceroute, latency, and packet loss tests.Check carrier outages and maintenance.Coordinate with ISPs, carriers, and field technicians.
Managed RoutersTroubleshoot router connectivity, power, cabling, and cellular signal issues.Guide customers through basic device checks and reboots.Document findings and escalate unresolved issues.
POTS Lines (Plain Old Telephone Service)Perform basic line and connectivity troubleshooting.Coordinate carrier tickets and technician dispatches.Track repairs and provide customer updates.
SD-WANPerform initial troubleshooting of device, link, and connectivity issues.Check site connectivity and coordinate with carriers when needed.
SIM / Mobility (IoT & Cellular)Troubleshoot SIM, signal, and cellular connectivity issues.Verify SIM activation and service information.Document and escalate unresolved issues.
Voice - Hosted PBX (NetSapiens)Troubleshoot basic VoIP issues, including call drops, one-way audio, and registration failures.Check device registration and guide users through basic troubleshooting.Perform basic voicemail and phone configuration tasks.
Voice - SIP Trunks (Sansay SBC)Collect call information for troubleshooting.Perform initial triage and determine issue scope.Escalate when necessary.
REQUIREMENTS1–2 years in Helpdesk, NOC, or Technical Support; telecom preferred.Basic networking knowledge: ping, traceroute, DNS, DHCP, subnetting.Exposure to VoIP/SIP or Hosted PBX.Basic knowledge of SIM/IoT/LTE connectivity.Familiarity with ticketing systems, preferably Zendesk.Fluent English, written and verbal.CompTIA A+/Network+ or equivalent is a plus.Telecom, carrier/NOC, and monitoring tools experience is a plus.
QUALIFICATIONSStrong communication and customer service skills.Ability to manage multiple tickets and prioritize by severity.Comfortable working with SLAs and escalation procedures.
Disclaimer:This is a summarized version of the job description for efficiency and candidate screening purposes. It highlights the main responsibilities and requirements; however, other duties, qualifications, tools, and aspects of the position have not been included in this summary.