VoIP Help Desk Support L
Aviso de fuente externaen Outsourcing Services International | OSI
Tier 1 support for wireline, voice, and mobility, including ticketing, troubleshooting, customer communication, and escalation.
Salario
No especificado
Ubicación
Antiguo Cuscatlán, El Salvador
Tipo de empleo
Tiempo completo
Modalidad
No especificado
VoIP Help Desk Support L
Antiguo Cuscatlán, El Salvador
Descripción del empleo
About the role
Outsourcing Services International | OSI is seeking a Tier 1 Helpdesk Support Analyst as the first point of contact for wireline, voice, and mobility support. The role covers ticket creation, basic troubleshooting, customer communication, documentation, and escalation to Tier 2/3.
Responsibilities
- Create, 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; and maintain accurate documentation and customer communication.
- Troubleshoot connectivity, circuits, and WAN issues. Perform ping, traceroute, latency, and packet loss tests; check carrier outages and maintenance; and coordinate with ISPs, carriers, and field technicians.
- Troubleshoot managed router connectivity, power, cabling, and cellular signal issues. Guide customers through basic device checks and reboots, document findings, and escalate unresolved issues.
- Perform basic POTS line and connectivity troubleshooting, coordinate carrier tickets and technician dispatches, track repairs, and provide customer updates.
- Perform initial SD-WAN troubleshooting for device, link, and connectivity issues. Check site connectivity and coordinate with carriers when needed.
- Troubleshoot SIM, signal, and cellular connectivity issues; verify SIM activation and service information; and document and escalate unresolved issues.
- Troubleshoot basic hosted PBX VoIP issues, including call drops, one-way audio, and registration failures. Check device registration, guide users through basic troubleshooting, and perform basic voicemail and phone configuration tasks.
- For SIP trunks, collect call information for troubleshooting, perform initial triage, determine issue scope, and escalate when necessary.
Requirements
- 1–2 years in Helpdesk, NOC, or Technical Support; telecom preferred.
Datos clave
- The role is the first point of contact for wireline, voice, and mobility support.
- Responsibilities include ticketing, troubleshooting, customer communication, documentation, and escalation.
- Requires 1–2 years in Helpdesk, NOC, or Technical Support; telecom preferred.
Preguntas frecuentes
What does this role involve?
It is the first point of contact for wireline, voice, and mobility support, handling tickets, basic troubleshooting, customer communication, documentation, and escalation.
What experience is required?
The listing requires 1–2 years in Helpdesk, NOC, or Technical Support; telecom experience is preferred.
What support areas are covered?
Responsibilities include wireline and circuit support, managed routers, POTS lines, SD-WAN, SIM and mobility, hosted PBX VoIP, and SIP trunks.