Tier 1 VoIP Support Technician

About the role

We are seeking a Tier 1 VoIP Support Technician to be the first point of contact for customers experiencing VoIP‑related issues. You will manage tickets, answer inbound support calls, and coordinate with remote installers to keep deployments running smoothly. This role is ideal for candidates with a basic networking background who want to grow into more advanced technical support or engineering positions.

Key responsibilities

• Own and resolve Tier 1 support tickets from creation to closure, escalating complex issues as needed.
• Handle inbound support calls, diagnosing and fixing common VoIP problems in real time.
• Communicate with remote/field installers to troubleshoot on‑site issues and confirm configurations.
• Diagnose call‑quality problems (jitter, latency, dropped calls), phone provisioning, registration failures, one‑way audio, and basic network connectivity issues.
• Log all interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Contribute to the knowledge base by flagging recurring issues and updating internal documentation.

Required profile

• 1+ year of experience in technical support, call centre, or help‑desk roles (VoIP experience preferred but not required).
• Basic understanding of networking concepts such as IP addressing, DNS, DHCP, NAT, and ports/firewalls.
• Strong verbal and written communication skills with a customer‑service orientation.
• Ability to multitask across ticketing systems, phone queues, and chat while maintaining accuracy.

Required skills

• IP addressing, DNS, DHCP, NAT, ports/firewalls
• SIP, RTP, codecs
• Experience with VoIP platforms (e.g., 3CX, FreePBX, Asterisk, RingCentral, Cisco, Zoom Phone)
• Familiarity with ticketing systems (Zendesk, Freshdesk, ServiceNow, ConnectWise)
• CompTIA Network+ certification (preferred)