VoIP & Help Desk Support Analyst (Tier 1)

About the role

We are looking for a Tier 1 Help Desk Support Analyst who will be the first point of contact for customers needing assistance with wireline, voice and mobility services. The role involves creating tickets, performing basic troubleshooting, communicating with customers and escalating more complex issues.

Key responsibilities

• Create, prioritize and update support tickets in Zendesk.
• Perform initial troubleshooting and assess service impact using monitoring tools and basic network diagnostics (ping, traceroute, latency, packet loss).
• Troubleshoot wireline/circuit connectivity, WAN issues and coordinate with ISPs and carriers.
• Diagnose and resolve managed router problems, including power, cabling and cellular signal issues.
• Provide basic POTS line support, coordinate carrier tickets and technician dispatches.
• Conduct initial SD‑WAN device and link troubleshooting and liaise with carriers when needed.
• Resolve SIM, signal and LTE connectivity problems for IoT and cellular devices.
• Troubleshoot hosted PBX (NetSapiens) VoIP issues such as call drops, one‑way audio and registration failures.
• Gather information for SIP trunk (Sansay SBC) issues and perform first‑level triage.
• Escalate incidents beyond Tier 1 scope to Tier 2/3 teams.

Required profile

• 1–2 years experience in Help Desk, NOC or technical support, preferably telecom.
• Basic networking knowledge (ping, traceroute, DNS, DHCP, subnetting).
• Familiarity with VoIP/SIP, hosted PBX and SIM/IoT/LTE connectivity.
• Experience with ticketing systems, preferably Zendesk.
• Fluent written and spoken English.
• CompTIA A+ / Network+ certification or equivalent is a plus.

Required skills

• Ping, traceroute, DNS, DHCP, subnetting
• VoIP and SIP protocols
• Hosted PBX platforms (NetSapiens)
• SIP trunking (Sansay SBC)
• SD‑WAN troubleshooting
• SIM, IoT and LTE connectivity
• Router troubleshooting (power, cabling, cellular signal)
• Zendesk ticketing system