VoIP Support Engineer – Tier 1

About the role

We are looking for a motivated Tier 1 Support Engineer to deliver high‑quality technical assistance for the Netsapiens VoIP platform and its supporting infrastructure. You will work directly with customers via phone, email and chat, diagnosing and resolving issues while ensuring a smooth experience.

Key responsibilities

• Develop expertise as a Subject Matter Expert in platform and network troubleshooting.
• Provide intermediate to advanced VoIP technical support to clients across multiple channels.
• Identify, document and proactively resolve platform and network issues; escalate complex cases with complete documentation.
• Recreate customer environments on lab servers to replicate problems and test solutions.
• Compare customer configurations with best‑practice guidelines and recommend adjustments.
• Guide customers through system updates and configuration changes with clear step‑by‑step instructions.
• Monitor system performance, perform regular maintenance and report status updates to customers.
• Participate in a rotating shift schedule to ensure 24/7 support coverage.

Required profile

• 1‑2 years of experience in a call‑center or customer‑service role, preferably in Telecom or IT.
• Strong written and verbal communication skills with a customer‑focused attitude.
• Excellent problem‑solving abilities and attention to detail.
• Ability to multitask, prioritize and work both independently and within a team.

Required skills

• Netsapiens platform knowledge.
• Linux command‑line interface for troubleshooting and database management.
• Understanding of VoIP protocols and configurations (IP phones, ATA adapters, softphones).
• Basic networking and network‑troubleshooting skills.

What we offer

• Opportunities for growth and specialization across multiple career paths.
• Collaborative environment with cross‑functional teams.