Tier 1 VoIP Support Technician

About the role

We're looking for a Tier 1 VoIP Support Technician to join our support team. In this role you will be the first point of contact for customers experiencing VoIP‑related issues, handling tickets, answering inbound support calls, and coordinating with remote installers to keep deployments running smoothly.

Key responsibilities

• Own and resolve Tier 1 support tickets from creation to closure, escalating complex issues as needed.
• Handle inbound support calls, diagnosing and resolving common VoIP problems in real time.
• Communicate with remote/field installers to troubleshoot on‑site issues and support new installations.
• Diagnose call quality issues such as jitter, latency, dropped calls, one‑way audio, and registration failures.
• Document all interactions, troubleshooting steps, and resolutions accurately in the ticketing system.

Required profile

• At least 1 year of experience in technical support, call centre, or help‑desk roles.
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, NAT, 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

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