Job Description

100% In-Office with no WFH/REMOTE Setup.

We are looking for a Network & VoIP Helpdesk Support with hands-on telecom experience. Candidates must have real-world experience troubleshooting VoIP systems, SIP trunks, routers, switches, and WiFi networks. The role involves resolving call quality issues, connectivity problems, and basic network incidents in a live environment. Must be comfortable handling calls with commercial customers.

About the Role:

As a Network & VoIP Helpdesk Support, you will serve as the first-line technical support for our clients, handling inbound and outbound calls and support tickets. You will diagnose and resolve common issues and ensure a positive customer experience through clear communication and structured troubleshooting.

Key Responsibilities of a Network & VoIP Helpdesk Support

• Provide  helpdesk support for VoIP phone systems and internet connectivity
• Respond to  client calls, emails, and support tickets
• Troubleshoot  VoIP call quality issues, phone registration, and connectivity problems
• Diagnose and resolve  network-related issues involving routers, switches, firewalls, and WiFi devices
• Assist with  PBX configuration changes such as extensions, call routing, and IVR (call tree) setup
• Support  phone number porting and service provisioning for new clients
• Configure and provision  VoIP phones and networking equipment
• Document troubleshooting steps and  update support tickets accurately
• Escalate complex issues to senior engineers when necessary
• Follow up with clients to ensure issues are  fully resolved.

Tools & Technologies We Use

• Cradlepoint
• Ubiquiti
• Meraki
• Grandstream IP Phones
• Vivant Proprietary PBX
• Utiliko Business Management System

Common Issues You Will Troubleshoot:

• VoIP phone registration issues
• IVR / call tree configuration
• Poor audio quality or dropped calls
• Network connectivity affecting SIP/RTP traffic
• Firewall configuration and NAT traversal issues
• Internet connectivity problems

Requirements

• 3+ years of experience in technical support, helpdesk, or network/VoIP support.
• Hands-on experience troubleshooting:
• Firewalls
• Network switches
• Wireless access points (WAPs)
• PBX systems
• VoIP phones
  
• Strong understanding of networking fundamentals:
• TCP/IP
• DNS
• DHCP
• NAT
• Familiarity with  VoIP protocols such as SIP and RTP is a plus
• Strong  problem-solving and customer communication skills
• Comfortable providing  phone-based technical support to business clients

Schedule:

• Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F

Benefits

Benefits:

• Company Events
• Healthcare Plans
• Paid Training
• Opportunities for Promotion
• Holiday Cash Gift
• Recognition and Rewards

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