L1 VOIP Service Desk Technician

Account overview: Is a full service cloud communications, IT, network security, and internet connectivity provider with a strong focus on tailored solutions, white glove support, and industry compliance.

Core Business Activities:
Tailored Business Cloud Communications (UCaaS/CCaaS)
Managed Network Security
Business Internet Services
Managed IT Services

Job Overview:
Under general supervision in an inbound call center environment, the Service Desk Technician provides first-level support by resolving network and VoIP-related issues. Core responsibilities include diagnosing user-reported problems and guiding customers through step-by-step solutions in a professional and user-friendly manner. Key support areas involve troubleshooting IP phone registration and call quality issues, resolving internet connectivity and NAT-related problems, resetting voicemail passwords, and verifying hardware and software configurations.

In addition to technical troubleshooting, the technician is also responsible for managing hardware inventory used for customer deployments and RMA (Return Merchandise Authorization) orders. The role may occasionally require coordination with company field technicians during customer installations or service calls to ensure seamless service delivery.

Duties & Responsibilities:
Provide first-level customer support for network and VoIP- related issues and outages in a timely and professional manner.
Maintain and manage VoIP and network hardware inventory; ensure adequate stock for new deployments and RMA (Return Merchandise Authorization) orders.
Accurately process RMA orders and follow internal procedures for timely fulfillment.
Record and manage call transactions using designated ticketing system software; ensure proper documentation and prompt resolution.
Collect and evaluate customer-reported symptoms to diagnose technical issues accurately.
Perform follow-ups and schedule call backs to ensure issue resolution and customer satisfaction.
Troubleshoot and resolve technical hardware and software issues, particularly those involving internet connectivity and NAT configurations.
Proactively monitor network outages using network monitoring tools and escalate as needed.
Report circuit and VoIP-related incidents to upstream carriers for further investigation or resolution.
Monitor IP PBX server infrastructure to maintain optimal performance and uptime.
Provide remote technical support to the company's field network engineers during customer installations or service calls.

Qualifications and Skills:
Excellent communication and customer service skills with a strong commitment to quality support.
Proven organization, time management, and effective follow-up capabilities.
Professional phone etiquette with demonstrated proficiency in typing, grammar, and clear verbal communication.
Self-motivated and results-driven; recognized for initiative, problem-solving, and resourcefulness.
Proficient in Microsoft desktop applications and Windows operating systems.
Ability to quickly learn and adapt to new software applications and technical equipment.
Demonstrates strong independence while also thriving in a collaborative, team-oriented environment.
Sound understanding of cloud infrastructure concepts and strategies.
Basic working knowledge of Voice over IP (VoIP) technologies and troubleshooting principles.
Outstanding analytical skills with acute attention to detail and accuracy.

Shift: Graveyard

Perks:

Remote Work Setup
Company Laptop will be provided (but new hires may use their own equipment during the first few weeks of training)
HMO Coverage + 4 Free HMO Dependents on Day 1
15 days Paid Time Off per year (Vacation Leave, Sick Leave)
13th Month Pay
Government Statutory Benefits