Tier 1 Network Support

2 days ago

Pasig, National Capital Region, Philippines UPTC Full time $40,000 - $60,000 per year
Qualifications

Required:

  • 6 months to 1+ year of experience in an IT support or helpdesk environment

  • Foundational knowledge of networking principles, including IP addressing, DNS, DHCP, and NAT

  • Exposure to or experience working with VoIP technologies (e.g., softphones, SIP phones, PBX systems)

  • Ability to perform basic network diagnostics such as ping tests, traceroutes, and device reboots

  • Strong verbal and written communication skills, with the ability to explain technical issues in simple terms

  • Comfortable working in a dynamic support environment with shifting priorities and time-sensitive tasks

Preferred (Not Required):

  • Hands-on experience with UCaaS platforms like RingCentral, Zoom Phone, 8x8, or Microsoft Teams Voice

  • Basic understanding of SIP protocols and Quality of Service (QoS) concepts

  • Relevant IT certifications (e.g., CompTIA A+, Network+) are an advantage

Job Description

We are seeking a Tier 1 Network Support Specialist with a customer-first mindset to join our growing UCaaS Support Team. You will serve as the initial point of contact for technical issues related to VoIP systems, UCaaS platforms, and basic network troubleshooting. Your role will be key in ensuring fast and effective resolution of service-impacting concerns, while providing a positive support experience for end users.

  • Respond to and resolve Tier 1 support requests involving UCaaS platforms, VoIP-related concerns, and basic network issues

  • Diagnose and troubleshoot call quality problems, dropped calls, and device connectivity for both IP phones and softphones

  • Conduct basic network diagnostics including ping, traceroute, and DNS checks to identify the root cause of issues

  • Guide users through UCaaS features such as voicemail setup, call forwarding, and conferencing tools

  • Maintain detailed records of troubleshooting steps, ticket resolutions, and recurring issues in the knowledge base

  • Escalate complex or unresolved cases to Tier 2 or engineering teams with comprehensive documentation

  • Communicate clearly and professionally with end users via phone, chat, and email, ensuring timely updates and solutions

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