Telecom Support Desk Analyst

4 days ago

Work from Home, Philippines VIMENTURE, LLC Full time ₱250,000 - ₱300,000 per year

Position Summary

The Telecom Support Desk Analyst provides first-level technical and operational support for telecom-related services and systems. This role is responsible for troubleshooting connectivity and service issues, coordinating with onsite technicians, and ensuring timely resolution of telecom incidents. The ideal candidate is detail-oriented, has excellent communication skills, and thrives in a fast-paced support environment.

Key Responsibilities

  • Serve as the first point of contact for telecom-related inquiries, incidents, and service requests.
  • Respond to and resolve technical issues involving telecom lines, circuits, and equipment.
  • Call and coordinate onsite field technicians for installations, troubleshooting, and maintenance visits.
  • Communicate effectively with clients, carriers, and vendors to ensure timely issue resolution.
  • Track and monitor open tickets through the internal ticketing system.
  • Escalate complex issues to higher-tier support or management as needed.
  • Maintain accurate logs and documentation of all activities and communications.
  • Assist in updating internal knowledge bases and troubleshooting guides.
  • Provide professional and courteous customer service at all times.

Qualifications

  • At least 4 years of experience in telecom support, help desk, or technical coordination roles.
  • Familiarity with telecom services such as VoIP, SIP, and network connectivity.
  • Strong communication and coordination skills—especially in working with field technicians.
  • Ability to multitask, prioritize, and stay organized under pressure.
  • Detail-oriented and capable of documenting activities accurately.

Preferred Skills

  • Knowledge of telecom carrier networks and common troubleshooting procedures.
  • Experience scheduling and dispatching field technicians.
  • Previous experience in a managed service provider (MSP) or telecom environment.

Job Types: Full-time, Permanent

Pay: From Php25,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Paid training
  • Work from home

Experience:

  • handling US Telco account: 4 years (Required)

Work Location: Remote

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