**ALL RESUMES MUST BE IN ENGLISH.** **This is NOT a desktop support role.** If your background is mainly **desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk**, please do not apply. We need candidates with hands\-on experience supporting **VoIP systems, SIP trunks, routers, switches, and WIFI troubleshooting**. We are hiring a Level 1 Help Desk Support Technician with *real telecom experience* — specifically in **VoIP, networking, and SIP\-based troubleshooting**. A Day in This Role * Answer incoming client calls related to VoIP, internet, or WIFI issues * Work tickets involving call quality, dropped calls, network drops, or routing problems * Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks) * Assist with PBX provisioning, phone registration, and softphone setup * Prioritize outages (phones down, internet down, WiFi down) * Document every step clearly and communicate status updates professionally * Escalate advanced issues to senior telecom engineers when appropriate * Maintain ticket SLAs with clear, fast response times Key Responsibilities * First\-level support for VoIP, networking, and connectivity issues * Troubleshoot SIP, call quality, latency, jitter, and registration failures * Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics) * Troubleshoot WiFi drops, access point connectivity, and cabling\-related issues * Provision phones, extensions, voicemail, call flows, and SIP trunk configs * Manage and prioritize tickets through our help desk system * Escalate complex problems with proper documentation * Update knowledge base articles and internal processes Minimum Requirements (applications without these will be rejected) * 3**\+ years of VoIP or network support experience (required)** * Direct experience with: * **SIP, PBX systems, SIP trunks** * **Routers, switches, WiFi troubleshooting** – **MOS score, latency, jitter, packet loss** * **Strong understanding of:** – TCP/IP, DNS, DHCP, NAT– Basic routing/switching concepts * Experience with help desk ticketing systems * Ability to explain issues clearly to non\-technical users * Strong written communication — clear notes and documentation required * Customer\-first mindset and ability to stay calm under pressureNice to Have * CompTIA Network\+, CCNA, or VoIP\-related certifications * Experience in telecom, MSP, or VoIP carrier environment * Experience with Poly, Grandstream, or cloud PBX platforms Work Environment * Remote Work * Fast\-paced telecom environment * Growth opportunities into Tier 2, NOC, or engineering roles. Why Join Us? * Competitive salary * Growth\-focused team * Exposure to telecom systems, PBX platforms, and advanced VoIP networking Job Types: Full\-time, Permanent Pay: $14,000\.00 \- $22,000\.00 per hour Expected hours: 40 per week Application Question(s): * How much hands\-on experience do you have troubleshooting VoIP or network\-related issues (WiFi, routers, call quality, SIP registration, etc.)? * What areas have you supported in previous roles? * How comfortable are you running basic network diagnostics (ping, traceroute, checking IP addresses, DNS/DHCP)? * This role is NOT desktop support (Microsoft, Windows, computer repair). Do you have direct experience specifically with VoIP or network troubleshooting? * What best describes your background? Telecom / VoIP Support Network Support (routers/switches/firewalls) General IT Helpdesk (Windows / desktop support) Software / App Support Experience: * IT support: 3 years (Required) * Networking: 3 years (Required) Work Location: Remote