Level 1 VoIP

hace 1 semana

WorkFromHome, Colombia Emma of Torre.ai A tiempo completo

I'm helping Vivant Corporation find a top candidate to join their team full‑time for the role of Level 1 VoIP & Network Support Technician (NOT Desktop Support). You'll empower connectivity, ensuring seamless communication and critical network stability. Compensation: USD 1.5K - 2.5K/month Location: Remote (anywhere) Mission of Vivant Corporation: At Vivant, we understand that running a small business requires a lot of effort, and dealing with internet and phone issues can be frustrating, time‑consuming, and costly. That’s why we takes care of everything from primary internet, backup internet, phone service, firewalls, and WiFi, so you can focus on what matters most – growing your business. What makes you a strong candidate You have +3 years experience in VoIP, Network support. You are proficient in Transmission Control Protocol/Internet Protocol (TCP/IP), Session Initiation Protocol (SIP), Routing, PBX, Network troubleshooting. English - Fully fluent Responsibilities and more 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 including SIP traces, pings, traceroutes, MOS score review, and packet loss checks. Assist with PBX provisioning, phone registration, and softphone setup. Prioritize outages such as phones down, internet down, or 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 Provide first‑level support for VoIP, networking, and connectivity issues. Troubleshoot SIP, call quality, latency, jitter, and registration failures. Perform basic network troubleshooting including TCP/IP, DNS, DHCP, and basic routing concepts. Troubleshoot WiFi drops, access point connectivity, and cabling‑related issues. Provision phones, extensions, voicemail, call flows, and SIP trunk configurations. Manage and prioritize tickets through the help desk system. Escalate complex problems with proper documentation. Update knowledge base articles and internal processes. 3+ years of VoIP or network support experience. Direct experience with SIP, PBX systems, SIP trunks, routers, switches, and WiFi troubleshooting. Knowledge of MOS score, latency, jitter, and packet loss. Strong understanding of TCP/IP, DNS, DHCP, NAT, and basic routing/switching concepts. Experience with help desk ticketing systems. Ability to explain issues clearly to non‑technical users. Strong written communication skills for clear notes and documentation. Customer‑first mindset and ability to stay calm under pressure. Nice to Have CompTIA Network+, CCNA, or VoIP‑related certifications. Experience in telecom, MSP, or VoIP carrier environments. Experience with Poly, Grandstream, or cloud PBX platforms. Seniority Level Associate Employment Type Full‑time Job Function Information Technology Industries Staffing and Recruiting #J-18808-Ljbffr

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