Tier 1 Support Agent

Helpdesk Support Agent – Telecom & VoIP Specialist

Location: In office

Employment Type: Full-Time

Department: Operations

About the Role

We’re seeking a Helpdesk Support Agent with previous telecom experience to join our growing support team. This role is ideal for someone who understands cloud communications, VoIP systems, network fundamentals, and customer‑focused troubleshooting. You’ll serve as the front line for technical support, resolving issues quickly and ensuring clients receive exceptional service. Mitel and NEC experience is a plus.

Key Responsibilities:

• Provide Tier 1–2 technical support for VoIP, Mitel and NEC, and related communication platforms.
• Troubleshoot call quality issues, device provisioning, network configuration, and endpoint setups.
• Diagnose and resolve telecom-related tickets via phone and email.
• Perform remote support for IP phones, softphones, routers, and network equipment.
• Escalate complex issues to engineering or advanced support teams when necessary.
• Maintain detailed ticket notes and documentation in the support system.
• Collaborate with internal teams to improve processes and customer experience.
• Stay current on VoIP, cloud telephony, and networking best practices.

Required Skills & Experience:

• 1–3+ years in a telecom, VoIP, helpdesk, or IT support role.
• Hands-on experience with:
  • VoIP / SIP technologies.
  • Hosted PBX systems.
  • Softphone and desk phone provisioning.
  • Network troubleshooting (DNS, DHCP, NAT, QoS, firewalls, LAN/WAN).
• Familiarity with tools such as Wireshark, PingPlotter, or similar diagnostics.
• Strong verbal and written communication skills.
• Customer-focused mindset with an ability to translate technical details into user-friendly language.
• Experience with ticketing systems such as Zendesk, Freshdesk, Tigerpaw, or similar.

Preferred (Not Required):

• Certifications: CompTIA A+, Network+, CCNA, or equivalent.
• Experience with major PBX platforms (Mitel SX200, Mitel MiVB, NEC).
• Background working with MSPs, telecom providers, or cloud communications companies.

What We Offer:

• Competitive pay based on experience.
• Opportunities for training, certification, and career advancement.
• Supportive team culture with a focus on growth and customer success.
• Full benefits package (healthcare, 2 weeks vacation, 401k with company match).

Ideal Candidate Snapshot

You are a technically savvy problem-solver with previous telecom experience, comfortable supporting VoIP environments, and able to troubleshoot efficiently while maintaining a high standard of customer service. If you enjoy helping customers, digging into network issues, and working with modern cloud communication technologies, we want to hear from you.