Network & VoIP Helpdesk Support

Job Description

100% In-Office with no WFH/REMOTE Setup.

We are looking for a Network & VoIP Helpdesk Support with hands-on telecom experience. Candidates must have real-world experience troubleshooting VoIP systems, SIP trunks, routers, switches, and WiFi networks. The role involves resolving call quality issues, connectivity problems, and basic network incidents in a live environment. Must be comfortable handling calls with commercial customers.

About the Role:

As a Network & VoIP Helpdesk Support, you will serve as the first-line technical support for our clients, handling inbound and outbound calls and support tickets. You will diagnose and resolve common issues and ensure a positive customer experience through clear communication and structured troubleshooting.

Key Responsibilities of a Network & VoIP Helpdesk Support

Provide helpdesk support for VoIP phone systems and internet connectivity

Respond to client calls, emails, and support tickets

Troubleshoot VoIP call quality issues, phone registration, and connectivity problems

Diagnose and resolve network-related issues involving routers, switches, firewalls, and WiFi devices

Assist with PBX configuration changes such as extensions, call routing, and IVR (call tree) setup

Support phone number porting and service provisioning for new clients

Configure and provision VoIP phones and networking equipment

Document troubleshooting steps and update support tickets accurately

Escalate complex issues to senior engineers when necessary

Follow up with clients to ensure issues are fully resolved.

Tools & Technologies We Use

Cradlepoint

Ubiquiti

Meraki

Grandstream IP Phones

Vivant Proprietary PBX

Utiliko Business Management System

Common Issues You Will Troubleshoot:

VoIP phone registration issues

IVR / call tree configuration

Poor audio quality or dropped calls

Network connectivity affecting SIP/RTP traffic

Firewall configuration and NAT traversal issues

Internet connectivity problems

Requirements

3+ years of experience in technical support, helpdesk, or network/VoIP support.

Hands-on experience troubleshooting:

Firewalls

Network switches

Wireless access points (WAPs)

PBX systems

VoIP phones

Strong understanding of networking fundamentals:

TCP/IP

DNS

DHCP

NAT

Familiarity with VoIP protocols such as SIP and RTP is a plus

Strong problem-solving and customer communication skills

Comfortable providing phone-based technical support to business clients

Schedule:

Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F

Benefits

Benefits:

Company Events

Healthcare Plans

Paid Training

Opportunities for Promotion

Holiday Cash Gift

Recognition and Rewards

Full-time