Telecom Help Desk Specialist

UniVoxx is a fast-growing, software-based telecom company providing VoIP phone service and software to IT resellers, businesses, and call centers. We’re looking for a Telecom Help Desk Specialist to serve as a first point of contact for customers experiencing technical issues with our VoIP platform.

This role requires participation in an after-hours, on-call rotation. You will be expected to respond to urgent customer issues outside standard business hours, including nights and weekends, on a rotating schedule. This is a core requirement of the position, not an occasional exception - please only apply if you can reliably commit to this.

Responsibilities

• Serve as front-line support via phone, email, and ticketing system
• Diagnose and troubleshoot issues related to VoIP, networking, and telecom hardware/software
• Own the customer experience end-to-end, escalating complex issues as needed
• Assist with new customer onboarding, system configuration, and end-user training
• Create and maintain internal and customer-facing support documentation
• Participate in a rotating after-hours/on-call schedule, responding promptly to urgent issues
• Assist with basic firmware and feature testing
• Participate in customer meetings/consultations as needed

• 2+ years in a help desk, IT support, or technical support role
• Solid networking fundamentals - routers, switches, VLANs, DNS/DHCP, basic troubleshooting
• Telecom or VoIP experience strongly preferred
• Strong customer service skills; able to explain technical issues to non-technical users
• Comfortable working independently in a small, fast-paced team
• Able to manage multiple open tickets with strong attention to detail
• Valid driver’s license and reliable transportation
• High school diploma required; associate degree or technical certification (A+, Network+, CCNA, etc.) a plus, * How many years of experience do you have troubleshooting networking issues (routers, switches, VLANs, DNS/DHCP)?
• Do you have prior experience with VoIP or telecom systems? If yes, briefly describe.
• This role requires participation in a rotating after-hours/on-call schedule, including nights and weekends, where you must be reachable and able to respond to urgent issues. Are you able and willing to commit to this on an ongoing basis?

Experience:

• help desk or technical support: 2 years (Preferred)

• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance