Telecom Help Desk Specialist

We are seeking a Telecom Help Desk Specialist to join our support team. In this role, you will be the first point of contact for customers experiencing technical issues, providing timely and effective resolutions across our VoIP platform. You will work closely with clients to diagnose problems, guide them through solutions, and ensure their phone systems run smoothly. You will also contribute to internal documentation and help improve the overall support experience., * Provide front-line help desk support via phone, email, and ticketing system while delivering excellent customer service.

• Diagnose and troubleshoot technical issues related to VoIP, networking, and telecom hardware/software.
• Escalate complex issues appropriately while maintaining ownership of the customer experience.
• Assist with onboarding new customers, including system configuration and end-user training.
• Create and maintain internal and customer-facing support documentation.
• Collaborate with team members to resolve issues and complete projects on time.
• Participate in customer meetings and consultations as needed.
• Assist with basic firmware and feature testing to ensure optimal system performance.
• Provide after-hours support on a rotating basis, responding to urgent customer issues outside of standard business hours - this is a critical part of the role and requires reliable availability.

Do you have a valid Driver’s License license?, Do you have experience in Teamwork?, Do you have a High school diploma or GED?, This role is a great fit for someone with a solid help desk background who is comfortable working in a fast-paced, small-team environment. Telecom or VoIP experience is a plus, but a strong networking or IT foundation and a willingness to learn will go a long way. You should be a natural problem-solver who is comfortable diving into unfamiliar issues and seeing them through to resolution., * High school diploma or equivalent; associate degree, technical certification, or some college preferred.

• 2+ years of experience in a help desk or technical support role.
• Networking or IT experience, including familiarity with routers, switches, VLANs, and basic network troubleshooting.
• Telecom or VoIP experience preferred but not required - a strong desire to learn is equally valued.
• Strong customer service skills with the ability to communicate technical concepts clearly to non-technical users.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a small, collaborative team.
• Strong attention to detail and ability to manage multiple open tickets simultaneously.
• Valid driver’s license and reliable transportation.
• Willingness to travel occasionally for on-site customer deployments.

Pulled from the full job description

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