L1 VoIP Service Desk Technician - Remote

Overview

The L1 VoIP Service Desk Technician provides first-level support in an inbound call center environment, focusing on resolving network and VoIP-related issues while ensuring customer satisfaction.

In Short

• Provide first-level support for network and VoIP issues.
• Diagnose user-reported problems and guide customers through solutions.
• Troubleshoot IP phone registration and call quality issues.
• Manage hardware inventory for customer deployments and RMA orders.
• Record and manage call transactions using ticketing software.
• Perform follow-ups to ensure issue resolution and customer satisfaction.
• Monitor network outages and escalate as needed.
• Provide remote support to field engineers during installations.
• Maintain optimal performance of IP PBX server infrastructure.
• Work independently and collaboratively in a team-oriented environment.

Requirements

• Excellent communication and customer service skills.
• Proven organization and time management skills.
• Professional phone etiquette and clear verbal communication.
• Self-motivated with strong problem-solving abilities.
• Proficient in Microsoft desktop applications.
• Ability to learn new software applications quickly.
• Basic knowledge of VoIP technologies and troubleshooting.
• Outstanding analytical skills with attention to detail.
• Ability to work in a collaborative team environment.
• Understanding of cloud infrastructure concepts.

Benefits

• Remote work setup.
• Company laptop provided.
• HMO coverage with 4 free dependents on Day 1.
• 15 days paid time off per year.
• 13th month pay.
• Government statutory benefits.