This is an English-only technical support role supporting U.S.based business customers. Spanish-only applicants will not be considered.

ALL RESUMES MUST BE IN ENGLISH.

This is NOT a desktop support role.

If your background is mainly desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk, please do not apply.

We are hiring a Level 1 Help Desk Support Technician with _real telecom experience_ — specifically in VoIP, networking, and SIP-based troubleshooting.

A Day in This Role
- Answer incoming client calls related to VoIP, internet, or WIFI issues
- Work tickets involving call quality, dropped calls, network drops, or routing problems
- Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)
- Assist with PBX provisioning, phone registration, and softphone setup
- Prioritize outages (phones down, internet down, WiFi down)
- Document every step clearly and communicate status updates professionally
- Escalate advanced issues to senior telecom engineers when appropriate
- Maintain ticket SLAs with clear,



fast response times

Key Responsibilities
- First-level support for VoIP, networking, and connectivity issues
- Troubleshoot SIP, call quality, latency, jitter, and registration failures
- Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)
- Troubleshoot WiFi drops, access point connectivity, and cabling-related issues
- Manage and prioritize tickets through our help desk system
- Escalate complex problems with proper documentation
- Update knowledge base articles and internal processes
- 3+ years of VoIP or network support experience (required):
- Direct experience with:
- SIP, PBX systems, SIP trunks:
- Routers, switches, WiFi troubleshooting
- MOS score, latency, jitter, packet loss
- Strong understanding of:
- TCP/IP, DNS, DHCP, NAT- Basic routing/switching concepts
- Experience with help desk ticketing systems
- Ability to explain issues clearly to non-technical users
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📌 Level 1-2 Voip (Palermo)
🏢 Vivant
📍 Palermo