Network & VoIP Technical Support Rep. (NOT Desktop Support)

MUST LIVE IN THE DALLAS-FORT WORTH AREA. 100% In-Office with no WFH/REMOTE Setup.

We are looking for a Level 1/Level 2 VoIP & Network Technical Support Representative 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 VoIP & Network Technical Support Representative, 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.

Your day-to-day life VoIP & Network Technical Support Rep:

Day-to-day tasks include answering client calls, responding to emails, and resolving issues with internet and phone services. You will handle PBX changes, troubleshoot network equipment (firewalls, switches, WiFi devices), provision equipment for new clients, manage phone number porting, and follow up on support tickets to ensure issues are resolved on time.

Hardware/Software Stack that we frequently use:

• Cradlepoint
• Ubiquiti
• Meraki
• Grandstream IP phones
• Vivant Proprietary PBX
• Utiliko Business Management System

Troubleshoot VoIP-related issues including:

• Phone registration
• Call Tree Setup (IVR)
• Audio quality
• Network connectivity problems affecting SIP/RTP
• Firewall configuration and NAT traversal issues

Requirements

Qualification:

• Minimum of 2 years of experience in a similar role
• Experience with troubleshooting Firewalls, Switches, WAPs, PBX and VoIP Phones
• Experience with networking protocols and troubleshooting: TCP/IP, DNS, DHCP, NAT and similar
• Knowledge of VoIP protocols such as SIP and RTP (not required, but nice to have).

Schedule:

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

Benefits

Compensation:

• $50,000 to $75,000 Base Salary per year (Depends on the experience)

Benefits:

• Company Events
• Healthcare Plans
• Paid Training
• Opportunities for Promotion
• Holiday Cash Gift
• Recognition and Rewards