Position Summary
The PSD Support Specialist provides Tier 1 technical support to customers experiencing issues with their VoIP phone systems and network connectivity services. This is a fast-paced role that involves managing support requests via phone, email, and ticketing systems.
The specialist serves as the frontline expert responsible for diagnosing and resolving a wide range of system and network-related issues.
Key Responsibilities
The specialist is the frontline expert responsible for diagnosing and resolving a wide range of issues.
VoIP/PBX System Support
- Diagnose, troubleshoot, and resolve complex issues related to VoIP (Voice over IP), SIP (Session Initiation Protocol), and PBX (Private Branch Exchange) systems (both physical and cloud-based like FreePBX, 3CX, or Cisco CUCM).
- Assist with the provisioning, configuration, and deployment of new VoIP handsets, soft phones, and system extensions.
- Resolve common call quality issues, such as jitter, latency, and echo, often requiring the analysis of call logs or packet captures (Wireshark).
Network and Connectivity Troubleshooting
- Troubleshoot network issues impacting voice communication quality, including local area network (LAN) and wide area network (WAN) connectivity.
- Configure and troubleshoot customer-side network devices like routers, modems, and firewalls to ensure proper Quality of Service (QoS) and port forwarding for VoIP traffic.
- Provide support for network fundamentals such as TCP/IP, DNS, DHCP, and VLANs.
Ticketing and Documentation
- Accurately log, track, and manage customer issues using a ticketing system (e.g., Jira, ServiceNow, Zendesk).
- Create and maintain high-quality internal and customer facing documentation (knowledge base articles, troubleshooting guides).
- Escalate unresolved issues to senior engineering or infrastructure teams when necessary.
Required Qualifications
- Associate's or Bachelor's Degree in Computer Science, Information Technology, or a related field.
- Experience in a 24/7 support environment and willingness to work rotational shifts and holidays.
- 1+ year experience deploying and/or testing VoIP systems or solutions
- 1+ year experience in telecommunications
- 1+ years isolating and repairing VoIP system faults/misconfigurations and/or determining interoperability issues
- Experience with TCP/IP, DNS, DHCP, routers and IP routing, and switches
- Familiarity with VoIP devices, i.e. Linksys PAP2, SPA 9000, and soft phones
- Excellent analytical, troubleshooting and customer service skills
- Good written and verbal communication skills in English
Certifications/Licenses: Relevant technical certifications (CCNA, CompTIA Network+,
CompTIA A+, or specific vendor certifications for Cisco, Microsoft, or VoIP platforms).
Preferred Skills
- Experience with cloud-hosted PBX platforms (e.g., FreePBX, 3CX, RingCentral, Sangoma).
- Familiarity with Wireshark, network analyzers, and SIP troubleshooting tools.
- Ability to manage high call volumes and multitask effectively in a fast-paced support environment.
Core Competencies
- Exceptional problem-solving and analytical abilities for effective root cause analysis.
- Outstanding verbal and written communication skills to explain complex technical concepts to non-technical users with patience and clarity.
- Customer-Centric Focus with a commitment to delivering high-quality service and timely resolutions
- Ability to prioritize and manage multiple simultaneous tasks in a high-pressure, dynamic environment.
Technical Skills
- Expert knowledge of VoIP protocols (e.g., SIP, RTP, Codecs) and their role in telecommunications.
- Proven experience with PBX/Unified Communications platforms (e.g., Asterisk, FreePBX, Cisco, Avaya).
- Strong foundation in networking fundamentals (CompTIA Network+ or CCNA level knowledge).
- Experience troubleshooting modem and router configurations for various internet service types.
- Familiarity with network diagnostic tools like ping, traceroute, and packet sniffers.
- Proficiency with operating systems like Windows and Linux CLI ( Command Line Interface) for system checks and management.
Benefits
Supplemental Pay
Government Mandated Benefits
13th month
Anniversary bonus
Overtime
Perks
Free lunch and snacks
Fun parties and events
Supportive Management
