L1 Technician - Voice

The Voice Level 1 Support Technician serves as the first line of support for In-Telecom cloud voice clients, providing support through phone, email, ticketing system, chat, and remote support tools.

This role is responsible for troubleshooting and resolving common support requests for cloud-based phone systems built on a Net Sapiens platform, including desk phones, softphones, voicemail, call forwarding, basic user settings, call quality symptoms, device connectivity, and general phone system functionality.

This position operates in a fast-paced support environment where technicians assist multiple client environments, manage competing priorities, and balance urgency, accuracy, documentation, and client communication.

The Voice Level 1 Technician is expected to own tickets from first response through resolution or proper escalation, follow documented processes and SOPs, maintain accurate ticket notes and time entries, and escalate issues appropriately when additional technical support, carrier involvement, vendor support, or operational alignment is needed.

The ideal candidate is technically curious, coachable, client-focused, and able to shift priorities quickly based on client impact. This role provides strong opportunity for continued learning and growth within voice services and the broader technical career path.

Participation in a rotating on-call schedule may be required to provide after-hours support coverage.

· Provide first-level technical support for cloud voice clients across multiple client environments.

· Support common service requests and issues within the NetSapiens voice platform.

· Respond to voice-related tickets, calls, alerts, and service requests in a timely, professional, and client-focused manner.

· Troubleshoot common issues involving desk phones, softphones, voicemail, voicemail-to-email, call forwarding, call transfer, call parking, caller ID, phone registration, and basic call routing questions.

· Assist users with voicemail setup, voicemail password resets, user portal access, softphone login, basic device settings, and general phone system usage questions.

· Perform approved user-level changes within documented Level 1 scope, such as basic call forwarding, voicemail settings, user updates, device assignment checks, and simple feature changes.

· Gather required troubleshooting details for call-related issues, including affected user, extension, phone number, call direction, call time, caller/called number, error messages, device type, location, and business impact.

· Perform basic troubleshooting for call quality symptoms such as one-way audio, dropped calls, static, delay, echo, poor headset audio, or intermittent connectivity.

· Validate basic connectivity for phones and voice devices, including power, cabling, network connection, reboot status, IP address, and registration status.

· Support common issues involving Yealink, Poly, and similar cloud-compatible VoIP phones.

· Support basic questions or issues involving paging systems, fax machines, e-fax solutions, analog devices, and ATA adapters.

· Assist with basic network troubleshooting related to VoIP services, including DHCP, VLAN awareness, internet connectivity, device registration, and basic switch or router connectivity symptoms.

· Review and follow client-specific call-flow documentation when troubleshooting routing or feature questions.

· Maintain clear and timely client communication throughout the ticket lifecycle.

· Confirm issue resolution with the end user before closing tickets.

· Accurately document troubleshooting steps, client updates, call examples, time entries, configuration changes, and resolution details.

· Identify recurring voice issues, repeated client-impacting symptoms, device patterns, call-quality trends, or potential call-flow concerns and escalate appropriately.

· Escalate issues to Voice Level 2, Voice Engineering, carriers, vendors, networking resources, or service leadership when the issue exceeds Level 1 scope or indicates a larger technical concern.

· Participate in ongoing training, coaching, and technical skill development.

Experience supporting or exposure to:

· NetSapiens or another cloud-based voice platform.

· Desk phones, softphones, mobile voice applications, headsets, and basic voice user settings.

· Yealink, Poly, and similar cloud-compatible VoIP phones.

· Voicemail setup, voicemail password resets, call forwarding, caller ID, call transfer, call parking, and general end-user phone features.

· Basic VoIP concepts, including extensions, direct inward dialing numbers, call routing, call queues, hunt groups, auto attendants, schedules, voicemail, SIP registration, and call quality symptoms.

· Paging systems, fax lines, e-fax solutions, analog devices, and ATA adapters.

· Basic network connectivity concepts, including Ethernet, Wi-Fi, IP addressing, DNS, DHCP, VLAN awareness, QoS awareness, and internet connectivity.

· Microsoft Teams, Microsoft 365, Outlook, and common business applications.

· Remote support tools, ticketing systems, documentation platforms, and monitoring tools.

· Basic hardware troubleshooting for phones, headsets, adapters, cabling, power supplies, and peripherals.

Minimum Qualifications

· Associate degree, technical school training, relevant certifications, or equivalent hands-on IT experience High school diploma or equivalent required.

· Associate degree, technical school training, relevant certifications, or equivalent hands-on technical support experience preferred.

· Minimum of 1 year of experience in a Help Desk, Service Desk, voice support, telecommunications, customer support, or technical support role preferred.

· Experience working in a Managed Services Provider, VoIP provider, telecom, or multi-client support environment is a plus.

· Qualified candidates should have strong customer service, communication, troubleshooting, and documentation skills, with the ability to manage multiple tickets, prioritize based on client impact, follow SOPs and escalation paths, and recognize when an issue requires higher-level technical support.

One or more of the following certifications preferred:

· CompTIA ITF+

· CompTIA A+

· CompTIA Network+

· NetSapiens platform training or certification

· 3CX Basic or Intermediate Certification

· RingCentral, Zoom Phone, Teams Phone, or other voice platform certifications

· Other telecommunications, networking, Microsoft 365, or VoIP-related certifications