About this role
This is a Level 1/2 support role on a small technical team. You are the first voice a customer hears when their phones stop working properly, which means the job is equally about diagnosis and about keeping a frustrated caller calm while you work. You will be trained on the in-house platforms. What you need to bring is real VoIP troubleshooting instinct and a steady phone manner.
What you’ll do
- Answer inbound support calls and resolve Level 1/2 issues on the first call where possible
- Diagnose call-quality problems reported live: choppy audio, one-way audio, dropped calls, registration failures
- Check jitter, latency, bandwidth and packet loss to separate a network problem from a handset problem
- Provision and configure IP phones and ATAs, including extensions, call routing, IVR and hunt groups
- Log every issue in the ticketing system with findings clear enough for the next person to pick up
- Decide what to own at Level 1/2 and escalate the rest to Level 2/3 with the diagnostic work already done
- Follow up on open tickets until the customer confirms the issue is resolved
What we’re looking for
- Hands-on VoIP or SIP support experience in a customer-facing role
- Ability to diagnose call-quality issues using jitter, latency, bandwidth and packet loss
- Hands-on experience with Yealink, Polycom or Grandstream IP phones
- Experience working tickets in a helpdesk system such as Zoho Desk, Freshdesk, Zendesk or Jira Service Management
- Clear, calm spoken English and the confidence to explain a technical cause to a non-technical caller
- Available for US Eastern hours, 9:00 AM to 6:00 PM ET
Nice to have
- Experience with a hosted PBX management portal — the in-house platform is nSwitch (MyPBX Manager), and this is trainable
- Experience with a business messaging service — the in-house platform is Chatserve, and this is trainable
- Experience with a cloud fax service — the in-house platform is FaxEdge, and this is trainable
- Familiarity with QoS configuration, codec selection or SIP trunk troubleshooting
- Exposure to network fundamentals: VLANs, NAT traversal, firewall rules affecting SIP
About F5 Global Talent
F5 Global Talent is a people-first company that hires experienced professionals and places them in long-term, fully remote roles with leading U.S. companies. We are your direct employer of record — we handle payroll, equipment, HR, and ongoing support, so you can focus on doing your best work. To date we have placed 500+ professionals, and 98% remain with their role past the first 90 days.