Level 1 VoIP

Há 6 horas

São Paulo, São Paulo, Brasil Vivant Corp Tempo inteiro

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 need candidates with hands-on experience supporting VoIP systems, SIP trunks, routers, switches, and WIFI troubleshooting.

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
  • Provision phones, extensions, voicemail, call flows, and SIP trunk configs
  • Manage and prioritize tickets through our help desk system
  • Escalate complex problems with proper documentation
  • Update knowledge base articles and internal processes

Minimum Requirements (applications without these will be rejected)

  • 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
  • Strong written communication — clear notes and documentation required
  • Customer-first mindset and ability to stay calm under pressureNice to Have
  • CompTIA Network+, CCNA, or VoIP-related certifications
  • Experience in telecom, MSP, or VoIP carrier environment
  • Experience with Poly, Grandstream, or cloud PBX platforms

Work Environment

  • Remote Work
  • Fast-paced telecom environment
  • Growth opportunities into Tier 2, NOC, or engineering roles.

Why Join Us?

  • Competitive salary
  • Growth-focused team
  • Exposure to telecom systems, PBX platforms, and advanced VoIP networking

Job Types: Full-time, Permanent

Pay: R$8, R$14,000.00 per month

Application Question(s):

  • How much hands-on experience do you have troubleshooting VoIP or network-related issues (WiFi, routers, call quality, SIP registration, etc.)?

  • What areas have you supported in previous roles?

  • How comfortable are you running basic network diagnostics (ping, traceroute, checking IP addresses, DNS/DHCP)?

  • This role is NOT desktop support (Microsoft, Windows, computer repair). Do you have direct experience specifically with VoIP or network troubleshooting?

  • What best describes your background?

Telecom / VoIP Support

Network Support (routers/switches/firewalls)

General IT Helpdesk (Windows / desktop support)

Software / App Support

  • What is your Whatsapp number and best time to call?

Experience:

  • IT support: 3 years (Required)
  • Networking: 3 years (Required)

Work Location: Remote

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