Tier 1 VoIP Support Technician

Location: Lewisville, TX
Employment Type: Full-Time
Schedule: Monday–Friday with after-hours/weekend on-call rotation
Compensation: Based on experience

Position Overview

We are seeking a Tier 1 VoIP Support Technician to serve as a first point of contact for customers needing technical assistance with VoIP, networking, and related technologies.

This is an excellent opportunity for someone early in their IT career who has a strong networking foundation, enjoys troubleshooting, and wants hands-on exposure to VoIP technologies. The right person will combine technical curiosity with excellent customer service, communication, and attention to detail.

You'll work directly with customers, troubleshoot technical issues, maintain accurate documentation, and collaborate with other technical team members to ensure issues are resolved efficiently.

Key Responsibilities

• Manage and respond to customer service tickets through the company's ticketing system.
• Answer customer calls and emails and provide clear, professional technical support.
• Troubleshoot VoIP, connectivity, and general network-related issues.
• Configure and maintain customer network equipment, including routers.
• Troubleshoot DNS, DHCP, port forwarding, LAN connectivity, firewalls, routers, and related network services.
• Perform onsite customer maintenance and troubleshooting when needed.
• Maintain accurate and timely customer records, ticket notes, and troubleshooting documentation.
• Escalate issues appropriately while providing the next-level technician with thorough documentation.
• Stay current on VoIP products, networking technologies, and troubleshooting techniques.
• Participate in ongoing technical training and professional development.
• Collaborate with team members and share ideas that improve customer support and internal operations.

What We're Looking For

Technical Skills & Experience

• 2–3 years of networking, VoIP, technical support, or related experience preferred.
• Education or training in networking and troubleshooting is also considered.
• Understanding of DNS, DHCP, TCP/IP, port forwarding, and general network connectivity.
• Working knowledge of LANs, firewalls, routers, printers, and network troubleshooting.
• Ability to analyze network issues, identify potential causes, and work toward resolution.
• Comfortable supporting customers by phone in a technical support/call-center environment.
• Entry-level IT certification such as CompTIA A+ or equivalent preferred.
• Ability to manage multiple issues and priorities simultaneously.
• Valid unrestricted driver's license.

Customer Service & Professional Skills

Technical ability is important, but this is also a customer-facing position. We're looking for someone who takes ownership of the customer experience and communicates effectively throughout the troubleshooting process.

The ideal candidate is self-motivated, positive, dependable, highly organized, punctual, and detail-oriented. You should be comfortable explaining technical information to both technical and nontechnical audiences and committed to thoroughly documenting the work you've performed.

Integrity, accountability, teamwork, and a willingness to step in wherever needed are important to success in this position.

Growth Opportunity

This role provides an opportunity to develop deeper expertise in VoIP, networking, troubleshooting, and customer-facing technical support. Team members are encouraged to continue developing their technical skills, participate in training, and take on greater responsibilities as their capabilities grow.

Benefits

• 401(k) with employer matching
• Medical insurance
• Paid Time Off
• Vision insurance
• Supplemental insurance

Work Location: Lewisville, TX. Candidates must be able to reliably commute to the work location and travel to customer sites when required.