Telecom Support Technician

Job Description

Job Description

Why Work With Us

Our fast-growing business telecom company is looking for a friendly, motivated Tier 1 Support Technician who desires hands-on experience in the business IT sector within a collaborative office environment.

Are you a people person? Do you enjoy games and the challenge of problem solving? Are you interested in technology and have a knack for making things work? This position could be for you.

What You’ll Do

•       Serve as the first point of contact for inbound customer calls and support tickets

•       Diagnose and troubleshoot technical issues related to VoIP phones, internet connectivity, network equipment, and cloud-based systems

•       Walk customers through step-by-step resolutions clearly and patiently over phone and email

•       Provision and configure VoIP services, SIP trunks, and cloud PBX systems for new and existing customers

•       Perform basic network diagnostics including connectivity checks, router/switch configuration, and identifying hardware or ISP-related issues

•       Use AI-powered tools to research issues, draft documentation, and accelerate ticket resolution

•       Log, track, and manage support tickets accurately in the CRM/ticketing system

•       Escalate complex or unresolved issues to Tier 2 support with thorough notes and diagnostic findings

•       Learn and stay current on VoIP technology, telecom standards, and Vonix product updates

We’d Love to Meet You If...

Technical Skills

•       You understand basic networking concepts — IP addresses, DNS, DHCP, routers, and switches

•       You are comfortable navigating Windows and/or Mac operating systems and can troubleshoot common OS-level issues

•       You have some familiarity with VoIP, SIP, or cloud phone systems (or are eager to learn)

•       You know how to read and interpret basic error logs or diagnostic outputs

•       You are comfortable using AI tools (such as ChatGPT, Claude, or similar) to research problems, summarize information, and draft communications

•       Experience with ticketing or CRM platforms (e.g. Freshdesk, Zendesk, Zoho) is a plus

Soft Skills & Work Style

•       You are good at games requiring strategy, logic, and problem solving

•       You enjoy talking with people and can interact professionally with business owners

•       You are confident, competent, friendly, and self-responsible

•       You are able to receive feedback and work with it constructively

•       You can stay organized and juggle multiple tasks at the same time

•       High school diploma or equivalent required; technical coursework or certifications (CompTIA IT Fundamentals, A+, Network+) are a plus

What We Offer

•       In-office position with the possibility of remote work over time

•       Part-time and full-time hours available

•       Hands-on experience with real business telecom systems from day one

•       New and interesting technical puzzles to solve every day

•       Mentorship and ongoing training

•       Long-term growth and promotion opportunities

How to Apply

Interested candidates are encouraged to submit a resume and a brief cover letter describing their interest in the role and any relevant experience. We look forward to connecting with you!

Vonix is a privately-owned VoIP telecom company based in Orlando, Florida. Our team has decades of experience in cloud-based business solutions. We believe that businesses deserve custom solutions with personalized service. We are committed to always putting our customers first by:

Providing high-quality, reliable service
Offering every customer professional support
Developing cutting-edge technology
Helping businesses communicate better

Company Description

Vonix is a privately-owned VoIP telecom company based in Orlando, Florida. Our team has decades of experience in cloud-based business solutions. We believe that businesses deserve custom solutions with personalized service. We are committed to always putting our customers first by:\r\n\r\nProviding high-quality, reliable service\r\nOffering every customer professional support\r\nDeveloping cutting-edge technology\r\nHelping businesses communicate better