Telecom Administrator (Tier 1 Support)

We're looking for a Telecom Administrator to join our support team and play a key role in delivering exceptional service to customers while ensuring communication systems run smoothly.

Key Responsibilities

• Handle inbound customer calls and accurately create or update support tickets.
  
• Monitor emails and ticket queues for new incidents, updates, and escalations.
  
• Perform Tier 1 support tasks including:
  
  • Voicemail password resets
    
  • Extension name changes
    
  • Basic telecom programming changes
    
  • Initial troubleshooting for call-related issues
    
• Provide remote support and assist customers with basic hardware troubleshooting.
  
• Coordinate with field technicians and higher-tier support teams to drive issue resolution.
  
• Maintain accurate ticket documentation and customer communications.
  

What We're Looking For

✅ Strong customer service and communication skills

✅ Experience in technical support, helpdesk, service desk, telecom support, or NOC environments

✅ Basic understanding of TCP/IP networking

✅ Familiarity with Microsoft Windows environments

✅ Ability to troubleshoot technical issues and provide clear instructions to users of all skill levels

✅ Strong attention to detail and documentation skills

✅ Ability to multitask in a fast-paced support environment

Nice to Have

• Experience with VoIP, PBX, SIP, or Unified Communications platforms
  
• Exposure to Mitel SX-200 ICP, Mitel MiVoice Business (3300), Mitel MiVoice Office (400), or PhoneSuite Voiceware
  
• Telecom, networking, or IT certifications (CCNA, Network+, etc.)