IT Helpdesk - VOIP Experience

The IT Helpdesk / Service Desk Representative is responsible for providing technical assistance and troubleshooting support to employees, customers, and internal users. The role will handle hardware, software, network, and application-related concerns, with a strong focus on VoIP, telephony, and communication systems commonly used in a BPO environment.

Key Responsibilities

• Provide first-level technical support through phone, chat, email, or ticketing systems.
• Troubleshoot VoIP phones, softphones, headsets, dialers, and telephony applications.
• Diagnose and resolve connectivity, audio, call-quality, login, and system access issues.
• Support users with password resets, account access, software installation, and basic configuration.
• Troubleshoot Windows workstations, peripherals, printers, and other IT equipment.
• Investigate network-related issues, including LAN/Wi-Fi connectivity, IP configuration, and VPN access.
• Monitor and escalate unresolved incidents to Level 2/3 IT teams or appropriate technical groups.
• Create, update, and maintain accurate incident and service request tickets.
• Assist with user onboarding, workstation setup, system access, and IT equipment deployment.
• Follow established ITIL, security, and incident-management procedures.
• Maintain professional communication while providing timely and effective technical support.
• Meet established SLA, productivity, quality, and customer satisfaction metrics.

VoIP / Telephony Responsibilities

• Troubleshoot VoIP connectivity, call drops, one-way audio, no audio, echo, and poor call quality.
• Support softphones and BPO telephony platforms such as Avaya, Cisco, Genesys, RingCentral, NICE, Five9, or similar systems.
• Perform basic troubleshooting of SIP, IP phone, headset, and network-related issues.
• Coordinate with telecom and network teams for complex VoIP incidents.
• Assist in configuring and troubleshooting user extensions and telephony devices.

Qualifications

• Bachelor’s degree, associate degree, or relevant technical certification preferred.
• 1–2 years of IT Helpdesk, Service Desk, Technical Support, or similar experience.
• BPO or call center IT support experience is highly preferred.
• Experience supporting VoIP or telephony systems is an advantage.
• Working knowledge of Windows OS, Microsoft Office/365, networking, VPN, and hardware troubleshooting.
• Familiarity with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.
• Strong troubleshooting, analytical, communication, and customer service skills.
• Willing to work onsite, shifting schedules, weekends, and holidays as required by the BPO operation.