We are looking for a proactive and customer-focused Tier 1 Network Support Specialist to join our UCaaS support team. In this role, you will be the first point of contact for technical issues related to voice over IP (VoIP), basic network connectivity, and UCaaS platforms. You will work closely with end users and Tier 2 teams to ensure quick identification and resolution of service-impacting issues.

• Respond to and resolve Tier 1 support tickets related to UCaaS systems, VoIP issues, and basic network problems.
• Troubleshoot call quality issues, dropped calls, and connectivity disruptions on IP phones and softphones.
• Perform basic diagnostics (ping, traceroute, DNS lookups) to identify and escalate issues appropriately.
• Assist users with UCaaS platform features (voicemail, call forwarding, conferencing, etc.).
• Document troubleshooting steps, ticket resolutions, and known issues in a knowledge base.
• Escalate unresolved issues to Tier 2 or engineering teams with proper documentation.
• Provide clear and professional communication with users via phone, chat, or email.

Must have:

• 6 months to 1+ year of experience in an IT support or helpdesk role.
• Basic understanding of networking concepts such as IP addressing, DNS, DHCP, and NAT.
• Experience with or exposure to VoIP systems (e.g., softphones, SIP phones, PBX).
• Ability to perform basic network troubleshooting (ping, traceroute, restarting devices, etc.).
• Strong communication skills and ability to explain technical concepts to non-technical users.
• Willingness to work in a fast-paced support environment with shifting priorities.

Preferred (Not Required):

• Experience working with UCaaS platforms such as RingCentral, Zoom Phone, 8x8, or Microsoft Teams Voice.
• Basic familiarity with SIP protocol and QoS principles.
• IT certifications (CompTIA A+, Network+, or similar) are a plus.