Help Desk Specialist – Level 1 (VoIP Focus)

About the role

We are looking for a motivated Help Desk Support Technician (Level 1) with a focus on VoIP to provide first‑line assistance to our diverse client base. This fully remote position is ideal for early‑career professionals who enjoy troubleshooting IT and VoIP issues and delivering a smooth support experience.

Key responsibilities

• Provide remote technical support via phone, email, and ticketing platforms.
• Act as the first point of contact for basic IT and VoIP support requests.
• Troubleshoot VoIP hardware, software, and call‑quality issues.
• Assist with VoIP configurations, extensions, devices, and dial plans.
• Support system updates, documentation, and routine maintenance.
• Set up and provision desktops, laptops, and network printers.
• Diagnose and resolve Windows, Microsoft 365, and connectivity problems.
• Configure, test, and troubleshoot VPN access.
• Perform remote troubleshooting using AnyDesk or TeamViewer.
• Manage, update, and document tickets in OTRS or similar systems.
• Follow up with clients to confirm resolution and satisfaction.
• Escalate complex technical, networking, VoIP, or security issues to senior staff.
• Identify recurring issues and suggest simple process improvements.

Required profile

• University or college diploma in Computer Science, IT, Telecommunications, or related field.
• Minimum 1 year of customer service or technical support experience in the IT industry.
• Basic to intermediate knowledge of VoIP systems and telephony concepts.
• Good understanding of Windows environments and basic networking.
• Proficiency with Microsoft 365 (Outlook, Word, Excel).
• Familiarity with Active Directory user management.

Required skills

• VoIP systems and hardware
• VoIP software and call‑quality troubleshooting
• VoIP configuration (extensions, devices, dial plans)
• Windows operating system
• Microsoft 365 suite
• Active Directory
• VPN configuration and troubleshooting
• Remote support tools (AnyDesk, TeamViewer)
• Ticketing platforms (OTRS or similar)
• Basic networking concepts

What we offer

• Salary range $1,000 – $1,700 USD per month (based on experience).
• 100 % remote work, with preference for candidates in Latin America.
• Opportunity for growth into specialized areas such as cybersecurity.