Tier 1 Support Agent

Pathcom•Malvern, PA

1d•Onsite

About The Position

We’re seeking a Helpdesk Support Agent with previous telecom experience to join our growing support team. This role is ideal for someone who understands cloud communications, VoIP systems, network fundamentals, and customer‑focused troubleshooting. You’ll serve as the front line for technical support, resolving issues quickly and ensuring clients receive exceptional service. Mitel and NEC experience is a plus.

Requirements

1–3+ years in a telecom, VoIP, helpdesk, or IT support role.
Hands-on experience with: VoIP / SIP technologies.
Hosted PBX systems.
Softphone and desk phone provisioning.
Network troubleshooting (DNS, DHCP, NAT, QoS, firewalls, LAN/WAN).
Familiarity with tools such as Wireshark, PingPlotter, or similar diagnostics.
Strong verbal and written communication skills.
Customer-focused mindset with an ability to translate technical details into user-friendly language.
Experience with ticketing systems such as Zendesk, Freshdesk, Tigerpaw, or similar.

Nice To Haves

Certifications: CompTIA A+, Network+, CCNA, or equivalent.
Experience with major PBX platforms (Mitel SX200, Mitel MiVB, NEC).
Background working with MSPs, telecom providers, or cloud communications companies.

Responsibilities

Provide Tier 1–2 technical support for VoIP, Mitel and NEC, and related communication platforms.
Troubleshoot call quality issues, device provisioning, network configuration, and endpoint setups.
Diagnose and resolve telecom-related tickets via phone and email.
Perform remote support for IP phones, softphones, routers, and network equipment.
Escalate complex issues to engineering or advanced support teams when necessary.
Maintain detailed ticket notes and documentation in the support system.
Collaborate with internal teams to improve processes and customer experience.
Stay current on VoIP, cloud telephony, and networking best practices.