Remote VoIP Support Specialist

NWN; Boston (MA); Remote; USD 52,000 - 74,000; Full time

Job summary

NWN in Boston seeks a Service Specialist to monitor incidents, perform initial troubleshooting, and document work in ServiceNow. You will respond to customer requests and help maintain smooth voice and collaboration services.

The role requires at least a GED/high school diploma and 1+ years in a help desk or technical support, with familiarity in VoIP, SIP, networking, and Microsoft 365. Remote work is available, with after-hours coverage as needed.

Qualifications

• 1+ years of Help Desk, NOC, MSP, or technical support experience.
• Basic knowledge of VoIP, SIP, networking, and Microsoft 365.
• Comfort with adopting emerging AI tools to optimize processes.

Responsibilities

• Monitor and respond to incidents, alarms, and customer requests.
• Perform initial troubleshooting for Cisco CUCM, Unity Connection, gateways, SIP trunks, and devices.
• Document work in ServiceNow and maintain knowledge articles.
• Escalate complex voice and collaboration issues to L2/L3 teams.
• Provide customer communications and ticket updates.
• Participate in after-hours coverage as assigned.

Skills

Help Desk Experience

VoIP knowledge

Networking basics

Microsoft 365 basics

AI tools literacy

Education

GED or High School Diploma

Job description

NWN in Boston seeks a Service Specialist to monitor incidents, perform initial troubleshooting, and document work in ServiceNow. You will respond to customer requests and help maintain smooth voice and collaboration services.

The role requires at least a GED/high school diploma and 1+ years in a help desk or technical support, with familiarity in VoIP, SIP, networking, and Microsoft 365. Remote work is available, with after-hours coverage as needed.