Technical Support Specialist

Apt; Birmingham (AL); On-site; USD 42,000 - 64,000; Full time

Job summary

Apt seeks a Technical Support Specialist to provide hands-on VoIP and networking support in a fast-paced environment. You will diagnose issues, document steps, and follow up to ensure customer satisfaction.

With 1–2 years of relevant experience, you’ll stay current on VoIP technologies and collaborate across teams to deliver high-quality support.

Bachelor’s degree in IT or CS preferred; CCNA or CompTIA Network+ certifications are a plus.

Qualifications

• 1–2 years of experience troubleshooting VoIP or network-related issues in a technical support or NOC environment.
• Working knowledge of VoIP protocols, SIP, RTP, and general networking principles.
• Strong ticketing and documentation skills with attention to accuracy and detail.

Responsibilities

• Provide technical support and troubleshooting for VoIP platforms, calling solutions, and basic telephony systems.
• Diagnose and resolve VoIP and network-related issues, ensuring quick and effective solutions for customers.
• Document support tickets thoroughly, including troubleshooting steps, resolutions, and follow-up actions.
• Follow up with customers to confirm resolution and ensure satisfaction.
• Identify recurring issues and trends, recommending proactive solutions or process improvements to enhance service quality.
• Collaborate with internal teams to resolve escalations and drive continuous improvement in service delivery.
• Stay current on emerging VoIP technologies and industry best practices to deliver high-quality, informed support.

Skills

VoIP troubleshooting

SIP

RTP

Networking principles

Ticketing & documentation

Problem solving

Customer focus

Pattern recognition

Education

Bachelor's degree in IT/CS

Job description

We’re seeking a motivated Technical Support Specialist with hands-on experience supporting VoIP systems and networking technologies. This role is ideal for someone who thrives on solving complex technical challenges, delivering outstanding customer experiences, and continuously improving processes within a fast-paced support environment.

What You’ll Do

• Provide technical support and troubleshooting for VoIP platforms, calling solutions, and basic telephony systems.
• Diagnose and resolve VoIP and network-related issues, ensuring quick and effective solutions for customers.
• Document support tickets thoroughly, including troubleshooting steps, resolutions, and follow-up actions.
• Follow up with customers to confirm resolution and ensure satisfaction.
• Identify recurring issues and trends, recommending proactive solutions or process improvements to enhance service quality.
• Collaborate with internal teams to resolve escalations and drive continuous improvement in service delivery.
• Stay current on emerging VoIP technologies and industry best practices to deliver high-quality, informed support.

What You Bring

• 1–2 years of experience troubleshooting VoIP or network-related issues in a technical support or NOC environment.
• Working knowledge of VoIP protocols, SIP, RTP, and general networking principles.
• Strong ticketing and documentation skills with attention to accuracy and detail.
• Proven problem-solving ability and a customer-first mindset.
• Ability to spot patterns and provide insight-driven recommendations for improvement.
• Bachelor’s degree in IT, Computer Science, or a related field preferred.
• Certifications such as CCNA or CompTIA Network+ are a plus.

Why You’ll Love This Role

• Be part of a collaborative and customer-focused team where your technical skills make a real impact.
• Gain exposure to cutting-edge VoIP and networking technologies.
• Enjoy opportunities to grow your expertise and advance within a technology-driven environment.

If you’re passionate about delivering exceptional support, solving technical challenges, and growing your career in the VoIP and networking space, we’d love to hear from you!