Technical Support Specialist

Apt; Birmingham (AL); On-site; USD 42,000 - 62,000; Full time

Job summary

Apt in Birmingham, AL is seeking a Technical Support Specialist to provide hands-on support for VoIP platforms, calling solutions, and basic telephony systems. You will diagnose VoIP and networking issues, document steps, resolutions, and follow-up actions, and collaborate with internal teams to resolve escalations quickly.

The ideal candidate has 1–2 years of VoIP or network troubleshooting experience, working knowledge of SIP and RTP, and strong ticketing and documentation skills with a

Qualifications

• 1–2 years of VoIP or network troubleshooting experience.
• Familiarity with SIP, RTP, and basic networking.
• Strong documentation and ticketing skills; detail-oriented.
• Bachelor's degree preferred.

Responsibilities

• Provide technical support and troubleshooting for VoIP platforms and basic telephony systems.
• Diagnose and resolve VoIP and network issues with prompt solutions.
• Document support tickets with steps, resolutions, and follow-ups.
• Follow up with customers to confirm resolution and satisfaction.
• Identify recurring issues and suggest proactive improvements.
• Collaborate with teams to resolve escalations and improve service delivery.
• Stay current on VoIP technologies and industry best practices.

Skills

VoIP troubleshooting

Networking principles

Ticketing & documentation

Customer focus

Pattern recognition

Education

Bachelor's degree in IT/CS

Tools

VoIP platforms

Ticketing systems

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.