Telecom Help Desk Specialist

UniVoxx LLC; Bloomfield Hills (MI); On-site; USD 45,000 - 70,000; Full time

Job summary

UniVoxx LLC in Michigan is seeking a Telecom Help Desk Specialist to be the first point of contact for customers experiencing VoIP platform issues. You will diagnose and troubleshoot VoIP, networking, and telecom hardware/software, assist with onboarding and training, and create support documentation.

This role requires participation in an after-hours, on-call rotation, including nights and weekends, on a rotating schedule.

Qualifications

• 2+ years in a help desk, IT support, or technical support role.
• Solid networking fundamentals — routers, switches, VLANs, DNS/DHCP, basic troubleshooting.
• Telecom or VoIP experience strongly preferred.
• Strong customer service skills; able to explain technical issues to non-technical users.
• Comfortable working independently in a small, fast-paced team.
• Able to manage multiple open tickets with strong attention to detail.
• Valid driver's license and reliable transportation.
• High school diploma required; associate degree or technical certification (A+, Network+, CCNA, etc.) a plus.

Responsibilities

• Serve as front-line support via phone, email, and ticketing system
• Diagnose and troubleshoot issues related to VoIP, networking, and telecom hardware/software
• Own the customer experience end-to-end, escalating complex issues as needed
• Assist with new customer onboarding, system configuration, and end-user training
• Create and maintain internal and customer-facing support documentation
• Participate in a rotating after-hours/on-call schedule, responding promptly to urgent issues
• Assist with basic firmware and feature testing
• Participate in customer meetings/consultations as needed

Skills

VoIP experience

Customer service

Strong communication

Education

High school diploma

Associate degree or relevant certification a plus

Tools

DNS/DHCP

Firmware testing

Job description

UniVoxx is a fast-growing, software-based telecom company providing VoIP phone service and software to IT resellers, businesses, and call centers. We're looking for a Telecom Help Desk Specialist to serve as a first point of contact for customers experiencing technical issues with our VoIP platform.

This role requires participation in an after-hours, on-call rotation. You will be expected to respond to urgent customer issues outside standard business hours, including nights and weekends, on a rotating schedule. This is a core requirement of the position, not an occasional exception — please only apply if you can reliably commit to this.

Responsibilities

• Serve as front-line support via phone, email, and ticketing system
• Diagnose and troubleshoot issues related to VoIP, networking, and telecom hardware/software
• Own the customer experience end-to-end, escalating complex issues as needed
• Assist with new customer onboarding, system configuration, and end-user training
• Create and maintain internal and customer-facing support documentation
• Participate in a rotating after-hours/on-call schedule, responding promptly to urgent issues
• Assist with basic firmware and feature testing
• Participate in customer meetings/consultations as needed

Qualifications

• 2+ years in a help desk, IT support, or technical support role
• Solid networking fundamentals — routers, switches, VLANs, DNS/DHCP, basic troubleshooting
• Telecom or VoIP experience strongly preferred
• Strong customer service skills; able to explain technical issues to non-technical users
• Comfortable working independently in a small, fast-paced team
• Able to manage multiple open tickets with strong attention to detail
• Valid driver's license and reliable transportation
• High school diploma required; associate degree or technical certification (A+, Network+, CCNA, etc.) a plus