Tier 1 VoIP Support Technician (LNP-Focused)

Department: Voice Operations / Cloud Services
Employment Type: Full-Time

About the Role

Xobee Networks is expanding our Voice Operations team to support continued growth across our hosted VoIP and unified communications platforms. We’re seeking a Tier 1 VoIP Technician with strong attention to detail, a passion for helping others, and a sharp technical mindset grounded in LNP (Local Number Portability) and Linux administration fundamentals.

This role is at the front line of our voice support operations — balancing technical precision with excellent customer communication. You’ll work closely with our provisioning, networking, and carrier relations teams to ensure a seamless voice experience for clients across all Xobee and partner networks.

Key Responsibilities
• Serve as the first point of contact for VoIP-related support requests via ticket, chat, and phone.
• Manage and execute LNP (Local Number Porting) requests with carriers and clients, ensuring accuracy and minimal downtime.
• Troubleshoot SIP registration, call routing, and endpoint provisioning issues.
• Perform Tier 1 triage and escalation for PBX, SBC, and SIP trunk issues.
• Use Linux-based systems for diagnostics, log analysis, and service restarts.
• Collaborate with internal teams (Network Ops, Provisioning, Field) to maintain service uptime and client satisfaction.
• Document troubleshooting steps, porting outcomes, and resolutions in PSA/ticketing system.
• Communicate clearly and empathetically with both technical and non-technical clients — keeping professionalism and bedside manner front and center.

Qualifications

Required:
• 1–2 years experience supporting VoIP or SIP-based services in an MSP, carrier, or IT environment.
• Hands-on familiarity with LNP workflows, including FOC requests, CSR validation, and port-out escalations.
• Working knowledge of Linux CLI for logs, network tools, and service management.
• Understanding of DNS, DHCP, and basic networking fundamentals.
• Exceptional written and verbal communication skills — able to translate technical details into customer-friendly language.
• Strong sense of accountability, follow-through, and urgency in customer support.

Preferred:
• Experience with NetSapiens, Asterisk, or FreePBX platforms.
• Familiarity with Microsoft Teams Direct Routing or other UCaaS integrations.
• Previous MSP or telecom carrier experience.

Why Xobee
• Collaborative, high-growth environment with room for advancement.
• Exposure to enterprise-grade voice infrastructure and automation tools.
• Competitive pay, professional development opportunities.