Support Associate

Philippines

Role Overview

We’re looking for a Junior Support Associate to join our frontline support team, helping deliver reliable nbn and voice services to our customers. This role is a great fit for someone with 1–2 years of technical support experience who enjoys tinkering, troubleshooting, and getting to the bottom of technical issues. You'll be the first point of contact for support queries, handling triage and basic problem-solving, and working closely with experienced engineers. If you’re eager to learn, grow your skills, and work with some cool technologies in a supportive team environment — we’d love to hear from you.

Key Responsibilities

• Frontline Support: Handle incoming support requests related to nbn and voice services. Perform basic diagnostics, gather relevant details, and ensure all Level 1 checks are completed before escalating.
• Troubleshooting:Identify and resolve common network and VoIP issues (e.g. connectivity, call quality, router config). Use tools like traceroute, ping, and monitoring systems to assist in analysis.
• Provisioning & Setup: Assist with new service activations, number porting, VoIP provisioning, and device configuration.
• Vendor & Provider Coordination: Open and follow up on tickets with upstream vendors. Monitor provider notifications and ensure updates are relayed to relevant internal teams.
• Documentation: Maintain accurate records in the ticketing system. Document troubleshooting steps, resolutions, and contribute to internal knowledge base content.
• Security & Compliance: Follow best practices when handling customer data and assist in maintaining secure configurations on voice and network equipment.

Skills & Experience

• 1–2 years in a technical support or service desk role
• Excellent written and spoken English
• Strong understanding of networking (TCP/IP, DNS, DHCP, NAT)
• Familiarity with VoIP and SIP fundamentals (e.g. 3CX, RTP, codecs)
• Experience with troubleshooting internet services (Ideally Australian nbn technologies.)
• Strong communication, organisation, and problem-solving skills
• Comfortable using ticketing and remote support tools
• Eagerness to learn and grow into a more advanced technical role

Desirable (Not Required)

• Certifications (e.g. CompTIA Network+, CCNA)
• Experience with monitoring tools (e.g. Zabbix, PRTG)
• Exposure to carrier portals or telco provisioning systems
• Basic scripting (PowerShell, Bash) is a bonus

What You’ll Get

• Work from the comfort of your own home!
• A supportive team with opportunities for learning and advancement
• Exposure to real-world carrier-grade telco and networking environments
• Ongoing training and access to industry tools and technologies