Bilingual Tier 1 Support Representative

Job Requirements - Education and Experience: Over 2 years of experience in technical support, network operations, or VoIP support, including prior Tier 1 support experience. Demonstrated experience handling escalated technical issues within a dynamic, customer service-driven environment. Experience mentoring or coaching Tier 1 support staff is an asset. Must be fully bilingual in French and English. Required Technical Skills: Solid understanding of VoIP technologies and the SIP protocol. Ability to capture, read, and analyze SIP traces and packet captures (PCAP) using tools such as Wireshark to diagnose and resolve call setup failures, registration issues, and quality problems. Good understanding of IP networking concepts, including routing, NAT, firewalls, and QoS. Ability to diagnose complex VoIP performance issues, including call quality, latency, jitter, packet loss, one-way audio, and echo. Understanding of call routing and dial plan troubleshooting, including inbound and outbound routing, SIP trunk configuration, and failover routing. Experience managing devices such as IP phones and ATAs, including provisioning, configuration, firmware updates, and troubleshooting.