L1 Tech

Company Overview

S-NET Communications, Inc. is a privately-owned company founded in 2005, now grown to be one of the most widely recognized Cloud Hosted VoIP Providers in the US. We deliver state-of-the-art cloud hosted phone services utilizing the finest feature rich platform available in the US. We are uniquely differentiated from competitors in that we think big and act fast when designing and deploying solutions to our customers. By always putting our customers first, S-NET has grown to serve over 3,000 customers worldwide.

S-NET maintains a high-energy and interactive office environment with a staff that enjoys working together. We expect a high level of productivity and strong commitment to client service. The ideal candidate will work well with our team and enjoy supporting our common goal of providing high-quality customer services.

Position Summary

Under general supervision in an inbound call center environment, the Service Desk Technician provides first-level support by resolving network and VoIP-related issues. Core responsibilities include diagnosing user-reported problems and guiding customers through step-by-step solutions in a professional and user-friendly manner. Key support areas involve troubleshooting IP phone registration and call quality issues, resolving internet connectivity and NAT-related problems, resetting voicemail passwords, and verifying hardware and software configurations.

In addition to technical troubleshooting, the technician is also responsible for managing hardware inventory used for customer deployments and RMA (Return Merchandise Authorization) orders. The role may occasionally require coordination with company field technicians during customer installations or service calls to ensure seamless service delivery.

Duties and Essential Functions

• Provide first-level customer support for network and VoIP-related issues and outages in a timely and professional manner.
• Deliver first-level customer support for network and VoIP issues, ensuring timely, professional, and high-quality resolution of outages and service disruptions.
• Oversee VoIP and network hardware inventory, maintaining optimal stock levels to support new deployments and RMA (Return Merchandise Authorization) fulfillment.
• Manage RMA processes with accuracy and adherence to internal procedures, ensuring efficient and timely order resolution.
• Document and track call transactions using the company’s ticketing system, ensuring complete records and prompt issue resolution.
• Analyze customer-reported symptoms to diagnose technical issues accurately and recommend effective solutions.
• Conduct follow-ups and schedule callbacks to confirm issue resolution and enhance customer satisfaction.
• Troubleshoot and resolve complex hardware and software issues, including internet connectivity and NAT configurations.
• Proactively monitor, triage, and respond to network and system alerts to ensure service availability, stability, and performance.
• Coordinate incident management and escalation processes, collaborating with engineering and cross-functional teams to achieve timely resolution.
• Monitor network performance using advanced monitoring tools and escalate incidents as required.
• Report circuit and VoIP-related incidents to upstream carriers for investigation or resolution.
• Maintain operational documentation and reporting, ensuring accurate communication, root cause tracking, and continuous improvement of network reliability.
• Ensure optimal performance and uptime of IP PBX server infrastructure through continuous monitoring and maintenance.
• Provide remote technical support to field network engineers during customer installations and service operations.

Qualifications and Skills

• Preferred Education: Bachelor’s degree in IT or engineering; Network training; CCNA, Network+ certification(s)
• Minimum Education: Associate’s degree in IT (new graduates welcome); basic networking, understanding of IP address and basic troubleshooting of down network equipment
• Minimum Experience: 1-2 years help desk, 1-2 years NOC technician
• Excellent communication and customer service skills with a strong commitment to quality support.
• Proven organization, time management, and effective follow-up capabilities.
• Professional phone etiquette with demonstrated proficiency in typing, grammar, and clear verbal communication.
• Self-motivated and results-driven; recognized for initiative, problem-solving, and resourcefulness.
• Proficient in Microsoft desktop applications and Windows operating systems.
• Ability to learn quickly and adapt to new software applications and technical equipment.
• Demonstrates strong independence while also thriving in a collaborative, team-oriented environment.
• Sound understanding of cloud infrastructure concepts and strategies.
• Basic working knowledge of Voice over IP (VoIP) technologies and troubleshooting principles.
• Outstanding analytical skills with acute attention to detail and accuracy.

What S-NET Offers

• Full-time, salaried, exempt position in the Chicago area
• Will start off first 6 months as office-based, then hybrid.
• Competitive salary of $45k – $50k depending upon experience
• Opportunity to earn bonuses throughout the year
• Medical and dental (with employer premium contributions), and vision plans
• Health Savings Account (HSA), Flexible Spending Accounts (FSA – health & dependent care)
• Long & short-term disability insurance (100% employer paid premiums)
• Life insurance (100% employer paid premium) and additional ancillary offerings
• 401k with employer match
• 7 annual paid holidays and generous PTO policy
• Tuition assistance/reimbursement
• In-depth training, guidance, and mentoring
• Career growth opportunities in high-growth organization

S-NET is an Equal Opportunity Employer