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Tier 1 Help Desk / VoIP Support Technician

Under general supervision, in an in-bound call center environment, Service Desk Technician will provide network and VoIP problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, troubleshooting IP phone registrations and call quality issues, troubleshooting internet connectivity and NAT issues, resetting voicemail passwords, verifying proper hardware and software set up.


Position Overview:

Under general supervision, in an in-bound call center environment, Service Desk Technician will provide network and VoIP problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, troubleshooting IP phone registrations and call quality issues, troubleshooting internet connectivity and NAT issues, resetting voicemail passwords, verifying proper hardware and software set up. Support to customers will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Service Desk Technician will also be responsible for hardware inventory management used for customer deployments and RMA orders, occasionally communicate with company field technicians during customer installations or service calls.

Duties and Tasks/Essential Function:

  • Provide first level customer support for network and VoIP related issues and outages.
  • Maintain VoIP and network hardware inventory. Ensure product stock is adequate for new deployments and RMA orders.
  • Process RMA orders.
  • Accurately process and record call transactions using designated ticketing system software. Ensure tickets are handled in a timely manner.
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
  • Follow up and make scheduled call backs to customers where applicable.
  • Diagnose and resolve technical hardware and software issues involving internet connectivity.
  • Monitor network outages using network monitoring tools.
  • Report circuit and VoIP related issues to upstream carriers.
  • Monitor IP PBX server infrastructure.
  • Interact with company’s field network engineers as remote technical support.
  • Participate in on-call rotation schedule.

Skill and Knowledge Qualifications:

  • Excellent communication and customer service skills
  • Strong organization, time management and follow-up skills
  • Proper phone etiquette; demonstrated proficiency in typing and grammar
  • Self-starter, professional, resolution oriented, demonstrates initiative, resourcefulness, and strong problem-solving skills
  • Knowledge of Microsoft desktop applications and Windows operating systems
  • Knowledge of or ability to learn relevant software computer applications and equipment
  • Ability to work independently, as well as take instruction from team members
  • Strong commitment to quality customer service
  • Understanding of cloud infrastructure and strategies
  • Knowledge on Network Routing and Switching infrastructure technologies
  • Basic knowledge of Voice over IP technologies
  • Outstanding analytical ability with attention to detail

Physical Requirements:

  • Ability to use a computer for 6 or more hours a day
  • Travel and work after-hours may be required
  • Ability to lift equipment up to 50 pounds

Benefit Conditions:

  • Waiting period may apply
  • Only full-time employees eligible

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Retirement plan

Schedule:

  • Day shift
  • Monday to Friday
  • On call

Education:

  • Bachelor’s (Preferred)

Experience:

  • Windows: 1 year (Preferred)
  • Active Directory: 1 year (Preferred)
  • Customer service: 2 years (Preferred)
  • VoIP: 1 year (Preferred)
  • Network monitoring: 1 year (Preferred)
  • Telephony: 1 year (Preferred)
  • Help desk: 1 year (Preferred)
  • Technical support: 1 year (Preferred)

Work Location: One location

To apply, please email your resume to [email protected]

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