Telecom / Voice Support Technician - Tier 2

Description

Job Summary

The Telecom / Voice Support Technician will provide advanced technical support and troubleshooting for complex issues related to phone systems, including VoIP and traditional setups. The role involves diagnosing and resolving escalated problems, performing in-depth analysis, and offering solutions that ensure system reliability and performance. The Telecom / Voice Support Technician will collaborate with Level 1 support staff and other technical teams, handle customer inquiries, and assist with system upgrades and maintenance. Strong analytical skills, a deep understanding of phone system technologies, and effective communication are essential for delivering high-quality support and maintaining client satisfaction.

Duties/Responsibilities

• Provide remote and onsite support of IP telephony, network, and data systems.
• Assist with troubleshooting support tickets escalated from Tier 1 Support including diagnosis of hardware and software issues.
• Travel to customer sites to further troubleshoot issues or replace equipment when necessary. 
• Phone system and network administration and programming. 
• Participate in Telephone/Data system design meetings, work with Engineering, end users, and other internal and external groups to understand the project requirements and meet deadlines.
• Perform other duties as assigned.

Requirements

• Strong analytical and problem-solving skills.
• Desire to learn and retain new information.
• Ability to communicate effectively (both verbally and in writing).
• Excellent organizational and interpersonal skills.
• Highly motivated self-starter, able to lead initiatives as well as contribute as a team member.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Must be willing to commute and work in the Charlotte Area.
• Must have a clean driving record and be able to pass a background check.

Education and Experience

• Degree or certification in General IT/Computer field, or equivalent experience.
• Experience in the Telecom industry preferred, with specific experience in IP Telephony, Data Switch, and Router programming.
• Working knowledge of telephony technologies such as SIP, Avaya IP Office, and 3CX is desired but not required.
• Experience with paging systems and peripheral equipment, including amplifiers, speakers, horns, paging adaptors, and door boxes.
• Proficiency in installing, tracing, testing, and terminating CAT 5E/6/6E and Coax cable.
• Knowledge of Tip & Ring, cross-connecting, and testing dial tone in phone systems and analog devices like fax machines, alarm panels, and elevators.
• This position requires the Networking 4 VVoIP Certification. (Applicable course and associated tests will be provided by OneCloud).
• This position requires the SSVVP® Certification. (Applicable course and associated tests will be provided by OneCloud and can be reviewed at the following weblink https://www.thesipschool.com/courses/view).

Physical Requirements

• Prolonged periods of sitting or standing at a desk and working on computers.
• Must be able to lift 15 pounds at times.
• Must be able to climb ladders and work aloft.
• OneCloud’s Support team is a 24/7/365 operation. Employees must be willing and able to work non-standard hours and perform on-call duties, including evenings, overnight, holidays, weekends.

Benefits 

• Comprehensive Benefits (Health, dental, vision, and retirement plans) 
• Competitive Salary with performance-based incentives
• Innovative Environment