Support Technician – CST Hours

Job Description: • Provide technical support through ticket requests and phone calls • Configure new customer hardware and software per CDC outlines • Train customers on platform and hardware usage • Develop architecture plans for customer voice and data services • Troubleshoot VoIP-related network issues • Analyze existing VoIP networks and computer systems • Create platform and third-party equipment documentation • Ensure departmental support SLA guidelines are met • Work on individual and team projects to grow and refine GigTel services • Perform acceptance tests to ensure functionality of newly installed equipment • Work with vendors and outside providers to ensure quality of service and troubleshoot concerns • Complete reports and records and forward information to appropriate departments • Assist other departments with overflow phone calls and emails as needed • Perform other related duties assigned by management • Participate in East Coast and West Coast shift coverage to provide live technical support during customer business hours Requirements: • Bachelor’s degree in information technology, Computer Science, or a similar field, or 3 – 5 years’ work experience in a similar technical role dealing with VoIP • In lieu of a degree, previous experience working as a VoIP Technician and any technical training can be evaluated • In-depth knowledge of VoIP systems and IP Protocols • Knowledge of company products and services • Knowledge of company policies, procedures, and industry regulations • Knowledge of hardware systems, including servers, memory modules, processors, and peripherals • Good Project management skills • Familiarity with WAN and LAN systems • Excellent troubleshooting skills • Ability to communicate with co-workers and various business contacts professionally and courteously • Ability to read and interpret documents such as schematics, blueprints, and circuit diagrams • Ability to work independently and make sound technical decisions using the information at hand • Ability to effectively function as a team player • Required availability Monday–Friday, 9:00 AM–6:00 PM EST, with up to 20% of yearly hours flexing to 10:00 AM–7:00 PM EST • Participation in a structured after-hours on-call rotation Benefits: • 401k with 100% match up to 6% employee contribution • Medical • Dental • Vision • Employer Paid - Life Insurance - 3x your salary • Employer Paid - Long-term Disability • Employer Paid - Short-term Disability • Employer Paid - Access to financial planning services • EAP • Holidays • PTO