Principal Duties and Essential Functions Manage and prioritize technical tickets to meet target resolution times Provide professional and courteous customer service Set customer expectations based on established processes Handle multiple issues simultaneously in a dynamic environment Follow up with clients on escalated issues and system updates Build strong relationships using interpersonal skills Log and document all interactions and issues efficiently Identify problem sources (hardware, software, user, etc.) and advise on resolutions Provide technical support and training to end users Assist in resolving issues with Internet Service Providers Create and contribute to technical documentation Improve procedures and policy documents within the Technical Support Team Use troubleshooting skills and diagnostic tools to resolve issues Collaborate with remote technicians for troubleshooting and network outages Escalate issues to Senior or Lead Technicians as needed Qualifications Minimum of two (2) years of relevant experience At least one (1) year of excellent customer service and support experience in a technical setting Intermediate IT troubleshooting skills Knowledge of LAN/WAN, routers, and firewall technologies Experience with VoIP, Telecommunications, and SIP Understanding of call routing and auto attendant systems Familiarity with SIP, RTP, TCP/IP, Ethernet, VLAN, NAT, DNS, DHCP, Ping, Telnet, Trace Route Knowledge of VoIP architecture and standards Understanding of OSI model, Linux, and IP addressing Familiarity with ITSM best practices Desired Qualities Strong team-building, documentation, and communication skills Commitment to performance goals Willingness to work regular and unscheduled shifts, including beyond standard hours Ability to handle stressful situations within deadlines Excellent interpersonal and professional soft skills Strong organizational and time management skills Home internet connectivity for on-call duties Ability to sit at a computer for extended periods Clear and effective verbal communication skills Willingness to perform additional duties as assigned Good work ethics

#J-18808-Ljbffr