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

Qualifications:

• Demonstrated excellence in managing IT help desk operations in a similar-sized organization.
• In-depth knowledge of Tech Control equipment, networking, and network-based software applications.
• Expertise in translating high-level functional and technical requirements into effective IT support strategies.
• Strong oral and written communication skills, with the ability to engage with senior management.
• Proficiency in operating and maintaining Tier 2 Tech Control Helpdesk functions, with familiarity with OneCloud operations.
• Proven ability to manage incidents, service requests, and installation projects effectively.
• Strong leadership skills with the ability to develop, train, and supervise help desk employees.
• Excellent organizational and interpersonal skills.
• Highly motivated self-starter, able to lead initiatives and contribute as a team member.
• Must be willing to commute and travel as needed.
• Must have a clean driving record and be able to pass a background check.

Education/Certifications/Equivalent Experience

• Bachelor’s Degree in a related field is required.
• Minimum of 5 years’ experience in help desk support and operations, preferably in a DoD IT environment.
• Minimum  of 5 years of experience providing customer support and managing IT help desk operations.

Physical Requirements

• Must be willing to work on-call and after hours as needed.
• Must be able to lift up to 75 pounds at times.
• Must be willing to undergo a background check, per local law/regulations.
• Must be 21 years of age with a valid driver’s license.