Network Technician - Junior - travels site to site

Responsibilities

• Answer incoming calls, tickets, and service requests related to telecommunications issues including: Desk phones, softphones, headsets, and mobile endpoints
• Voicemail, call forwarding, hunt groups, and auto-attendant issues
• Basic Microsoft Teams Phone or legacy PBX support
• Perform initial troubleshooting and provide step-by-step guidance to resolve common issues.
• Create, classify, and update incidents within the ticketing system accurately.
• Escalate unresolved or complex cases to Tier 2/Tier 3 telecom/network teams.
• Communicate planned maintenance, outages, service changes, or updates to callers following predefined scripts.
• Assist callers with password resets, account lockouts, and basic user profile or device provisioning steps when appropriate.
• Monitor call queues, meet service-level targets, and maintain exceptional customer service quality.
• Document recurring issues and recommend updates to knowledge base articles.
• Collaborate with telecom engineers, network operations, and support managers to improve call flows and reduce repeat incidents.