Technical Support Analyst II

About the role

The Technical Support Analyst II works as a member of the company's Technical Support Team, providing Tier I and II technical assistance to Voxtell’s clients, partners, and internal employees. You will manage escalated support cases regarding the company's hosted Unified Communications and Contact Center platforms.

Responsibilities

• Field incoming customer support requests via telephone in a courteous and professional manner
• Respond to assigned tickets/tasks efficiently and quickly to achieve daily and monthly metrics
• Understand and diagnose issues related to user, network, and/or security settings, server administration, and hardware/software failures
• Interact and escalate issues with the company's vendors and third-party groups
• Specialize in working issues for the company's Unified Communications solutions
• Manage and troubleshoot high-profile and complex technical issues while achieving customer satisfaction
• Provide accurate and timely updates to customers and management on the status of urgent and high-profile issues
• Accurately document and update support interactions in the company's ticketing system (Jira)
• Maintain a mindset of continuous improvement in terms of efficiency of processes & customer satisfaction, and optimization
• Develop and maintain training for team members for their professional growth and expertise
• Participate in on-call rotations to include nights, weekends, holidays
• Any other duties as assigned by management

Requirements

• Must be fluent in English (spoken and written)
• Associates Degree or equivalent experience
• 2+ years experience working with VoIP
• 3+ years experience in a technical support environment
• Must have exceptional interpersonal and communication skills
• Fast learner with the ability to self-teach and dig through documentation
• Hold an industry-recognized certification for networking (CCNA/NCIA/Net+)
• Linux administration experience preferred with exposure to the following: Apache, MySQL, SMTP, IPTABLES
• Deep understanding of SIP routing and VoIP protocols and their key quality metrics (Delay, Jitter, packet loss)
• Working knowledge and understanding of service management principles (incident, problem, change management)
• Ability to work autonomously in a highly demanding and often ambiguous environment, with attention to detail and organizational skills

Qualifications

• Must be fluent in English (spoken and written)
• Associates Degree or equivalent experience
• 2+ years experience working with VoIP
• 3+ years experience in a technical support environment
• Must have exceptional interpersonal and communication skills
• Fast learner with the ability to self-teach and dig through documentation
• Hold an industry-recognized certification for networking (CCNA/NCIA/Net+)
• Linux administration experience preferred with exposure to the following: Apache, MySQL, SMTP, IPTABLES
• Deep understanding of SIP routing and VoIP protocols and their key quality metrics (Delay, Jitter, packet loss)
• Working knowledge and understanding of service management principles (incident, problem, change management)
• Ability to work autonomously in a highly demanding and often ambiguous environment, with attention to detail and organizational skills

Skills

• Fluent in English (spoken and written)
• Associates Degree or equivalent experience
• 2+ years experience working with VoIP
• 3+ years experience in a technical support environment
• Exceptional interpersonal and communication skills
• Fast learner with the ability to self-teach and dig through documentation
• Industry-recognized certification for networking (CCNA/NCIA/Net+)
• Linux administration experience preferred with exposure to the following: Apache, MySQL, SMTP, IPTABLES
• Deep understanding of SIP routing and VoIP protocols and their key quality metrics (Delay, Jitter, packet loss)
• Working knowledge and understanding of service management principles (incident, problem, change management)
• Ability to work autonomously in a highly demanding and often ambiguous environment, with attention to detail and organizational skills

Benefits

• Health & welfare benefits (Health, Vision, Dental) eligible after 30 days
• Paid Holidays
• Paid Sick Leave
• Paid Parental Leave
• Flexible PTO