Telecommunications Helpdesk Technician - Tier III

TeleVoIPs is a Tampa, FL-based company offering business phone solutions with a state-of-the-art cloud-based phone system designed to provide unparalleled customer service and support. We focus on creating cost-effective communication solutions, including advanced VoIP features like call statistics and voicemail transcription.

About the role

This is a full-time, hybrid, exempt (salaried) position based in Brandon, FL, reporting to the Technical Support Manager.

Responsibilities

• Provide advanced/expert troubleshooting of customer and internal service inquiries regarding phones, call quality, SMS, video conferencing, apps, and networking.
• Monitor tech communications and guide Tier I and Tier II technicians as needed.
• Identify and resolve inefficiencies while maintaining and improving documentation and the knowledge base.
• Collaborate with the Sales team on supporting features and hardware (e.g., queue callback, doorbells, paging systems, CRM integrations).
• Analyze packet captures and SIP signaling for troubleshooting call quality issues.
• Work with lead developers to troubleshoot issues and implement improvements.
• Serve as a provisioning expert, assisting new and existing clients with solutions within a UC system, hardware, or API integrations.
• Act as an escalation path for peers, providing guidance and training to foster a progressive workplace and team.
• Work directly with clients’ IT companies to efficiently resolve network issues.

Physical Demands

• Light to moderate physical activity, including sitting, standing, and/or walking for extended periods.
• Work in a well-lighted, climate-controlled indoor office with adequate ventilation.
• Use manual dexterity to handle and reach items, working with hands and fingers.
• Utilize close, distant, and peripheral vision as well as depth perception.
• Ability to lift up to 25 lbs.

Pay

$70,000 – $105,000 per year

Benefits

• Paid training and certifications
• Generous paid time off
• Company-paid holidays
• Medical, dental, and vision insurance
• 401(k) matching and profit sharing
• Casual, close-knit work environment
• Company team-building events