Unified Communications Support Tech I in Bluffton, SC at Hargray

Date Posted: 11/27/2021

Job Snapshot

Job Description

General Description:  Provide first-class customer service to our customer base.  Provide accurate and efficient technical support and training service to customers. The role will also provide troubleshooting expertise by interfacing with multiple technical staff members and vendors to resolve complex issues.

Duties & Responsibilities: Meet or exceed key performance metrics and overall company goals. Provides prompt resolution to customers via telephone and email to assist with various customer inquiries and issues. Performs complex diagnostic troubleshooting to resolve voice service issues

  • Managing all emails requests for support and ensure appropriate resolutions
  • Supporting VOIP telephones across multiple platforms
  • Assist customers with connectivity issues
  • Assist customers with password resets, holiday setups, call routing, and other VoIP features
  • Interacts across other technical teams and development teams at peer level
  • Setup and manage routers, switches, VPNs
  • Coordinate, test, and implement applications and technology
  • Participate in 24/7 support and on-call rotation
  • Training and documentation

Performs other duties as assigned


Job Requirements

Minimum Qualifications:

  • Experience configuring, deploying, and supporting VoIP phones
  • Possess a basic understanding of networking, LAN and WAN principles, routing, subnets, UDP, TCP, IP, Jitter, and latency.
  • Understanding of network troubleshooting diagnostics and methodologies (ping, traceroute, etc.)
  • An expert level of experience in client-facing, training, and problem-solving
  • The ability and desire to work, when and as needed, to ensure the availability of services for our clients
  • A critical thinker with excellent problem-solving skills
  • Can work closely with business partners on telephony related issues to assess the impact and manage clients
  • A can-do attitude, with the desire and eagerness to grow professionally and learn
  • Foundational ability to troubleshoot network issues
  • General knowledge and the ability to provide day-to-day support for data network infrastructure supporting voice, data video conferencing, unified communications, and collaboration systems and customers
  • A bachelor's degree in technology or equivalent years of work experience
  • 3-5 years of progressive experience as an individual contributor in the service provider voice environment
  • Knowledge of configuring, deploying, and troubleshooting voice applications
  • Knowledge of Polycom telephones, third-party SIP devices, gateways, and Firewalls is a huge plus.
  • Protocols:TCP/IP, IP subnetting, VLAN's, Ethernet, DHCP, DNS, QoS, SIP, H.323

What We'll Expect From You:

  • Good communication skills, both written and verbal
  • Strong work ethic, polite, well-mannered, willing to learn, diligent, responsible, energetic, and able to take direction.

Additional Qualifications Desired:

  • Experience in the Telecommunications industry supporting voice, data, and video services.
  • Experience diagnosing PC hardware, software, operating system, and cable modem and cabling issues.
  • Familiarity with basic Telco terms and infrastructure
  • Prior call center experience is highly preferred.
  • Excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, email, and other PC
  • Knowledge of Service Order and Billing process


EOE/ Disability