Job Description

We are seeking a skilled and proactive Technician to join our team, providing exceptional support to our customers while working in a dynamic office environment. This role requires expertise in VOIP systems, IT support, and networking to troubleshoot, resolve issues, and ensure smooth operations for both internal teams and external clients.

As a technician, you will be responsible for assisting customers with technical inquiries, resolving hardware and software issues, setting up and maintaining VOIP systems, and providing support for networking and internet-related problems. You must possess strong communication skills, technical knowledge, and a customer-first mindset to ensure a positive experience.

Key Responsibilities:

• VOIP System Support:
• Install, configure, and maintain VOIP systems for clients.
• Troubleshoot and resolve issues related to VOIP phones, call quality, connectivity, and configuration.
• Provide support for VOIP system upgrades and integration with other business tools.
• Technical Support (IT):
• Provide on-site and remote support to troubleshoot and resolve technical issues related to hardware, software, and peripherals.
• Manage and configure desktops, laptops, and other devices used by employees and clients.
• Perform regular system checks and maintenance to ensure all IT equipment is functioning properly.
• Networking and Internet Support:
• Diagnose and resolve issues related to network connectivity, routers, firewalls, and switches.
• Set up and manage local area networks (LAN), wide area networks (WAN), and internet connections for clients and internal teams.
• Ensure optimal network performance by monitoring and adjusting network configurations as needed.
• Customer Interaction and Support:
• Serve as a point of contact for customer inquiries, providing technical assistance via phone, email, and in-person interactions.
• Troubleshoot customer issues effectively and professionally, providing clear explanations and solutions.
• Follow up with customers to ensure the resolution of any issues and maintain high levels of satisfaction.
• Documentation and Reporting:
• Maintain accurate records of customer interactions, support tickets, and technical issues.
• Document solutions to common problems and contribute to knowledge base articles for internal use.
• Assist with inventory management and asset tracking for hardware and software.
• Collaboration and Continuous Learning:
• Work closely with other team members to resolve complex technical issues and improve service offerings.
• Stay up to date with the latest trends and advancements in IT, VOIP, and networking technologies.
• Participate in ongoing training to enhance technical skills and certifications.

Qualifications:

• Experience:
• Proven experience in a technical support or IT support role (2+ years preferred).
• Strong experience with VOIP systems, network administration, and internet connectivity troubleshooting.
• Hands-on experience with IT hardware, software troubleshooting, and desktop support.
• Technical Skills:
• Knowledge of VOIP protocols and systems (e.g., SIP, Asterisk, Cisco, Avaya).
• Experience with networking technologies, including routers, switches, firewalls, and VPNs.
• Familiarity with operating systems (Windows, macOS, Linux) and office software.
• Understanding of basic internet and network security best practices.
• Soft Skills:
• Excellent problem-solving abilities and the ability to troubleshoot issues independently.
• Strong communication skills, with the ability to explain technical issues to non-technical customers.
• A customer-first attitude and strong interpersonal skills.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.

Skills Required

Experience Required

3-4 years