Support Technician – Contract

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 2 assistance for RingCentral phone system challenges, encompassing desk phones, softphones, and mobile applications.

• Execute user provisioning, phone number assignments, extension configurations, and call routing setups within the RingCentral Admin Portal.

• Diagnose audio quality concerns, call forwarding issues, voicemail setups, and integration challenges.

• Support the deployment of desk phones, including Polycom, Yealink, and other devices compatible with RingCentral.

• Set up auto-attendants, call queues, ring groups, and departmental extensions.

• Assist with integrations of RingCentral with applications such as Microsoft Teams, Salesforce, and other business tools.

• Document configurations, processes, and troubleshooting procedures related to RingCentral in the knowledge base.

• Monitor system health, call quality reports, and metrics related to user experience.

• Collaborate with RingCentral support for escalated technical challenges and service incidents.

• Educate end users on RingCentral features and best practices.

• Participate in after-hours maintenance windows and provide emergency support as necessary.

• Serve as a backup for the primary VOIP administrator during absences and high-demand support periods.

⛳️ Requirements

• At least 2-3 years of experience in supporting VoIP phone systems, with a preference for RingCentral.

• Possession of RingCentral certification or equivalent practical experience in RingCentral administration.

• An Associate's degree in Information Technology or a related discipline, or equivalent professional experience.

• Experience in a professional services or legal setting is advantageous.

• Profound technical expertise in the RingCentral platform, admin portal, and endpoint configurations.

• Knowledge of VoIP protocols (SIP, RTP) and concepts of quality of service (QoS).

• Familiarity with IP phone provisioning and troubleshooting (including Polycom, Yealink, Cisco, etc.).

• Understanding of network troubleshooting for voice traffic (addressing packet loss, latency, and jitter).

• Comfortable operating within a ticketing system environment (experience with HaloITSM is preferred).

🏝️ Benefits

• Competitive salary

• Remote work options

• Professional development opportunities

• Flexible work arrangements

• Health insurance