Support Technician – CST Hours

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

📋 Description

• Deliver technical support via ticket requests and phone communications.

• Set up new customer hardware and software according to CDC specifications.

• Provide training to customers on the use of the platform and hardware.

• Design architectural plans for customer voice and data services.

• Diagnose and resolve VoIP-related network problems.

• Evaluate existing VoIP networks and computer systems.

• Develop documentation for the platform and third-party equipment.

• Ensure compliance with departmental support SLA standards.

• Collaborate on individual and team projects aimed at enhancing GigTel services.

• Conduct acceptance tests to verify the functionality of newly installed equipment.

• Liaise with vendors and external providers to maintain service quality and address issues.

• Complete reports and records, forwarding relevant information to the appropriate departments.

• Support other departments by managing overflow phone calls and emails as needed.

• Undertake additional related tasks as assigned by management.

• Participate in shift coverage for both East Coast and West Coast to offer live technical support during customer business hours.

⛳️ Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field, or 3-5 years of experience in a comparable technical role focusing on VoIP.

• Previous experience as a VoIP Technician and relevant technical training may be considered in lieu of a degree.

• Comprehensive understanding of VoIP systems and IP Protocols.

• Familiarity with company products and services.

• Awareness of company policies, procedures, and industry regulations.

• Knowledge of hardware systems, encompassing servers, memory modules, processors, and peripherals.

• Strong project management capabilities.

• Proficient in WAN and LAN systems.

• Exceptional troubleshooting abilities.

• Capacity to communicate professionally and courteously with coworkers and various business contacts.

• Skill in reading and interpreting documents such as schematics, blueprints, and circuit diagrams.

• Capability to work independently and make informed technical decisions based on available information.

• Ability to effectively collaborate as part of a team.

• Required availability from Monday to Friday, 9:00 AM to 6:00 PM EST, with up to 20% of annual hours shifting to 10:00 AM to 7:00 PM EST.

• Participation in a structured after-hours on-call rotation is necessary.

🏝️ Benefits

• 401k with a 100% match up to a 6% employee contribution.

• Medical coverage.

• Dental insurance.

• Vision benefits.

• Employer-paid Life Insurance equal to 3 times your salary.

• Employer-funded Long-term Disability coverage.

• Employer-funded Short-term Disability coverage.

• Employer-paid access to financial planning services.

• Employee Assistance Program (EAP).

• Paid holidays.

• Paid Time Off (PTO).