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VoIP Support Specialist

2 months ago

Clearwater, United States Digital South Communications I Full time
Job Description

Digital South Communications, Inc.

We are a rapidly expanding service provider seeking a highly skilled, motivated, and proactive VoIP Support Specialist. Our company delivers comprehensive support for our clients' IT and Voice requirements, encompassing servers, workstations, switches, routers, firewalls, wireless networks, video surveillance systems, and both Hosted and On-premises phone systems, along with low-voltage cabling and a diverse range of software applications.

Requirements and Qualifications:

  • Standard working hours are Monday to Friday, 8 AM to 5 PM.
  • Availability for periodic 24/7 on-call duties.
  • A valid driver's license and proof of insurance are required.
  • Physical capability to lift over 40 lbs.
  • Ability to climb an extension ladder up to 30 feet.
  • Successful completion of a background check is mandatory.
  • Demonstrated experience in providing Help Desk support.
  • Familiarity with help desk software, databases, and remote control tools.
  • Strong communication and client-facing skills.
  • Advanced troubleshooting and multitasking abilities.
  • Customer service orientation is essential.

General Description of Duties / Responsibilities:

  • Align with organizational objectives.
  • Organize assigned ticket queues by prioritizing critical issues and managing time effectively to address tasks promptly. Experience with ConnectWise is advantageous.
  • Document work updates in a company-provided ticketing system until resolution is achieved and the ticket is closed with the customer.
  • Maintain detailed documentation.
  • Ensure strict confidentiality with all privileged information.
  • Provide technical support to internal and external customers for VoIP-related incidents, requests, and inquiries regarding various business products and services.
  • Monitor system performance through analysis and performance tuning.
  • Troubleshoot system hardware, software, networks, and operating systems.
  • Establish, maintain, and troubleshoot network and internet connectivity for LAN and WAN networks.
  • Install, configure, and maintain various Windows operating systems across different environments, from small organizations to larger setups utilizing group policy, Active Directory, and related network services.
  • Support various applications tailored to customer needs, with the expectation to learn and adapt to each.
  • Conduct end-user training as necessary.
  • Perform due diligence by researching IT-related hardware and software.
  • Pull and terminate Cat5e/Cat6/Cat6a cabling in various environments, ensuring proper testing.
  • Adhere to IT security best practices while continuously evaluating systems for security concerns.
  • Take ownership of assigned tasks.
  • Prioritize and manage all tasks while seeking opportunities to add value.

Skills/Qualifications:

  • Exceptional written and verbal communication skills.
  • Strong customer service and conflict resolution capabilities.
  • Ability to collaborate effectively within a team environment.
  • Competence in communicating across all organizational levels.
  • Experience with various web-based software applications, including Microsoft Office Suite.
  • Solid understanding of Windows Operating Systems.
  • Experience in managing, repairing, and imaging laptops.
  • Networking knowledge, particularly with Fortinet Network Firewalls / UTM.
  • Investigative mindset to identify customer issues.
  • Highly focused and interested in problem-solving using existing and new technologies.
  • Attention to detail with an ability to grasp the bigger picture.
  • Proactive, efficient, customer-focused, and capable of working under pressure with tight deadlines.
  • Ability to manage multiple projects and competing deadlines with minimal supervision.
  • Experience with Autotask or ConnectWise is preferred.
  • A minimum of five years of practical operational, support, or development experience.
  • Strong communication and presentation skills.