Tier 1 Technical Support Specialist

Smartcom Telephone, LLC, is seeking an energetic and detail-oriented Tier 1 Technical Support Specialist to join our dynamic IT support team. In this role, you will be the first point of contact for end-users experiencing technical issues, providing prompt and effective solutions to ensure seamless technology operations. Your enthusiasm for troubleshooting, customer service excellence, and technical expertise will drive positive user experiences and support our organization's IT infrastructure. This position offers a fantastic opportunity to develop your skills in a fast-paced environment while making a tangible impact on daily business functions.

What You Will Do

• Answer support calls, emails, and tickets
• Troubleshoot basic internet, network, and phone issues
• Escalate complex issues to Tier 2 or engineers
• Monitor network alerts and respond quickly
• Help customers with setup and basic configuration
• Document issues, fixes, and customer interactions
• Track equipment and update records

• 1 to 2 years of IT or telecom support experience preferred
• Basic understanding of networks (IP addresses, WiFi, routers, switches)
• Familiar with tools like ping and traceroute
• Strong problem solving skills
• Clear communication with customers and team
• Able to handle multiple tasks at once
• Willing to learn and grow

Nice to Have

• CompTIA A+ or Network+
• Basic knowledge of VoIP or business phone systems
• Exposure to Cisco, Juniper, or similar equipment, * High school diploma or equivalent
• Valid Texas driver license with more than 3 years continuous driving experience
• Must be Bilingual Fluent in English and Spanish

Employment Screening

• Mandatory drug testing required
• Criminal history background check required
• Sex offender registry check required

• Dental insurance
• Health insurance
• Vision insurance