IT Specialist / Voice Technician

This position is responsible for the installation, support, and maintenance of hardware, software, network, and VoIP solutions supported by DTS, a top MSP in the Twin Cities. You will provide professional technical support for servers, networks, desktops, cloud services, and hosted voice platforms. Support will be provided over the phone, via remote desktop, and at client sites. You will work both independently and as part of a team in the office and in the field to ensure superior customer service.

The successful candidate will possess a diverse technical background with the expertise to support solutions that meet the technology requirements of our valued customers. Experience with business phone systems, VoIP technologies, and customer-facing technical support is highly desired.

Duties include:

• Server, network, desktop, and VoIP support via remote desktop and at client sites.
• Install, configure, troubleshoot, and support hosted VoIP phone systems and related hardware.
• Provision and maintain SIP devices, desk phones, softphones, voicemail systems, call routing, auto attendants, and user extensions.
• Assist with voice service migrations, phone deployments, and onboarding of new clients.
• Troubleshoot voice quality issues, network connectivity problems, and VoIP-related service interruptions.
• Provide support of third-party software, including implementation and ongoing maintenance.
• Server, network, desktop, and telecommunications hardware installation and configuration.
• Maintain a professional appearance and always promote a positive company image.
• Perform other reasonably related duties as assigned by immediate supervisor and other management personnel as required.
• Install, configure, test, and maintain operating systems, application software, and system management tools.
• Manage and monitor all installed systems and infrastructure.
• Maintain security, backup, and redundancy strategies.
• Participate in the design of information and operational support systems.
• Liaise with vendors, carriers, and other IT personnel for problem resolution.
• Document support procedures, network configurations, and voice system changes accurately and thoroughly.

Do you have a valid Driver's License license?, Do you have experience in Technical documentation?, * 2-5+ years of professional IT support experience.

• Experience supporting hosted VoIP platforms, SIP-based phone systems, or business telecommunications solutions preferred.
• Understanding of networking fundamentals including TCP/IP, VLANs, QoS, DHCP, DNS, and firewall concepts.
• Experience troubleshooting voice quality issues such as latency, jitter, and packet loss is a plus.
• Windows Server operating system installation, configuration, and maintenance skills are desired.
• Windows 10/11 and Microsoft 365 support experience.
• Experience with MSP environments, remote monitoring and management tools, and ticketing systems is preferred.
• Excellent customer service skills, including the ability to follow up and ensure closure of issues.
• Strong troubleshooting and problem-solving abilities.
• A positive, customer service-oriented attitude.
• Ability to work individually and as part of a team.
• A+, Network+, Microsoft, or other industry-related certifications are desired, or equivalent professional experience.

Requirements:

• Constant use of computer, including keyboard and mouse.
• Must be able to lift 50 lbs. or less.
• Must have a valid state driver's license and appropriate insurance coverage.
• Ability to stoop, bend, crawl, and sit or stand for extended periods of time.
• Must be able to communicate clearly and effectively with customers.
• Strong documentation skills are a must.
• Must be comfortable working in both office and client-site environments.
• Ability to participate in occasional after-hours maintenance or project work when required.

If you love technology, have strong troubleshooting skills, and take pride in providing quality customer service, we are looking for you!

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Health savings account
• Dental insurance
• Flexible spending account, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off