Tier 1 VoIP Support Technician

As a Tier One VoIP Support Technician, you will be the first point of contact for our customers. You will provide technical support, troubleshoot network and VoIP issues, and ensure our customers have a seamless experience. This role offers opportunities for growth, hands-on technical experience, and exposure to advanced VoIP technologies., Customer Support

• Manage and respond to customer service tickets through our ticketing system, collaborating with team members to ensure customers are fully supported.
• Answer calls and emails from customers, providing clear and comprehensive support.
• Configure and maintain networks for customers using Vested Networks routers.
• Potential to go on-site for customer maintenance, troubleshooting, and technical tasks.
• Ensure all customer records are timely and accurately updated per company policy.

Technology / Growth

• Continuously research and update personal knowledge to stay current on all VoIP products and related technologies.
• Participate in training and development opportunities to advance technical skills and career growth.

Team Member Contribution

• Assist Colleagues where appropriate by sharing ideas and collaboration.
• Contribute to the Improvement of Operations at Vested Networks.

• Education in networking and troubleshooting is preferred and/or 2-3 years of experience with network and/or VOIP troubleshooting
• Comprehensive understanding of network services such as DNS, DHCP, Port Forwarding, etc.
• In-depth understanding and practical knowledge of networking systems such as LAN, firewalls, routers, and printers
• Ability to analyze and evaluate networks, identify issues, and provide solutions to ensure networks are operating efficiently
• Time management
• Ability to manage several projects simultaneously from design to implementation
• Ability to communicate technical information to other technical team members but also to coworkers in other departments who may not have knowledge of networking technical terminology
• Ability to thoroughly document and notate issues/resolutions performed throughout the troubleshooting process.
• Ability to answer phone calls and troubleshoot issues in a timely manner in a call center environment

We’re a rapidly growing VoIP provider with a reputation for delivering white-glove service and unbeatable partner support. We specialize in helping Managed Service Providers (MSPs) and IT companies offer top-tier voice solutions to their clients-without the headaches. If you’re an experienced technical professional with strong system, network, and VoIP expertise-and a passion for building stable, high-performing infrastructure-we want to talk to you., * Do you have the following license or certification: Valid Driver’s License

• Are you authorized to work in the U.S.?
• Are you willing to undergo a background check?
• A customer is unsure where their internet modem and/or old phone system are located. How would you go about finding these devices at a job site?
• A customer has lost access to the internet recently. What are three questions you could ask to narrow down what might be happening?

On-the-job training, 401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Health savings account, Dental insurance Full-time Lewisville, TX 75057, * 401(k)

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• On-the-job training
• Opportunities for advancement
• Paid time off
• Vision insurance

• You plug a device into a customer’s network, and it gets an IP address, however it cannot access the internet. Other devices have no problem accessing the internet. What are a couple of steps you could take to find out why?
• What are some details you would need to know if you were needed to replace a router on a network?
• What is the tradeoff using 2.4 GHz WiFi vs. 5 GHz WiFi?
• You have a device on the network, but you are unable to find what it IP address is. Give 2 ways you could find what the IP address is?
• What is the difference between an analog, digital and VoIP phone?
• What are a couple of ways to set up QoS on a network?
• How many wire pairs does a basic analog phone need to work?
• What else does a basic analog phone need to work if it is plugged into a live analog port?
• You changed out a router and now the printer will not work. What is your process to remedy this situation?