Technical Support Manager, Telecom, Tier II

Job Description

Job Description

**Part-time and full-time hours available**

Vonix is seeking a technically strong and organized Technical Support Manager to own the day-to-day health of our support operations. This is a hands-on, working manager role — you will actively handle Tier 2 support escalations while keeping a close eye on overall ticket volume, queue health, and resolution quality across the team.

You’re not just managing from the sidelines — you’re in the trenches with the team, resolving complex VoIP and network issues, ensuring nothing falls through the cracks, and working closely with our COO/CTO to continuously improve how support runs at Vonix.

What You’ll Do

Tier 2 Technical Support

•       Serve as the primary Tier 2 escalation point for complex and unresolved customer issues

•       Diagnose and resolve advanced issues involving VoIP systems, SIP trunks, cloud PBX configuration, internet connectivity, and network infrastructure

•       Perform in-depth network diagnostics including routing, switching, firewall rules, and ISP-related issues

•       Provision and configure VoIP services and cloud phone systems for new and existing customers

•       Use AI tools to accelerate research, documentation, and resolution of technical issues

Support Operations & Queue Management

•       Monitor and manage overall support ticket volume, queue health, response times, and resolution rates

•       Ensure tickets are triaged, prioritized, and moving efficiently across Tier 1 and Tier 2

•       Identify bottlenecks, recurring issues, and patterns in support data and drive fixes

•       Perform quality reviews on tickets and customer interactions to maintain a high standard of service

•       Report on key support metrics and operational health to leadership on a regular cadence

Documentation & Process Improvement

•       Maintain and improve internal technical documentation, runbooks, and troubleshooting guides

•       Build out knowledge base articles to help Tier 1 resolve common issues faster and more independently

•       Identify training needs and surface them to leadership for action

•       Manage and optimize the ticketing and CRM platform to keep operations running smoothly

•       Assist with the technical side of customer onboarding as needed

Qualifications

Required

•       Experience in a technical support, telecom, or IT role with hands-on Tier 2 responsibilities

•       Solid working knowledge of VoIP, SIP, cloud PBX systems, and business phone platforms

•       Strong proficiency in network fundamentals: IP addressing, DNS, DHCP, routing, switching, and firewall basics

•       Experience managing or overseeing a support queue, ticketing workflow, or helpdesk operation

•       Comfortable using AI tools (ChatGPT, Claude, or similar) to enhance productivity, troubleshooting, and documentation

•       Strong written and verbal communication skills — able to translate technical issues clearly for customers and leadership

•       Highly organized with the ability to manage competing priorities across multiple open tickets

Preferred

•       Background in telecom, UCaaS, VoIP, or managed services environments

•       Experience with PBX platforms and SIP trunking providers

•       Familiarity with ticketing or CRM platforms such as Freshdesk, Zendesk, or HubSpot

•       Industry certifications such as CompTIA Network+, A+, or equivalent

•       Experience building SOPs, runbooks, or knowledge base documentation

What We Offer

•       Competitive hourly rate: $24 – $27/hr depending on experience

•       In-office role with a stable, consistent schedule in our Orlando office

•       A high-impact role where your work is visible and your decisions matter

•       Direct collaboration with senior leadership on improving and scaling the support function

•       Supportive team environment with room to grow as the company scales

•       Daily hands-on work with modern VoIP, cloud, and AI-powered tools

How to Apply

Interested candidates are encouraged to submit a resume and a brief cover letter describing their technical support background, experience managing ticket operations, and any relevant VoIP or telecom experience. We look forward to connecting with you!

Vonix is a privately-owned VoIP telecom company based in Orlando, Florida. Our team has decades of experience in cloud-based business solutions. We believe that businesses deserve custom solutions with personalized service. We are committed to always putting our customers first by:

Providing high-quality, reliable service
Offering every customer professional support
Developing cutting-edge technology
Helping businesses communicate better

Company Description

Vonix is a privately-owned VoIP telecom company based in Orlando, Florida. Our team has decades of experience in cloud-based business solutions. We believe that businesses deserve custom solutions with personalized service. We are committed to always putting our customers first by:\r\n\r\nProviding high-quality, reliable service\r\nOffering every customer professional support\r\nDeveloping cutting-edge technology\r\nHelping businesses communicate better