Tier 2 Support Technician (Voip/telecom)

Job Description

Job Description

Support Technician Tier 2

Location: Lewisville, TX (On-site)
Employment Type: Full-Time
Schedule: Monday Friday, 8:00 AM 5:00 PM, with after-hours and weekend on-call rotation
Compensation: Hourly, based on experience

We are seeking a motivated and technically capable Tier 2 Support Technician to join our growing team. This individual will play a critical role in providing exceptional technical support, resolving escalated customer issues, and maintaining reliable VoIP and networking solutions.

The ideal candidate brings a strong foundation in network troubleshooting, VoIP technologies, and customer service, along with the ability to independently diagnose complex technical challenges.

This position is well suited for someone who thrives in a fast-paced, customer-focused environment, takes ownership of escalated issues, and values collaboration, accountability, and continuous professional growth.

• Take ownership of escalated support tickets from Tier 1 technicians, reviewing previous troubleshooting efforts and identifying next steps.

• Troubleshoot and resolve complex VoIP, networking, and connectivity issues.

• Diagnose problems involving call flows, SIP trunks, integrations, and interconnected systems.

• Manage customer support requests through the ticketing system, ensuring timely resolution and accurate documentation.

• Identify root causes and escalate advanced technical issues to Tier 3 technicians or engineering teams when appropriate.

• Provide responsive support through telephone, email, and ticketing channels.

• Configure, troubleshoot, and maintain customer network environments, including routers and related infrastructure.

• Diagnose issues involving DNS, DHCP, port forwarding, firewalls, LAN connectivity, and routing.

• Evaluate network performance, identify potential issues, and recommend appropriate solutions.

• Assist customers with VoIP configurations, connectivity, and service-related troubleshooting.

• Perform occasional on-site customer maintenance and troubleshooting when required.

• Maintain accurate and detailed documentation of troubleshooting procedures, technical findings, and issue resolutions.

• Document root causes and provide complete information when escalating issues.

• Ensure customer records and technical documentation are updated according to organizational standards.

• Identify opportunities to improve support processes, service quality, and operational efficiency.

• Work collaboratively with colleagues across technical and nontechnical departments.

• Communicate complex technical information in a clear, professional, and understandable manner.

• Contribute ideas that improve operational efficiency and the overall customer experience.

• Participate in training and professional development opportunities to strengthen technical expertise.

• Assist with technical projects from planning through implementation as assigned.

• Stay current with evolving VoIP products, networking technologies, and troubleshooting practices.

• 2 3 years of experience in network troubleshooting, VoIP technical support, or a related technical support environment, or equivalent relevant education and practical experience.

• Solid understanding of network services, including DNS, DHCP, and port forwarding.

• Practical knowledge of LAN environments, firewalls, routers, and related networking systems.

• Experience troubleshooting network connectivity and diagnosing technical issues.

• Ability to assess escalated tickets, evaluate previous troubleshooting steps, and independently drive issues toward resolution.

• Strong written and verbal communication skills.

• Ability to accurately document technical issues, troubleshooting steps, and resolutions.

• Strong organizational skills and the ability to manage competing priorities.

• Ability to work effectively in a customer-facing, call center-style support environment.

• Valid, unrestricted driver's license.

We value individuals who demonstrate strong character, accountability, and a commitment to delivering exceptional customer experiences.

The ideal candidate will demonstrate:

• Integrity: Consistently acts with honesty, professionalism, and accountability.

• Positive Attitude: Approaches challenges and interactions with optimism and a solutions-oriented mindset.

• Self-Motivation: Takes initiative and completes responsibilities without requiring constant direction.

• Ownership: Accepts responsibility for issues and follows through to resolution.

• Competitive Drive: Strives to exceed expectations and continuously improve service quality.

• Entrepreneurial Mindset: Recognizes opportunities for improvement and takes initiative to address them.

• Attention to Detail: Maintains accurate records and produces thorough, reliable work.

• Communication: Effectively communicates with customers, colleagues, and leadership.

• Teamwork: Collaborates effectively and contributes to a supportive, high-performing team.

• Competitive hourly compensation based on experience

• 401(k) with employer matching

• Medical, dental, and vision insurance

• Supplemental insurance options

• Paid time off (PTO)

• Professional development and technical growth opportunities

Benefits eligibility is subject to company policies and applicable waiting periods.

• Location: Lewisville, TX 75057

• Work Arrangement: On-site

• Employment Type: Full-Time

• Standard Hours: Monday Friday, 8:00 AM 5:00 PM

• Additional Requirements: Participation in after-hours and weekend on-call rotation

This opportunity provides the chance to work in a growing, customer-focused technology organization where technical expertise, initiative, and exceptional service are valued.

You'll gain hands-on experience troubleshooting VoIP and networking environments, collaborating with experienced technical professionals, and contributing to meaningful operational improvements.

We're looking for someone who wants more than just another technical support position. We want an individual who takes pride in solving problems, building relationships, and contributing to the long-term success of the organization.