SUPPORT TECHNICIAN - TIER 1

Job Description

Job Description

Join a growing company with a fast-paced and engaging work environment that encourages team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking, and dedication to consistently exceeding client expectations.

POSITION SUMMARY

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.

ESSENTIAL JOB FUNCTIONS

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

SKILLS, KNOWLEDGE, AND ABILITIES

• 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

JOB REQUIREMENTS

• Positive attitude: Possessing a positive and joyful attitude will assist in your positive and joyful results.
• Self-motivation: Aptitude to do what needs to be done, without influence from other people or situations.
• Competitive drive: Ability to deliver better value and quality than competitors.
• Entrepreneurial personality: Adeptness to identify a need (any need) and fill it, no matter the task.
• Extremely punctual and detail oriented.
• Entry Level IT certifications such as A+ or equivalent
• Valid driver's license without restrictions.
• Excellent written and verbal communication skills.
• Organized and task oriented.
• Honest and places a high value on integrity.

EMPLOYMENT / JOB TYPE

• Full-Time

PAY

• Based upon experience

BENEFITS

• 401(k) with employer matching
• Health (medical) insurance
• Paid Time Off
• Vision Insurance
• Supplemental Insurance

SCHEDULE

• Monday to Friday with afterhours/weekend on call rotation

ABILITY TO COMMUNTE / RELOCATE

• Lewisville, TX 75057 (Required)

WORK LOCATION

• One location, in person
• COMPANY WEBSITE -

BENEFIT CONDITIONS

• Waiting period may apply
• Only full-time employees are eligible

We’re a rapidly growing VoIP provider with a reputation for delivering white-glove service, unbeatable partner support, and one of the highest-paying commission structures in the industry. 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.

Company Description

We’re a rapidly growing VoIP provider with a reputation for delivering white-glove service, unbeatable partner support, and one of the highest-paying commission structures in the industry. 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.