Apply on Employer Site

Sangoma · 2 months ago

Tier I Technical Support Technician

Pittsburgh, PA

Full-time

Onsite

Entry Level

$21/hr - $26/hr

1+ years exp

Sangoma is a recognized leader in business communications, providing cutting-edge solutions including UCaaS, VoIP, and network services. They are seeking a Tier I Technical Support Technician to manage Number Portability processes and provide technical assistance to customers, diagnosing and resolving issues related to VoIP and network systems.

HardwareInformation TechnologySoftwareTelecommunicationsUnified Communications

No H1B

Responsibilities

Provide exceptional customer and technical support through multiple channels, including ticketing system, web portal, phone queue, and email

Troubleshoot and resolve customer-reported issues efficiently while maintaining accurate and detailed documentation of all activities

Escalate complex voice network issues to vendors and underlying carriers, ensuring timely resolution through consistent follow-ups, updates, and case tracking

Utilize diagnostic and network analysis tools such as PuTTY, Wireshark, and Microsoft SQL Server to collect, analyze, and validate data related to customer trouble reports

Collaborate closely with the Lead Technical Support Technician and Technical Support Manager on escalations requiring additional investigation or coordination

Prepare and distribute end-of-shift reports summarizing key activities, issues resolved, and outstanding items

Create, update, and maintain knowledge base articles for both internal and customer use to support efficient troubleshooting and process improvement

Conduct self-directed research on VoIP, CPaaS, networking, and related technologies to enhance technical expertise and contribute to departmental knowledge sharing

Participate and contribute in daily department roundtable meetings and weekly organizational meetings to promote communication and alignment

Perform other duties and responsibilities as assigned by management

Qualification

VoIP systemsTCP/IPWiresharkSQL queriesSIP protocolsCommunicationProblem-solvingTeam player

Required

Strong understanding of TCP/IP, DNS, DHCP, and basic network troubleshooting

Proficiency using tools such as Wireshark, PuTTY, and command-line interfaces for diagnostics and testing

Familiarity with SQL queries, Windows Server, and Linux command line environments

Ability to interpret technical documentation and logs to identify and resolve issues effectively

Excellent verbal and written communication skills

Strong problem-solving and analytical abilities with a customer-focused mindset

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Proven team player with a commitment to continuous learning and improvement

Flexibility to work various shifts, including evenings or weekends, as required by business needs

Preferred

Associate's degree in Information Technology, Computer Science, Telecommunications, or related field preferred; equivalent work experience considered

1-2 years of experience in a technical support, help desk, or network operations environment preferred

Experience with VoIP systems, SIP protocols, or unified communications technologies is highly desirable

Knowledge of PBX systems, CPaaS, or cloud-based communications platforms a plus

Benefits

Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period

Matching 401K program - 100% match on 4%

Employee Stock Purchase Plan after one year of service

Flexible Time Off & Company Holidays

Entrepreneurial work environment partnered with high-growth career opportunities

Company

Sangoma

With over 40 years in the industry, Sangoma (TSX: STC; Nasdaq: SANG) is a trusted communications platform leader specializing in UCaaS, CCaaS, CPaaS, and SIP trunking and faxing.

Founded in 1984

Markham, Ontario, CAN

501-1000 employees