Job Description
Job Summary: An IT Implementation company is seeking a
Technical and Voice Support Analyst with
experience in a NOC environment, strong customer interaction, and telecom expertise. This role supports Field Technicians during installations and provides technical assistance to clients across the U.S. within the NOC.
Key Responsibilities: - Provide first-line technical support for Field Technicians on-site and off-site, resolving telecom issues related to VoIP and routers.
- Manage and resolve tickets in a NOC environment, escalating issues as needed.
- Troubleshoot hardware, software, and voice issues; maintain system compatibility.
- Assist customers with technical inquiries and ensure strong communication with non-technical stakeholders.
- Contribute to Knowledgebase and conduct training sessions.
Required Skills/Abilities: - Experience in telecom installations, NOC support, and using a ticketing system.
- Strong customer service, communication, and problem-solving skills.
- Proficiency in Windows/Linux environments and voice technology.
- Ability to work efficiently in a fast-paced environment with rotating shifts.
Education: - Bachelor's degree in Technology, Telecommunications, Management Information Systems or related field, or equivalent experience.
Work Conditions: - This position is hybrid, primarily office-based with remote work as required by the business unit, and involves rotating shifts.
- Work hours will rotate every few weeks between 8 am - 5 pm and 11 am - 8 pm.
- Rotating on-call duties after hours and on weekends are required.
Job Type: Temp to hire, $18-25 per hour depending on experience.