Gigtel Support Technician (CST Hours)

Endeavor

2d•Onsite

About The Position

To deliver equitable support across all regions, GigTel structures its Technical Support team into East Coast and West Coast shifts. This model ensures that customers from coast to coast have access to live, knowledgeable support throughout their respective business hours, without sacrificing service quality based on location. This position will also include a portion of time (up to 20% of yearly hours) to flex to a later shift (10am EST to 7pm EST) as needed for additional team coverage. This role involves participation in a structured on-call rotation shared among Technical Support team members, ensuring that all urgent and emergency customer requests submitted outside standard business hours receive timely, professional responses and upholding GigTel's commitment to continuous customer care.

Requirements

Bachelor’s degree in information technology, Computer Science, or a similar field.
In lieu of a degree, previous experience working as a VoIP Technician and any technical training can be evaluated.
In-depth knowledge of VoIP systems and IP Protocols.
Knowledge of company products and services.
Knowledge of company policies, procedures, and industry regulations.
Knowledge of hardware systems, including servers, memory modules, processors, and peripherals.
Good Project management skills
Familiarity with WAN and LAN systems
Excellent troubleshooting skills.
Ability to communicate with co-workers and various business contacts professionally and courteously.
Ability to read and interpret documents such as schematics, blueprints, and circuit diagrams.
Ability to work independently and make sound technical decisions using the information at hand.
Ability to effectively function as a team player.
Bachelor’s degree in information technology, Computer Science, similar field, or 3 – 5 years’ work experience in a similar technical role dealing with VoIP

Responsibilities

Provides technical support through ticket requests and phone calls.
Configure new customer hardware and software per CDC outlines.
Train customers on platform and hardware usage.
Develop architecture plans for customer voice and data services.
Troubleshoot VoIP-related network issues.
Analyzing existing VoIP networks and computer systems.
Create documentation for the platform as well as 3rd party equipment.
Ensure that departmental guidelines for support SLAs are met.
Work on individual and team projects to continuously grow and refine GigTel services.
Ensures functionality of newly installed equipment by performing acceptance tests as appropriate.
Work with vendors and outside providers to ensure quality of service and troubleshoot any concerns.
Completes appropriate reports and records and forwards information to appropriate departments.
Assist in supporting other departments with the overflow of phone calls and emails as needed.
Performs all other related duties as assigned by management.