A Support Technician is required to work with the equipment, hardware and services
supplied and supported by the company and those which are primarily located on
customer premises

• Solve problems, assess situations, and apply solutions utilizing acquired voice and data

knowledge and experience.

• Have an understanding of how telecommunications equipment and services work, be

equipped to handle disruptions of service and establish solutions to deal with
challenges as they may arise as part of the role.

• Will take incoming support calls and emails.
• Responsible for live fault finding with customers for first time fix. Will work through support

queue and pick up any new un-assigned cases.

• Responsible for closing tickets within customer SLA. Work with senior team members when

needed to ensure support tickets are dealt with in a timely manner. Work with senior techs if
training and/or guidance is needed.

• Be required to configure and pre-build voice and data solutions prior to installation at

customer premises. Ensuring process is followed and all documentation is correct and stored
centrally.

• Will complete SIP cuts ensuring all documentation is correct and stored centrally.
• On-Call, responding to emergency calls, providing out of hours support both on site

and remote to customers.

• Establish and maintain effective interpersonal relationships with colleagues and those

contacted during work.

• When required provides training, coaching and professional development to members

of the team in order to enhance their knowledge and skills.

• Complete required training for the post and strive to meet development objectives.
• Responsible (if applicable) for maintaining any technical or professional qualifications

required for the post.

• Work towards the ‘Fourteen Way’
• Perform any other / or additional duties as dictated by the needs of the business.

Job Type: Full-time

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Orlando, FL 32819: Reliably commute or planning to relocate before starting work (Required)

Experience:

• VoIP: 1 year (Required)
• PBX: 1 year (Required)

License/Certification:

• Driver's License (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: One location

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