Field Support Tech II: On-Site VoIP & Networking

OneCloud; Charlotte (NC); On-site; USD 55,000 - 85,000; Full time

Job summary

OneCloud in Charlotte seeks a Field Support Center Technician (Level II) to assist customers with support requests for UCaaS and CCaaS, delivering advanced diagnostics for VoIP, networks and desktop applications, and to troubleshoot complex issues while ensuring reliability.

The role covers remote and on-site support with occasional travel to customer sites, ownership of ticket lifecycles, collaboration with Engineering, contributing to knowledge base articles to drive service improvements and

Qualifications

• Requires Associate or Bachelors in IT/CS or related field; practical experience acceptable.
• Telecom/VoIP industry experience preferred; SIP, Avaya IP Office, 3CX familiarity is a plus.
• Experience with CRM, reporting, and ticketing systems.
• Willingness to travel to customer sites in the Charlotte area.

Responsibilities

• Handle, oversee, and support technical issues and inquiries via online platforms and inbound calls.
• Provide remote and on-site support for VoIP systems, network infrastructure, and desktop applications.
• Troubleshoot and resolve escalated issues with systems hardware and software.
• Own and monitor ticket lifecycles; ensure timely resolution and customer satisfaction.
• Collaborate with Engineering and customers to gather requirements and meet project timelines.
• Create and update internal knowledge base articles documenting repair and troubleshooting steps.

Skills

Analytical skills

Problem-solving

Quick learner

Communication skills

Organizational skills

Time management

Interpersonal skills

Self-starter

Adaptable to fast-paced environment

Willing to commute to Charlotte area

Driver's license

Education

Associate or Bachelor’s degree in IT/CS

IT certification

Tools

Salesforce

Zoho

CRM systems

Ticketing systems

Job description

OneCloud in Charlotte seeks a Field Support Center Technician (Level II) to assist customers with support requests for UCaaS and CCaaS, delivering advanced diagnostics for VoIP, networks and desktop applications, and to troubleshoot complex issues while ensuring reliability.

The role covers remote and on-site support with occasional travel to customer sites, ownership of ticket lifecycles, collaboration with Engineering, contributing to knowledge base articles to drive service improvements and