Field Support Technician II - VoIP & Networking

OneCloud Corporation; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

OneCloud Corporation is seeking a Field Support Center Technician (Level II) to support customers across UCaaS and CCaaS platforms. The role involves remote and on-site assistance, diagnosing VoIP and data-network issues, and ensuring reliable system performance.

The technician will troubleshoot escalated cases, document resolutions, and collaborate with Engineering and customers to meet timelines, with occasional travel to client sites. Strong CRM experience is required.

Qualifications

• Associates or Bachelor’s degree in IT/CS, or related practical experience.
• Experience with CRM, reporting and ticketing systems (Salesforce, Zoho) and ability to create targeted reporting.
• Ability to communicate effectively, manage time, and handle multiple tickets with accuracy.

Responsibilities

• Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications.
• Troubleshoot and resolve escalated issues with adherence to KPI/SLA standards.
• Administer and program VoIP phone systems and network configurations.
• Document repairs and create knowledge base articles for internal use.
• Coordinate with engineers and clients to meet project timelines.

Skills

Analytical skills

Strong communication

Problem-solving

Ability to learn quickly

Education

Associate's/Bachelor's degree in IT/CS

Tools

Salesforce

Zoho

CRM software

Job description

OneCloud Corporation is seeking a Field Support Center Technician (Level II) to support customers across UCaaS and CCaaS platforms. The role involves remote and on-site assistance, diagnosing VoIP and data-network issues, and ensuring reliable system performance.

The technician will troubleshoot escalated cases, document resolutions, and collaborate with Engineering and customers to meet timelines, with occasional travel to client sites. Strong CRM experience is required.