Remote Technical Support Engineer - Cloud & VoIP

Intermedia Intelligent Communications

California (MO)

On-site

USD 60,000 - 90,000

Full time

14 days+

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Job summary

Intermedia is seeking a Technical Support Engineer to provide Tier 2 and frontline support. You will troubleshoot complex customer issues, cooperate with carriers, and ensure a Worry Free Experience for customers.

Ideal candidates hold a Bachelor’s degree or 3–4 years in technical support, with strong Telephony, SIP/VoIP, Networking, Windows, UNIX/LDAP/SQL skills, plus excellent communication and a willingness to share knowledge. Remote work is available with on-call rotation.

Qualifications

Bachelor/Collegiate Degree or 3–4 years of experience in technical support, preferably in a contact center.
Strong ability to assess impacts to customer experience and drive improvements.
High aptitude in Telephony, PBX, SIP, VoIP and networking fundamentals.
Solid knowledge of Windows OS and basic PC troubleshooting; UNIX/LDAP/SQL a plus.
Effective communication and problem-solving skills; willingness to document and share knowledge.

Responsibilities

Provide Tier 2 and frontline direct support, handling difficult troubleshooting to resolution.
Respond to phone calls, emails, and escalations; collaborate with partners and vendors as needed.
Diagnose and fix problems with Intermedia products or escalate appropriately.
Maintain and improve support policies, procedures, and knowledge bases.
Pass knowledge to teammates and participate in project work with engineers and developers.
Prepare outage and incident reports and monitor production systems.
Work remote via VPN; participate in on-call rotations as required.
Assist in training and developing support processes to improve CSAT/NPS.