Technical Support Analyst - Networking & VoIP Expert

Bandwidth Inc.; Raleigh (NC); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical, Vision, & Dental coverage

Four weeks of PTO

PTO Embargo policy

Job summary

Bandwidth is seeking a Technical Support Analyst in Raleigh to resolve software, hardware, and networking issues, ensuring high customer satisfaction. You will work with Local and Wide Area Networks, VoIP, and SMS/MMS to troubleshoot and escalate as needed.

The role emphasizes collaboration, continuous learning, and adherence to SLAs, with a focus on actionable insights from data analytics to improve products and support processes.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related technical field.
• 1–2 years of experience in technical support or related field.
• Strong networking, VoIP/SIP, and SMS/MMS knowledge; solid communication and teamwork skills.

Responsibilities

• Identify and troubleshoot networking, VoIP, HTTP messaging, 911 or Toll-Free issues.
• Handle inquiries via ticketing system, phone, or email professionally.
• Analyze call flows, packet captures, and logs for faults; escalate when needed.
• Collaborate with customers, vendors, carriers, or internal teams to resolve issues.
• Dupe, test, and validate customer issues and resolutions.

Skills

Networking

VoIP/SIP

SMS/MMS

Communication

Multitasking

Problem-solving

Attention to detail

Education

Bachelor's degree in Computer Science or related field

Job description

Bandwidth is seeking a Technical Support Analyst in Raleigh to resolve software, hardware, and networking issues, ensuring high customer satisfaction. You will work with Local and Wide Area Networks, VoIP, and SMS/MMS to troubleshoot and escalate as needed.

The role emphasizes collaboration, continuous learning, and adherence to SLAs, with a focus on actionable insights from data analytics to improve products and support processes.