Technical Support Analyst: Networking & VoIP Expert

Bandwidth Recruitment; Raleigh, Northern (NC, KY); Hybrid; USD 65,000 - 82,000; Full time

Benefits offered by this job

Medical, Vision, & Dental coverage for

Four weeks PTO

PTO embargo

Additional PTO via volunteer hours

Mahalo moments time off

Workout lunches and nutritionist

Job summary

Bandwidth is seeking a Technical Support Analyst to assist customers with software, hardware, and networking issues. The role emphasizes resolving technical problems and escalating when needed, with expertise in Local and Wide Area Networks, Router Configurations, VOIP, and SMS/MMS messaging.

You will work with customers, vendors, carriers, or internal teams to gather information, reproduce issues, and verify resolutions while meeting service levels and quality metrics.

Qualifications

• Bachelor's degree in Computer Science or IT required.
• 1–2 years of technical support experience.
• Strong problem-solving and communication skills.

Responsibilities

• Identify and troubleshoot networking, VoIP, HTTP messaging, and 911 or Toll-Free issues.
• Address customer inquiries through ticketing system, phone, or email in a timely and professional manner.
• Analyze call flows, packet captures, and system logs for faults.
• Collaborate with customers, vendors, carriers, or internal teams to obtain information and resolve issues.
• Test and duplicate customer issues to validate the issue and resolution.
• Escalate issues to relevant teams when required.
• Satisfy or exceed all SLAs, CSAT, and related metrics.
• Interact with various teams to provide feedback and recommend improvements to current products or procedures.
• Keep up-to-date with technical knowledge and learn new technologies and products.
• Provide guidance, technical knowledge, and best practices to customers.
• Use data analytics techniques and methods to gain accurate and actionable insights into customer traffic patterns.

Skills

Networking

VoIP/SIP

SMS/MMS

Communication

Interpersonal skills

Multitasking

Problem solving

Teamwork

Education

Bachelor's degree in Computer Science/ Information Technology/ related field

Job description

Bandwidth is seeking a Technical Support Analyst to assist customers with software, hardware, and networking issues. The role emphasizes resolving technical problems and escalating when needed, with expertise in Local and Wide Area Networks, Router Configurations, VOIP, and SMS/MMS messaging.

You will work with customers, vendors, carriers, or internal teams to gather information, reproduce issues, and verify resolutions while meeting service levels and quality metrics.