Telecommunications Helpdesk Technician - Tier III

TeleVoIPs, LLC; Brandon (FL); Hybrid; USD 70,000 - 105,000; Full time

Benefits offered by this job

Paid training and certifications

Generous paid time off

Medical, Dental and Vision Insurance

401(k) Matching

Company team-building events

Job summary

A VoIP solutions provider in Brandon, FL, seeks a Telecommunications Helpdesk Technician to provide advanced troubleshooting and support for clients. The role involves optimizing documentation and collaborating with sales and IT teams. Candidates should have strong expertise in packet captures and SIP signaling, with a competitive salary range of $70k to $105k. The company offers a hybrid work environment and excellent benefits.

Qualifications

• Experience in advanced troubleshooting of VoIP and network issues.
• Expert in call quality diagnostics.
• Ability to create and optimize documentation for technical processes.

Responsibilities

• Provide advanced troubleshooting for customer inquiries regarding telecom services.
• Monitor technical communications and suggest improvements.
• Collaborate with sales and IT teams to resolve issues.

Skills

Expert troubleshooting

Packet captures analysis

SIP signaling

Documentation optimization

API integrations

Job description

Overview

Job Title: Telecommunications Helpdesk Technician - Tier III
Location: Brandon, FL
Employment Type: Full-Time/Hourly (Hybrid)
Status: exempt; Salaried Compensation
Reports To: Technical Support Manager

Company Description

TeleVoIPs is a Tampa, FL-based company that offers business phone solutions. We have a state-of-the-art cloud-based phone system designed to provide unparalleled customer service and support. Our focus on creating cost-effective communication solutions helped us to develop a VoIP system that provides advanced business features like call statistics and voicemail transcription. We are a privately-owned Voice over IP company with a corporate office in Brandon, FL.

Position Responsibilities

Our Technical Specialists Tier III provide advanced/expert troubleshooting of customer and internal service inquiries regarding phones, quality, SMS, video conferencing, apps, networking and others. They are also responsible for monitoring tech communications and helping guide when necessary. Finding and resolving inefficiencies as well as constantly working on documentation and the knowledge base to help the Tier I and Tier II techs.

Responsibilities (including but may not be limited to the following):

• Work with Sales team when they have questions on supporting features and hardware. Example queue callback, doorbells, paging systems, crm integrations.
• Troubleshoot call quality. Be an expert in packet captures and analyzing SIP signaling.
• Process Documentation and Optimization
• Work with lead developers to troubleshoot issues and implement improvements
• Provisioning expert, help new and existing clients create solutions within a UC system, hardware, or API integrations
• Be an escalation path for peers: guide and train to facilitate a progressive workplace and team.
• Work directly with clients’ IT companies to efficiently resolve network issues

Compensation & Perks

• $70k/yr - $105k/yr
• Paid training and certifications
• Generous paid time off
• Company-paid holidays
• Medical, Dental and Vision Insurance
• 401(k) Matching, Profit Sharing
• A casual, close-knit work environment
• Company team-building events