Tier I Technical Support Technician

Sangoma

Pittsburgh (Allegheny County)

On-site

USD 38,000 - 45,000

Full time

14 days+

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Benefits offered by this job

Extensive Benefit Options (Health, Vision, Dental)

Matching 401(k) program

Employee Stock Purchase Plan

Flexible Time Off

High-growth career opportunities

Job summary

A leading technology firm is seeking a Tier I Technical Support Technician in Pittsburgh. You will provide top-notch customer support, troubleshoot VoIP and network issues, and collaborate closely with teams to enhance service delivery. Ideal candidates should have strong problem-solving skills and a relevant associate's degree. Join us to make a significant impact and grow your career within a dynamic work environment.

Qualifications

1-2 years of experience in a technical support or help desk environment.
Experience with VoIP systems or unified communications technologies is highly desirable.
Ability to interpret technical documentation and logs.

Responsibilities

Provide exceptional customer and technical support through multiple channels.
Troubleshoot and resolve customer-reported issues efficiently.
Collaborate closely with the Lead Technical Support Technician.

Skills

TCP/IP and basic network troubleshooting

Verbal and written communication skills

Problem-solving and analytical abilities

Education

Associate's degree in Information Technology

Tools

Wireshark

PuTTY

Microsoft SQL Server

Job description

5 days ago Be among the first 25 applicants

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This range is provided by Sangoma. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$38,000.00/yr - $45,000.00/yr

Join Sangoma as a Tier I Technical Support Technician, where you will be at the forefront of our telecommunications operations! As a recognized leader in business communications, Sangoma provides cutting‑edge solutions including UCaaS, VoIP, and network services to empower businesses around the globe. In this role, you will be responsible for managing Number Portability (LNP) processes while collaborating with various external carriers and internal teams to ensure seamless service transitions for our customers.

The Tier I Technical Support Technician serves as the first line of contact for customers requiring technical assistance with Sangoma's products and services. This role is responsible for diagnosing, troubleshooting, and resolving technical issues related to VoIP, CPaaS, and network systems, while maintaining a high standard of professionalism and customer satisfaction. The ideal candidate is a motivated problem solver with strong communication skills and a passion for learning new technologies.

Your Role:

Provide exceptional customer and technical support through multiple channels, including ticketing system, web portal, phone queue, and email.
Troubleshoot and resolve customer-reported issues efficiently while maintaining accurate and detailed documentation of all activities.
Escalate complex voice network issues to vendors and underlying carriers, ensuring timely resolution through consistent follow‑ups, updates, and case tracking.
Utilize diagnostic and network analysis tools such as PuTTY, Wireshark, and Microsoft SQL Server to collect, analyze, and validate data related to customer trouble reports.
Collaborate closely with the Lead Technical Support Technician and Technical Support Manager on escalations requiring additional investigation or coordination.
Prepare and distribute end‑of‑shift reports summarizing key activities, issues resolved, and outstanding items.
Create, update, and maintain knowledge base articles for both internal and customer use to support efficient troubleshooting and process improvement.
Conduct self‑directed research on VoIP, CPaaS, networking, and related technologies to enhance technical expertise and contribute to departmental knowledge sharing.
Participate and contribute in daily department round‑table meetings and weekly organizational meetings to promote communication and alignment.
Perform other duties and responsibilities as assigned by management.

Requirements

Education & Experience:
- Associate's degree in Information Technology, Computer Science, Telecommunications, or related field preferred; equivalent work experience considered.
- 1‑2 years of experience in a technical support, help desk, or network operations environment preferred.
- Experience with VoIP systems, SIP protocols, or unified communications technologies is highly desirable.
Technical Skills:
- Strong understanding of TCP/IP, DNS, DHCP, and basic network troubleshooting.
- Proficiency using tools such as Wireshark, PuTTY, and command‑line interfaces for diagnostics and testing.
- Familiarity with SQL queries, Windows Server, and Linux command line environments.
- Knowledge of PBX systems, CPaaS, or cloud‑based communications platforms a plus.
- Ability to interpret technical documentation and logs to identify and resolve issues effectively.
Professional Skills:
- Excellent verbal and written communication skills.
- Strong problem‑solving and analytical abilities with a customer‑focused mindset.
- Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
- Proven team player with a commitment to continuous learning and improvement.
- Flexibility to work various shifts, including evenings or weekends, as required by business needs.

Benefits

Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
Matching 401(k) program - 100% match on 4%
Employee Stock Purchase Plan after one year of service
Flexible Time Off & Company Holidays
Entrepreneurial work environment partnered with high‑growth career opportunities
We value transparency and fairness in our compensation practices. For this role, we offer a salary range of $21 to $26 per hour, commensurate with experience, qualifications, and location

Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?

Must be authorized to work in the United States on a full‑time basis for any employer. No agencies or third‑party resumes, please.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

Seniority level