VoIP Support Technician

Location: Hybrid after 90 days; One day remote; Office location in Eastern Philadelphia, 19341

Job Type: Full-time Direct Hire

Work Authorization: U.S. Citizen or Green Card

The A.C. Coy Company is currently hiring for a VoIP Support Technician role. This individual will play a front-line role in providing technical support to VoIP system users. Our ideal candidate will have 2+ years of experience in a help desk or technical support role and a strong desire to learn, grow, and succeed. 

Our Client will provide paid training, an excellent salary and health benefits package, and career growth opportunities. The available shift is  10:30am - 7:00pm, Monday - Friday.

• Monitor trouble-ticket queue in Zendesk
• Monitoring network and carrier alerts
• Level two customer technical support calls, emails, and tickets
• Internal and external escalations
• Diagnose, Troubleshoot and resolve service issues related to VoIP telephony
• Participate in shared on call support rotation
• Monitor and manage call quality and reliability of telephony infrastructure
• Work with Engineering teams to collaborate on solutions and approaches for persistent issues
• Develop and maintain operational process and procedure documents and network change management records
• Write documentation in our support knowledgebase

Required:

• At least 2 years of technical support/help desk experience
• Experience using a ticketing system
• Excellent communication skills and customer service orientation
• Ability to particiapte in on-call rotation for evenings/weekends

Preferred:

• Voice over IP (VoIP) experience
• Ability to capture and analyze SIP and RTP traces to isolate and resolve issues
• Understanding of MOS Score, Jitter, Delay, etc. 
• Linux experience