Job Posting for Voice Services Specialist at Palmetto Technology Group (PTG)
RADER is a leading Managed Services Provider (MSP) headquartered in Lafayette, Louisiana with clients located across the US. Our organization has a strong company culture built on our values of Trust, Teamwork, Service, Innovation and Growth. We expect our team members to serve our customers and each other to provide phenomenal experiences both internally and externally. We provide a generous benefits package to ensure our team is able to balance LIFE and work. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.
Summary
We are looking for a phone system help desk technician to join our team and provide technical support for our clients. You will be responsible for troubleshooting and resolving phone system issues, as well as installing and configuring phone system hardware and software. You may also work on phone system projects, onsite installation, and eventually training end users.
Responsibilities
Answer incoming phone calls from clients
Provide World Class Customer Service
Diligently document notes in the company ticket system, ConnectWise Manage
Communicate with customers, internal team members, and other departments
May require occasional after-hours work
Respond to phone system tickets and provide timely and effective solutions
Diagnose and troubleshoot phone system hardware and software issues, such as connectivity, voice quality, configuration, and features
Install and configure phone system hardware and software, such as phones, switches, routers, firewalls, and servers
Perform phone system maintenance and updates, such as backups, patches, and upgrades
Document phone system issues, solutions, and procedures
Provide phone system training and guidance to clients and staff
Requirements
We expect our team members to serve our customers and each other to provide phenomenal experiences both internally and externally
Excellent troubleshooting and problem-solving skills
Excellent communication and customer service skills
Ability to work independently and as part of a team
Ability to work under pressure, handle multiple tickets, and meet deadlines
Ability to travel to client sites as needed
At least one year of experience in phone system support, installation, or administration
Strong knowledge of phone system technologies, such as VoIP, SIP, PBX, and IVR
Strong knowledge of network technologies, such as VLAN, PoE, TCP/IP, and DNS
Knowledge of Microsoft Azure, Linux, and other relevant software and platforms
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