VoIP Analyst – Tier I — Plano, TX

Location: Plano, TX

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Company Summary

SpectrumVoIP is a privately-owned company founded in 2004, now grown to be the largest Texas based Cloud Hosted VoIP Provider in the US. We deliver state-of-the-art cloud hosted phone service utilizing the finest feature rich platform available in the US. We are uniquely differentiated from competitors in the marketplace in that we offer Unlimited Features as opposed to other providers who specialize in nickel and diming customers. Our solutions have grown to include Cloud Hosted VoIP & Cloud Hosted Call Center, robust Call Center Reporting, Unlimited Texting, Unlimited Instructor Led Training, On Site Technician Installation and Technician Training, Conference Calling, Cellular Back Up, Mobile Desk Phones and more.

Position Summary

The VoIP Analyst – Tier I provide professional phone and email support to SpectrumVoIP customers who are utilizing the SpectrumVoIP’s products. The VoIP Analyst – Tier I will provide technical support to end users on various technical issues and problems relating to hardware, software and peripherals, including wireless network systems configuration, application support, hardware support, telecom support, and systems integration analysis. The ideal candidate is someone that is energetic, bright, and self-confident; someone that can thrive in a fun, fast-paced work environment. This is an entry level position within our IT department and an excellent opportunity to grow their career with one of the best Unified Communications service providers in the country. This position will report to the Manager of Technical Services and located in Plano, TX.

Essential Job Functions
  • Handles programming issues, changes, or requests on our Unified Communications Platforms
  • Demonstrates understanding of the structure and functions of all VoIP/SIP/T.38 platforms in use by Spectrum VoIP
  • Demonstrates understanding of network troubleshooting and terminology including LAN/WAN, VPN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, Call Routing through our networks, etc.
  • Port forwards for cameras, softphone set up, SIP popper, QOS settings review, Basic WAN circuit testing, etc.
  • Escalates calls if no progress is being made within a set amount of time
  • De-escalates techniques and associated call handling skills
  • Understands how to correctly change carrier side routing of a number for forwards, or moves between systems
  • Full understanding of customer onboarding process and the ability to triage any support requests to the appropriate department as well as escalation if needed.
  • Ability to build accounts as well as provision all current phone models supported by Spectrum VoIP per customer specifications
  • Other duties as assigned
Skills, Knowledge and Abilities
  • General knowledge of TCP/IP networking
  • A basic understanding of ISP modems and routing equipment preferred (Cable Modem, DSL Modems, WISP equipment, etc.)
  • SOHO router installation and support experience
  • Ability to troubleshoot office systems (printers, scanners, cameras, etc.)
  • Experience with remote control tools, Bomgar, AnyDesk, Team Viewer, ConnectWise, etc.
  • Superior customer service focus
  • Strong problem solving/analysis ability to solve technical issues
  • Excellent written, oral, and interpersonal communication skills
  • Ability to handle multiple tasks, manage priorities and always remain professional
  • Must have the ability to distinguish low impact from high impact problems with little direction
  • Able to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
Job Requirements
  • One-year experience in a Service Desk environment or an IT support position focused on user support
  • Experience with ticketing systems
  • Excellent communication skills (in person, verbal and written)
  • Customer focused and enthusiastic in helping people to resolve technical problems
  • Experience and skill with user hardware installation and basic configuration
  • Windows operating system support knowledge/experience
  • Linux, OSX, VoIP and PBX knowledge is a plus
  • A+, N+, MCP, MCSA/MCSE, CCNA certifications are a plus
  • Strong desire to expand and acquire new skills
Other Details

Status: Exempt
Category: Full Time
Job Type: Information Technology