Field Support Technician (Level II)
On-siteCharlotte, North Carolina, United States
Job Summary
Handle, oversee, and support technical issues and inquiries via online platforms, inbound phone calls, and chat. Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications by troubleshooting escalated incidents and performing hardware and software diagnostics. Administer phone system programming, network configurations, and assist with system maintenance, upgrades, and documentation while tracking ticket lifecycles to ensure resolution and customer satisfaction. Coordinate troubleshooting sessions with clients and communicate ongoing problem resolutions across Voice, Webchat, and Ticketing systems. Participate in design meetings, cross-training, and mentorship opportunities to share knowledge, while assisting with internal knowledge base creation. This role requires on-call availability, occasional travel to customer sites in the Charlotte Area, and a valid driver's license.
Required Qualifications
- Strong analytical and problem-solving skills
- Capacity to swiftly and effectively acquire new skills
- Desire to learn and retain new information
- Ability to communicate effectively (both verbally and in writing)
- Excellent organizational, time management and interpersonal skills
- Highly motivated self-starter capable of leading initiatives and collaborating effectively within a team
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Must be willing to commute and work in the Charlotte Area
- Must be 21 years of age with a valid driver's license and clean driving record
- Associates, bachelor's degree, or certification in Information Technology, Computer Science, or a related field — or equivalent practical experience
- Telecom industry experience preferred, particularly with IP telephony, networking, and desktop support
- Familiarity with VoIP technologies such as SIP, Avaya IP Office, and 3CX is a plus
- Experience with paging systems and related hardware (amplifiers, speakers, horns, adapters, door boxes)
- Proficiency in cabling: installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable
- Understanding of analog telephony (Tip & Ring), including troubleshooting dial tone for fax machines, alarm systems, and elevator phones
- Previous Customer Service experience required
- Completion of required Field Support Training/Certification Courses, or equivalent experience
- Completion of Support Technician Level II Qualifying Training & Certification
- Must be able to lift 50 pounds at times
- May be required to work on-call or long hours in case of network malfunction
Desired Qualifications
- Telecom industry experience preferred, particularly with IP telephony, networking, and desktop support
- Familiarity with VoIP technologies such as SIP, Avaya IP Office, and 3CX is a plus
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