UC Support Specialist, Tier 1

Responsibilities

  • Deliver high-quality IT technical professional services to clientele
  • Optimize productivity while assigned to customer tickets or projects
  • Prioritize work through ticket and project status
  • Troubleshoot and resolve issues, escalating when appropriate
  • Perform ticket quality control and management
  • Provide customer service via phone, video, and email
  • Participate in process improvement initiatives
  • Maintain documentation for customer environments
  • Participate in occasional on-call rotations

Requirements

  • 3-5 years of experience as a UC Support Specialist
  • Strong VOIP and networking skills
  • Advanced technical knowledge of network hardware, protocols, and internet standards
  • Experience with hardware and firmware upgrades and patching
  • 2+ years in a customer-facing role
  • 2+ years working with SaaS products
  • Strong background with ticketing systems
  • Ability to communicate effectively and professionally
  • Authorization to work in the US without sponsorship

Preferred Qualifications

  • Experience with MSP tools like ITGlue and ConnectWise Manage
  • Familiarity with SBCs including Edgewater and Avaya
  • Experience in an MSP environment

Benefits

  • Medical, Dental, and Vision insurance
  • 401K match
  • 7 company holidays plus generous PTO

About the Company

New Era Technology is a global team of over 3,000 professionals committed to securely connecting people, places, and information with end-to-end technology solutions at scale.

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