Gigtel Support Technician (EST Hours)

Company Information:

Welcome to Endeavor, where innovation sparks, hearts beat with care, and teamwork reigns supreme! Our dynamic company is fueled by three electrifying values: Take Initiative, Care Deeply, and Endeavor Together. Brace yourself for a workplace where bold ideas take flight, empathy fuels our actions, and collective effort propels us to extraordinary heights. Join the excitement at Endeavor, where every moment is a thrill and success is our ultimate adventure!

General Summary:

To deliver equitable support across all regions, GigTel structures its Technical Support team into East Coast and West Coast shifts. This model ensures that customers from coast to coast have access to live, knowledgeable support throughout their respective business hours, without sacrificing service quality based on location.

Required Schedule: Monday–Friday, 8:00 AM – 5:00 PM EST (East Coast shift)

After-Hours On-Call Rotation: This role involves participation in a structured on-call rotation shared among Technical Support team members, ensuring that all urgent and emergency customer requests submitted outside standard business hours receive timely, professional responses and upholding GigTel's commitment to continuous customer care.

Essential Job Functions:

• Provides technical support through ticket requests and phone calls.
• Configure new customer hardware and software per CDC outlines.
• Train customers on platform and hardware usage.
• Develop architecture plans for customer voice and data services.
• Troubleshoot VoIP-related network issues.
• Analyzing existing VoIP networks and computer systems.
• Create documentation for the platform as well as 3rd party equipment.
• Ensure that departmental guidelines for support SLAs are met.
• Work on individual and team projects to continuously grow and refine GigTel services.
• Ensures functionality of newly installed equipment by performing acceptance tests as appropriate.
• Work with vendors and outside providers to ensure quality of service and troubleshoot any concerns.
• Completes appropriate reports and records and forwards information to appropriate departments.
• Assist in supporting other departments with the overflow of phone calls and emails as needed.
• Performs all other related duties as assigned by management.

Knowledge, Skills, and Abilities: 

• Bachelor’s degree in information technology, Computer Science, or a similar field.
•  In lieu of a degree, previous experience working as a VoIP Technician and any technical training can be evaluated.
• In-depth knowledge of VoIP systems and IP Protocols.
• Knowledge of company products and services.
• Knowledge of company policies, procedures, and industry regulations.
• Knowledge of hardware systems, including servers, memory modules, processors, and peripherals.
• Good Project management skills
• Familiarity with WAN and LAN systems
• Excellent troubleshooting skills.
•  Ability to communicate with co-workers and various business contacts professionally and courteously.
• Ability to read and interpret documents such as schematics, blueprints, and circuit diagrams.
• Ability to work independently and make sound technical decisions using the information at hand.
• Ability to effectively function as a team player.

Education and Experience:

• Bachelor’s degree in information technology, Computer Science, similar field, or 3 – 5 years’ work experience in a similar technical role dealing with VoIP

Benefits we offer!

• 401k with 100% match up to 6% employee contribution
• Medical
• Dental
• Vision
• Employer Paid - Life Insurance - 3x your salary
• Employer Paid - Long-term Disability
• Employer Paid - Short-term Disability
• Employer Paid - Access to financial planning services
• EAP
• Holidays
• PTO

Compensation:

 $24.00 per hour