Description:
Who We Are
Behind every one of our solutions is our greatest asset, our people. At Powernet, we’re driven by our shared goals, innovative spirit, and dedication to excellence. Our collaborative culture empowers each team member to make an impact, both in their work and in the community. We offer a welcoming, growth-oriented environment where personal and professional success align to deliver real business results.
Who You Are
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A Customer-First Problem Solver: You are the friendly first point of contact for our customers, resolving technical issues efficiently and professionally to ensure network reliability.
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Eager to Learn & Grow: You are excited to expand your skills through ongoing training and direct mentorship from our experienced Tier 2+ technicians and voice engineers.
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A Collaborative Team Player: You thrive in a supportive environment. You look forward to working overlapping shifts with senior team members for easy escalations and daily on-the-job learning.
Perks You'll Enjoy
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5 weeks PTO
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Remote work
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Anniversary gift plan
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Employee referral program
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Health, vision, dental, and life insurance available
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HSA Account
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401k matching
Essential Duties and Responsibilities
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Support and promote the mission, values, and principles of Powernet.
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Provide 1st level technical support to customers, diagnosing and resolving telecommunications issues related to voice services.
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Efficiently manage and prioritize assigned tickets, ensuring timely resolution and proactive communication with customers regarding ticket status.
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Work in close collaboration with the team to identify when to escalate tickets to our Voice Engineering department.
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Monitor network alarms and proactively troubleshoot problems to maintain network reliability.
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Perform basic troubleshooting of the voice/SIP suite of products offered. This includes SIP DIDs, Digium, Avaya, Allworx, toll-free numbers, and Genesys voice services.
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Demonstrate a solid understanding of IP networking concepts.
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Collaborate with Tier 2+ technicians to learn further about complex issues.
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Generate reports as requested and analyze data to identify trends and potential issues.
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Perform voice routing file uploads as needed.
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Maintain accurate records of troubleshooting steps and solutions within the ticketing system.
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Have the ability to dispatch in the Cincinnati area to resolve Telco-related issues.
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Participation in a rotational on-call schedule, including nights, weekends, and holidays, is required.
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Perform other duties as assigned.
Requirements:
Education, Experience and Skill Requirements
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Demonstrated ability to troubleshoot technical issues with an introductory level of proficiency.
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2 years of experience in Telecom/SIP environment preferred
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Ability to effectively identify when issues require escalation to Tier 2+ support.
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Proficiency in using Google Suite and general computer skills.
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Understanding of Powernet's products and services.
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Excellent customer experience, communication, and interpersonal skills.
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Strong analytical and problem-solving abilities.
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Understanding of service request ticket flow and logistics processes.
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Ability to work independently and as part of a team.
