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.