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Job Description
Voice L2 Technician
Department: Service Desk
Employment Type: Full Time
Location: Georgia
Reporting To: Billy Schuld
Compensation: $55,000 - $65,000 / year
Description
We are seeking an IT Support Technician for a role that provides help desk remote support. This position will service IP Office and ITC Cloud phone systems providing tier 1–2 help desk support .
This role is ideal for someone who enjoys variety, can work independently i, and provides dependable remote support.
Key Responsibilities
- Provide onsite support for Avaya IP Office systems, ITC Cloud phone systems, and client networking/endpoints
- Perform service for installs, cutovers, troubleshooting, and service requests
- Work remote help desk tickets, including:
- Voice tickets (IP Office, ITC Cloud, hosted platforms)
- Tier 1–2 desktop support
- General client issues as assigned
- Document all work and resolve issues efficiently in ConnectWise Manage
- Communicate effectively with clients and deliver professional support experiences
- Ensure accurate time entry, ticket notes, and follow-up actions
Skills, Knowledge & Expertise
- 2+ years of IT or telecom support experience (MSP/VoIP background preferred)
- Familiarity with Avaya IP Office and hosted/cloud phone systems (NetSapiens & 8x8 experience a plus)
- Strong client service and communication skills
Preferred Certifications (nice to have)
- CompTIA A+, Network+
- Avaya IP Office ACIS/ACSS
- SIP/VoIP certifications (e.g., SIP School SSCA)
- NetSapiens or 8x8 platform training
Job Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- 401k