About Us:

Located in Allen TX, Cytracom is the leading SaaS provider of business voice services delivered through the IT channel, and our mission is to make business communications simple! As for the culture, we love going to work and think you should too! The team holds our company culture near and dear as it represents an intermix between passion for leadership and passion for an active, healthy life centered around family and friends. Cytracom represents community, collaboration, camaraderie and we are DOUBLING in size this year! It's a very exciting time here at Cytracom and we are focused on finding the best talent as we continue to grow! Our Benefits:

• Medical, dental, and vision insurance is available • 401K • Disability insurance • Paid vacations and holidays • Flexible PTO policy • Casual, laid-back work environment • Free snacks Here's a closer look at this key role:

As a VoIP Engineer at Cytracom, you will be responsible for bridging the gap between our tech support and engineering departments. This role was designed to help identify and troubleshoot issues related to local networks, firewalls, switches, and other various components of a local network. You will be required to assist with complex escalated tickets that require out-of-the-box thinking daily. Responsibilities:

• Serve as an escalation point for support
• Identify and resolve outlying network issues
• Identify bugs and report findings to engineering
• Triage service outages by documenting and finding patterns
• Serve as an escalation point for support as required for specific network or equipment issues
• Create and solve tickets using Zendesk
• Clearly communicate with customers and partners via ticketing system and over the phone
• Work with partners/customers to assist in the resolution of equipment or network level outages
• Document processes and client history

Requirements:

• 3+ years of recent experience in a Network Engineering or Tier 3 support role.
• 1 year of recent experience working for an MSP or IT company
• Excellent troubleshooting and problem-solving skills
• Experience debugging logs
• Ability to troubleshoot network hardware to isolate the issue
• Experience using networking and debugging tools
• Strong organizational skills
• Strong verbal and written communication skills
• VoIP background preferred