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:

Reporting to the VP of Customer Care a Tier 3 Tech is the bridge between Tech Support and Engineering. In this role you will be responsible for the resolutions of escalated tickets by thinking outside of the box. As well as identifying and troubleshooting tickets that will need to be escalated to engineering.

Responsibilities:

• Identify bugs and report findings to engineering
• Troubleshoot engineering tickets
• Resolve outlying network issues
• Triage service outages by documenting and finding patterns
• Document processes
• Serve as an escalation point for support as required for specific network or equipment issues
• Work with partners/customers to assist in the resolution of equipment or network level outages
• Other duties as required

Requirements:

• Excellent troubleshooting and problem-solving skills.
• On-site Troubleshooting experience.
• VoIP background preferred.