Are you passionate about solving technical problems and helping businesses thrive with modern technology solutions? Do you have experience with SaaS platforms and UCaaS technologies? We're looking for a tech-savvy Field Support Technician who can turn complex issues into simple solutions!
As a growing Managed Service Provider (MSP), we deliver cutting-edge IT, cloud, and communications solutions that keep businesses running smoothly. Our clients count on us for fast, reliable support—and that's where you come in. As our Field Support Technician (Level II), you'll be at the forefront of technology implementation and problem-solving, helping clients leverage powerful tools like Microsoft 365, VoIP systems, and more.
This isn't just another IT job. You'll have the opportunity to:
- Work with the latest cloud and communications technologies
- Build meaningful relationships with clients
- Learn and grow with a supportive team
- Make a real impact on business operations
If you're ready to take your IT career to the next level in a role that values both your technical skills and customer service abilities, we want to hear from you!
Key Responsibilities
- Provide multi-channel technical support via phone, email, and chat for clients' technical issues
- Deliver remote and on-site troubleshooting for VoIP systems, UCaaS platforms, and network infrastructure
- Resolve escalated issues from Level I Support, handling moderate to complex technical problems
- Support SaaS applications including Microsoft 365, Google Workspace, and CRM tools
- Manage ticket lifecycle in PSA/CRM systems according to established KPIs and SLAs
- Configure and administer VoIP phone systems and network infrastructure
- Assist with user onboarding, provisioning, and system maintenance
- Create technical documentation and knowledge base articles for common issues
- Participate in cross-training and mentorship opportunities to enhance team capabilities
- Collaborate with senior engineers and leadership on complex escalations and service improvements
- Associate's or Bachelor's degree in IT/Computer field or 2+ years equivalent work experience
- 2+ years of IT support experience, preferably in an MSP environment
- Networking knowledge including IP addressing, firewalls, and VPNs
- Proven experience with CRM, reporting, and ticketing systems (Salesforce, Zoho, etc.)
- Strong analytical and problem-solving abilities
- Excellent verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Self-motivated with excellent time management skills
- Valid driver's license with clean driving record (must be 21+ years old)
- Willingness to work in the Charlotte area
- Must pass SSCA Networking and Elite SIP Certification tests (provided by OneCloud)
Preferred Qualifications
- Associates/bachelor's degree in IT/Computer Science or equivalent practical experience
- Certification in relevant IT fields (CompTIA A+, Network+, Microsoft)
- Experience with VoIP provisioning, SIP troubleshooting, and IP telephony systems
- Knowledge of UCaaS platforms (Avaya IP Office, 3CX, RingCentral, Teams Phone)
- Proficiency with PSA/RMM platforms (ConnectWise, Datto, Kaseya)
- Experience with cabling (CAT5E/6/6E) installation, testing, and termination
- Understanding of analog telephony systems and paging infrastructure
- Previous customer service/help desk experience required
- SaaS deployment, licensing, and integration experience preferred
- Telecom industry experience preferred
- Completion of required Support Technician Level II training/certification
What We Offer
- Competitive salary + growth opportunities
- Paid training and certification reimbursement
- Health, dental, vision, and retirement benefits
- Flexible schedule and hybrid work options
How to Apply:
Visit our careers page: https://onecloud.com/company/careers/
