JOB SUMMARY

As a Network Support Technician (Level II), you'll support OneCloud customers across phone, email, and chat, providing advanced troubleshooting for VoIP systems, data networks, and desktop applications. You'll go beyond the phone call to work the network layer voice depends on routing and switching, firewalls, QoS, DNS/DHCP, and packet-level diagnostics, isolating issues and proving root cause with real evidence. The role blends remote support with on-site visits, including travel to customer locations for assessing and deploying managed network solutions, giving you the chance to deepen your expertise across telephony, networking, and managed services while sharpening your customer service skills. If you're ready to take your networking know-how to the next level, we'd love to hear from you, apply today. 

DUTIES AND RESPONSIBILITIES

• Provide advanced remote and on-site support for VoIP systems, network infrastructure, and desktop applications via phone, email, and chat.
• Diagnose and resolve network-layer issues affecting voice quality (QoS/traffic prioritization, jitter, latency, packet loss, DNS/DHCP, VLANs, NAT, SIP ALG); troubleshoot and configure firewalls, routers, switches, and managed network gear.
• Use packet capture and diagnostic tools (Wireshark, VoIPmonitor, PingPlotter, syslogs) to isolate root cause and document findings before applying a fix.
• Assess customer network environments and assist in positioning and deploying managed network solutions such as Peplink and UniFi.
• Resolve issues escalated from Level I Support and Field Technicians, including hardware and software diagnostics; escalate unresolved cases to the appropriate support level.
• Assess, prioritize, and monitor tickets of moderate complexity, owning each through resolution in line with KPI and SLA standards.
• Administer and program VoIP phone systems and network configurations.
• Perform structured cabling work as needed — installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable.
• Participate in design and planning meetings for telephone and data systems with Engineering, end users, and external partners to gather requirements and meet project timelines.
• Handle a broad range of support requests, including network troubleshooting/configuration, phone system programming, hardware/software diagnostics, mobile app assistance, basic Windows support, password resets, and referrals to sales for upsell opportunities.
• Manage clients in CRM/service software and maintain logs, time records, and documentation of hardware, networks, and equipment.
• Participate in training, mentorship, and cross-training to build team expertise, and contribute to internal knowledge base articles on repair, installation, and troubleshooting best practices.
• Communicate proactively with leadership and clients on emerging issues, trends, and opportunities to improve support operations; complete required performance self-assessments.
• Coordinate with clients to schedule troubleshooting sessions; perform additional duties as assigned by leadership.
• Other duties as assigned by leadership

QUALIFICATIONS

• Strong networking fundamentals (TCP/IP, routing/switching, VLANs, DNS, DHCP, NAT, QoS) with hands-on firewall and edge-device troubleshooting experience.
• Comfort reading and interpreting packet captures and network diagnostics, with the discipline to capture evidence before applying a fix.
• Strong analytical and problem-solving skills and the capacity to acquire new skills quickly.
• Experience with CRM, reporting, and ticketing systems (Salesforce, Zoho, etc.), including building targeted reports and analytics on an ad hoc basis.
• Excellent verbal and written communication, organizational, time management, and interpersonal skills.
• Highly motivated self-starter able to lead initiatives and collaborate within a team in a fast-paced, deadline-driven environment.
• Must be willing to commute and work in the Charlotte area; must be 21 years of age with a valid driver’s license and clean driving record.

EDUCATION AND EXPERIENCE

• Associate’s or bachelor’s degree or certification in IT, Computer Science, or a related field, or equivalent practical experience, with demonstrated network support/administration experience (routers, switches, firewalls).
• CompTIA Network+ required (Level II qualifying certification); Security+, Fortinet (FCA/FCP), Netgate pfSense+, or Peplink certifications preferred.
• Telecom industry experience preferred, particularly IP telephony, networking, and desktop support; familiarity with VoIP technologies (SIP, RTP, codecs, Avaya IP Office, 3CX) and managed network/SD-WAN platforms (Peplink InControl, UniFi) preferred.
• Experience with paging systems and related hardware; proficient in cabling installation, tracing, testing, and terminating CAT 5E/6/6E and coaxial cable; understanding of analog telephony (Tip and Ring) troubleshooting.
• Previous customer service experience required.
• Completion of required Field Support Training and Support Technician Level II qualifying training/certification (CompTIA Network+, NS LMS Admin, 3CX Advanced, MS700), or equivalent experience.

PHYSICAL EXPERIENCE

• Prolonged periods of sitting or standing at a desk and working on computers.
• Must be able to lift 50 pounds at times.
• May be required to work on-call or long hours in the event of a network malfunction.
• This is not a remote position and may require travel to and from customer sites.

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JOB SUMMARY

As our Support Center Supervisor, you'll lead the daily operations of OneCloud's Support Center across our full UCaaS and CCaaS product suite. You'll own the ticket queue from start to finish; triaging, assigning, prioritizing, and closing out issues; while mentoring a team of Level I and II technicians through daily coaching and hands-on technical guidance. As the first point of escalation for both your team and our customers, you'll dig into root causes and drive quality assurance, making sure every issue gets resolved for good and leaves behind a clean, defensible record. If you're a natural leader who takes ownership of outcomes and enjoys helping others grow, we'd love to hear from you, apply today. 

DUTIES AND RESPONSIBILITIES

Queue Ownership & Operations

• Own the daily operation of the ticket queue, ensuring every active case has a correct owner, priority, status, and documented next step.
• Perform ticket triage on incoming requests, including priority assignment per the Priority Matrix SOP and assignment based on technician skill, account familiarity, and workload.
• Review open and pending cases at least daily, following up with technicians and re-assigning or escalating as needed to drive resolution; monitor and enforce SLA/SLO adherence, intervening on at-risk cases before they breach.
• Coordinate service dispatches from support operations and manage operational vendor escalations, ensuring vendor ticket references are recorded in the OneCloud ticket.
• Provide the Operations Manager with regular updates on support operations’ performance, trends, and improvement initiatives; oversee process changes, identified problems, and configuration standards; perform additional duties as assigned.

Quality Assurance & Root Cause

• Own the case quality assurance process, reviewing completed cases against documentation and handling standards before closure, and ensuring accurate root cause is identified and documented, with diagnostic state captured before remediation.
• Review escalation notes for completeness before a case advances to a higher tier, returning insufficient notes to the technician for revision.
• Identify recurring incidents and trends, distinguish incidents from underlying problems, and raise known errors to the Operations Manager and Engineering with supporting data.
• Flag cases requiring coaching, correction, or recognition, and document findings in the appropriate management or HR system of record.

Team Leadership & Development

• Supervise assigned Level I and Level II technicians, aligning daily activity with department and organizational goals; provide ongoing coaching, feedback, and mentorship, documenting sessions and holding regular 1:1s with each direct report.
• Complete annual performance evaluations for assigned subordinates.
• Escalate all formal disciplinary matters, performance improvement plans, corrective action, and hiring decisions to the Operations Manager — this role does not carry independent disciplinary or hiring authority, though it may participate in and provide input on candidate interviews.
• Develop and coordinate training and cross-training so technicians are equipped for their tier and the team builds bench depth; foster a culture of continuous learning, documentation, and accountability, and contribute to SOP development and revision.

Documentation & Customer Escalation

• Coordinate creation and maintenance of internal knowledge base articles, keeping them current and accurate and converting resolved cases with reusable value into documentation; maintain customer configuration and account documentation sufficient to demonstrate accountability and establish fault boundaries.
• Serve as the first point of escalation for customers and the support team, escalating to the Operations Manager when an issue exceeds this role's scope, authority, or resolution capability.
• Ensure clear, timely, professional communication by technicians throughout the case lifecycle, and directly manage high-visibility, high-priority, and at-risk customer situations, including proactive outreach and status communication.
• Other duties as assigned by leadership

QUALIFICATIONS

• Demonstrated ability to manage a technical support queue and a team of support technicians in a similarly sized organization.
• Working knowledge of VoIP and networking fundamentals, including SIP, device registration, call routing, call quality troubleshooting, and network-based applications.
• Proven ability to manage incidents, service requests, and escalations through resolution; strong leadership skills with the ability to inspire, develop, train, and supervise technicians.
• Exceptional oral and written communication skills, able to engage with customers and senior leadership.
• Excellent organizational, time management, and interpersonal skills; a highly motivated self-starter able to prioritize competing demands across a live queue while maintaining documentation discipline.
• Experience in the Telecom, MSP, or Help Desk industry preferred, with IP Telephony experience a plus; familiarity with ITIL/ITSM concepts and helpdesk ticketing/reporting tools preferred.
• Willingness to commute and travel to the support center and customer service locations as needed.

EDUCATION AND EXPERIENCE

• Bachelor's degree in a related field (Information Technology, Computer Technology) or Business Management/Administration, or equivalent experience.
• 2+ years of experience in a technical support organization, preferably in a UCaaS or CCaaS environment, Call Center Operations, or equivalent.
• 1+ years of experience in a lead, senior technician, or supervisory capacity preferred.

PHYSICAL REQUIREMENTS

• Must be willing to work on-call and after hours as needed.
• Must be able to lift up to 50 pounds at times.
• Must be 21 years of age with a valid driver's license and clean driving record.

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OneCloud is growing its go-to-market team and is looking for a B2B Sales Manager who treats the pipeline like an instrument panel. This role manages a team of Account Executives and/or SDRs selling across the SaaS, UCaaS, and CCaaS product lines, with daily visibility into performance metrics and responsibility for coaching and resourcing the team the moment those metrics slip. This role is built around one core mandate: lead a sales team that hits its number month after month through disciplined pipeline management and coaching that raises both the floor and the ceiling. This is not a role for someone who reviews a dashboard once a week. The Sales Manager leads by example clearing obstacles, equipping reps with the plays and tools they need to win, and stepping in the moment something slips, whether that means coaching a rep through a stalled deal or resetting a pipeline full of stale opportunities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Performance Monitoring & Coaching

• Track individual and team performance daily against quota, activity, and pipeline coverage targets across SaaS, UCaaS, and CCaaS product lines; flag deviations before they become month-end surprises.
• Own weekly forecast calls and deal reviews, working through every “commit” and “best case” opportunity alongside the rep to surface real risk early and agree on the next move.
• Diagnose root causes of underperformance (activity gaps, poor qualification, weak discovery, pricing/positioning issues, stalled multi-threading) and build a specific development plan with each rep.
• Run structured coaching cadences (call reviews, pipeline reviews, 1:1s) with documented action items and proactive accountability.
• Develop solid reps into top performers by identifying the one or two skills that unlock the next tier of attainment for each person and working them deliberately.
• Spot what's working and scale it: turn a rep's winning discovery approach, objection response, or vertical play into the standard the whole team runs.
• Support reps who fall below threshold with structured improvement plans, clear milestones, frequent check-ins, and the coaching and resources needed to get back on track.
• Maintain CRM data integrity (stage accuracy, close-date hygiene, next-step documentation) as the source of truth.
• Build and maintain dashboards/scorecards covering conversion rates by stage, sales cycle length, win/loss trends, and rep-level attainment; report findings and actions to sales leadership.

Lead Generation Oversight

• Monitor lead flow and funnel conversion from lead to closed-won, identifying where leads are drying up, stalling, or converting poorly.
• Partner directly with sales leadership and Marketing on lead quality and volume, and on which campaigns, channels, and lead sources are underperforming.
• Set clear SLAs for lead response time and follow-up cadence; when leads go cold, address it immediately and remove whatever is getting in the rep's way.
• Evaluate and recommend improvements to lead scoring, routing, and qualification criteria (e.g., BANT/MEDDIC) based on observed conversion data.
• Own outbound prospecting standards for SDRs/AEs generating their own pipeline, including activity benchmarks and messaging quality.
• Track partner-sourced lead flow and conversion, including which partners are producing, which have gone quiet, and where deals are stalling.

Team & Pipeline Leadership

• Work with leadership to hire, onboard, and ramp new sales reps against a defined performance timeline; spot ramp issues early and work through them with the rep before they compound.
• Work with leadership to set territory and account assignments that balance pipeline coverage and opportunity across the team.
• Keep the team engaged with channel partners to maintain relationships and make OneCloud the partner they bring their best deals to.
• Represent the voice of the field to leadership, translating performance and lead-gen data into recommendations on quota, comp structure, and process changes.
• Perform other duties as assigned by leadership.

REQUIRED QUALIFICATIONS

• 4+ years of B2B sales experience with at least 2 years managing a quota-carrying sales team, ideally selling SaaS, UCaaS, CCaaS, or related cloud/telecom technology.
• A track record of growing a sales team and lifting its performance by developing reps into consistent producers, giving them the tools and plays to win, and building on what's already working.
• Fluency in sales and analytics tools (e.g., Salesforce, HubSpot, Zoho, ZoomInfo) with the ability to build reports and dashboards directly, not just request them.
• Strong grasp of funnel and pipeline metrics (conversion rates, sales velocity, pipeline coverage ratios, forecast accuracy) and how to act on them.
• Experience working closely with Marketing or demand-generation teams on lead quality, scoring, and routing.
• Exposure to channel or partner-led selling, with the ability to coach reps in building new partner relationships and growing existing partner pipeline.
• A direct, data-first coaching style grounded in genuine investment in reps' growth; comfortable with candid performance conversations and being the person the team turns to when a deal is in trouble.
• Excellent forecasting discipline and comfort being held accountable to forecast accuracy.
• PREFERRED QUALIFICATIONS
• Familiarity with UCaaS/CCaaS, channel/partner sales motions, or telecom/IT decision-maker personas.
• Experience selling managed services, managed network, or managed security alongside cloud communications.
• Background in adjacent telecom technologies such as SIP trunking, SD-WAN, connectivity/broadband, or POTS.
• Experience with sales engagement platforms (Outreach, Salesloft) and BI tools (Tableau, Looker, Power BI).

Physical Requirements:

• Ability to work comfortably in an office environment with prolonged periods of sitting and computer use
• Capacity to lift up to 15 pounds occasionally
• Based out of Charlotte, NC with willingness to travel regularly for client meetings and industry events

COMPENSATION & BENEFITS

• Competitive base salary plus OTE with uncapped commission
• Health, dental, and vision insurance
• 401(k) with company match
• Flexible PTO
• Modern office in Charlotte, NC with a collaborative in-office team culture
• Career growth into Senior/Director-level sales leadership

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Sales Account Executives at OneCloud Corporation are revenue drivers, responsible for winning new customers while cultivating strong relationships with assigned clients and partners. Success in this role means combining a deep understanding of OneCloud's products and services with a consultative approach crafting pitches that speak directly to each client's needs. You'll spend significant time in the field across the Greensboro–High Point–Winston-Salem, NC area, leading client meetings, presentations, and product demonstrations. To stay effective, you'll keep a pulse on industry trends and innovations, translating them into insight your clients can act on. Above all, this role calls for someone who represents OneCloud's commitment to excellence, adheres to established processes, and helps strengthen our collaborative team culture.

Duties/Responsibilities:

Client Relationship Management: Develop and maintain strong relationships with potential and existing clients and partners, serving as the primary company liaison to facilitate communication regarding sales opportunities, service delivery, installation timelines, and billing inquiries. Ensure customer satisfaction through proactive relationship management, swift issue resolution, and strategic introduction of new products, services, and enhancements that address evolving client needs.

Lead Generation & Network Expansion: Build and maintain a robust network of sources from which to consistently identify new sales leads and expand OneCloud's market presence.

Consultative Solution Selling: Identify and understand customer product or service needs, then suggest and position tailored solutions to meet those needs. Demonstrate the functions and utility of products and services to customers, highlighting the features and benefits most relevant to each prospect.

Sales Administration & Documentation: Prepare and deliver professional quotes, down payment terms, bid specifications, and proposals in adherence to company pricing guidelines and approval protocols. Maintain meticulous documentation of all sales activities including opportunities, calls, orders, lost business, and customer or vendor relationship issues in Salesforce, ConnectWise, or other designated CRM and business software.

Business Growth & Profitability: Achieve or exceed sales targets while managing expenses effectively to maximize organizational profitability and drive sustainable growth.

Collaborative Teamwork: Support colleagues in achieving their objectives, contribute constructive suggestions for process improvements, and foster a positive team culture that aligns with broader company initiatives.

Personal Accountability: Take ownership of your business territory and client relationships, completing all administrative requirements with timeliness and precision. Represent yourself and the company with the highest degree of professionalism and integrity.

• Excellent interpersonal and customer service skills with demonstrated ability to build trust-based client relationships
• Proven sales and negotiation skills with a track record of meeting or exceeding targets
• Superior written and verbal communication skills with ability to articulate complex technical concepts clearly
• Thorough understanding of technical products and services to be sold
• Strong analytical thinking and creative problem-solving abilities
• Excellent organizational skills and attention to detail
• Resilience and adaptability in fast-paced, high-pressure environments with the ability to multitask and maintain a sense of urgency
• Proficiency with Microsoft Office Suite and CRM platforms
• Valid driver's license with clean driving record
• Willingness to undergo background and reference checks

Education and Experience:

• Bachelor's degree in Marketing, Entrepreneurship, Business, or related field (or equivalent professional experience)
• Minimum two years of relevant sales experience, preferably in telecom, technology, managed services, SaaS, UCaaS, VoIP, or related field
• Two or more years of experience supporting and participating in team sales initiatives, including assembling and presenting pertinent information for assigned accounts

Physical Requirements:

• Ability to work comfortably in an office environment with prolonged periods of sitting and computer use
• Capacity to lift up to 15 pounds occasionally
• Based out of the Greensboro, High Point, Winston Salem, NC with willingness to travel regularly for client meetings and industry events

Benefits:

• Comprehensive benefits package including health, dental, vision, and retirement plans
• Competitive compensation structure with performance incentives
• Collaborative and innovative work culture
• Generous paid time off program including vacation, holidays, and personal days
• Professional development opportunities

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Join OneCloud as an Account Manager and take ownership of a portfolio of up to 400 small and medium-sized business (SMB) customer accounts, with a focus on retaining and growing revenue. Working primarily through outbound activities; phone, email, and video; you will serve as the main point of contact for your customers, building relationships, addressing their needs, and identifying opportunities for account growth. You will occasionally travel to the field for on-site customer meetings and events. This role is a great fit for someone early in their account management or sales career who is eager to build consultative selling skills and grow into a trusted point of contact for their customer base.

RESPONSIBILITIES

• Client Relationship Management: Manage a portfolio of up to 400 assigned SMB customer accounts, maintaining regular contact to build strong working relationships. Serve as the primary point of contact for sales, service delivery, renewals, and billing-related questions. Address customer needs and escalate issues as needed to support satisfaction and retention.
• Consultative Selling: Conduct regular account reviews to understand their business needs and recommend OneCloud solutions that fit. Coordinate product demonstrations and communicate the value of OneCloud’s offerings to support account growth and renewals.
• Sales Process Management: Manage the sales process within assigned accounts, including discovery, quoting, pricing, and contract execution, following company guidelines and approval processes.
• Business Development: Drive growth across your assigned account base by identifying upselling and cross-sell opportunities, following up on inbound inquiries, and re-engaging dormant accounts. Respond promptly and professionally to customer inquiries through phone, email, and other communication channels.
• Documentation & Reporting: Keep accurate, up-to-date records in Zoho CRM, logging customer interactions, sales activities, and opportunities to support reporting and forecasting.
• Business Growth & Profitability: Support overall company performance by meeting individual sales goals and looking for ways to grow long-term account value.
• Collaborative Teamwork: Partner with sales leadership, implementation, support, and operations teams to deliver seamless customer experience. Participate in team meetings and contribute ideas and best practices.
• Professional Development: Build your knowledge of OneCloud’s products and services and stay current on industry trends to better serve customers and grow in the role.
• Other duties assigned by management

QUALIFICATIONS

• Prior experience in sales or account management required; experience in telecom or related field preferred
• Strong interpersonal skills with an interest in building lasting customer relationships
• Developing consultative selling and negotiation skills; comforting following a structured sales process
• Good written and verbal communication skills
• Willingness to learn OneCloud’s products and services in depth
• Organized, detail-oriented, and accountable for follow-through
• Ability to manage a high volume of accounts and prioritize in a fast-paced environment
• Proficiency with Microsoft Office Suite, CRM platforms, and general business software
• Self-motivated with a strong work ethic and ownership mindset
• Valid driver’s license with an acceptable driving record

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer
• Ability to lift up to 15 pounds occasionally
• Occasional local travel for on-site customer meetings and events
• Must be willing to commute and work in the Charlotte area
• Must be 21 years of age with a valid driver’s license and clean driving record

BENEFITS

• Comprehensive benefits package including health, dental, vision, and retirement plan
• Competitive compensation structure with performance incentives
• Collaborative and innovative work culture
• Generous paid time off program including vacation, holidays, and personal days
• Professional development opportunities

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Join our team as a Telecommunications & Technology Infrastructure Field Technician! We’re looking for a hands-on professional who enjoys working with structured cabling, phone systems, and network technologies while also supporting customers remotely. In this role, you’ll install, maintain, and troubleshoot voice and data systems, including SIP equipment and low-voltage infrastructure. This full-time position offers variety, with both local and out-of-state travel (company vehicle provided), flexible hours, and opportunities for overtime. If you have 2+ years of cabling experience, strong technical skills, and a customer-focused mindset, we’d love to hear from you!

Duties/Responsibilities

• Install voice, data, CATV, and paging cabling
• Install phone systems, telephones, SIP telephone lines, cell booster equipment, networking equipment, POS registers, PCs, TVs, and peripherals
• Pre-build, configure, and test phone systems and SIP equipment prior to installation
• Provide on-site and remote maintenance support for all installed products and cabling
• Provide on-site assistance to customer's networking team for various troubles and equipment upgrades
• Evaluate, diagnose, troubleshoot cabling infrastructure systems and perform repairs as necessary
• Install cable pathway systems, fire-stop systems, and various cables including twisted pair, fiber optic, coax, and other low voltage cables (cable trays, cable racks, J-hooks or D-rings)
• Install, terminate, test, label and document structured cabling system and all types of fiber optic horizontal & backbone cables
• Dress and route cable into telecommunications closets, modular furniture and other work area outlets
• Build out telecommunications and equipment rooms
• Function in a hybrid role providing both field and remote support for all services
• Travel locally and out-of-state (currently servicing Delaware, Maryland, Virginia, North Carolina, South Carolina, Georgia, and Florida)
• Perform other related duties as assigned

Required Skills/Abilities

• Strong analytical and problem-solving skills
• Ability to master new skills quickly and efficiently
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Strong communications skills (email, phone, in-person)
• Voice and data cabling experience
• Telecom and paging installation and troubleshooting experience
• Customer service experience
• VoIP or networking experience
• Ability to read and interpret blueprints and know basic industry codes for network cabling
• Ability to use hand tools, power tools, and other diagnostic equipment
• Detail-oriented and organized
• Ability to follow complex directions

Education and Experience

• Associate degree or certification in a technology services/technical discipline, or equivalent work experience
• Minimum 2+ years' experience installing, servicing, and maintaining low voltage cable infrastructure systems such as Cat3, Cat5, Cat5e, Cat6, Cat6A, and Fiber Optic structured cable distribution systems
• Experience installing, terminating & testing low voltage cables & fiber optical cables to include twisted pair cable, coax, single mode & multi-mode fiber optical cables
• Manufacturer specific experience and/or certifications preferred (BICSI, Panduit, Commscope, Hubbell, Corning, Leviton, AV, etc.)
• Comprehension of terminology pertaining to installation & service of cabling infrastructure for telecom, data, security & wireless systems

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