Voice Service Technician

**Overview**

The number one goal of everyone in our team is to make our clients exceptionally happy.

The **Voice Service Technician **helps make this happen.

The **Voice Service Technician **is the frontline of the **Service Team**. They are expected to handle all client facing service and new project implementations. They must have a great client communication ability and ensure timeous project implementations.

The **Voice Service Technician **works closely with the **Service Delivery Coordinator** as well as all other **Technical Leadership** to help the team deliver the best results possible and helps them develop and grow along the way.

The **Voice Service Technician **will be expected to nurture and develop the helpdesk staff to be able to ensure clients are assisted remotely to best of their ability.

**MINIMUM REQUIREMENTS**

Manage and Monitoring of a Ticketing System Experience - Years 5 to 10 Years.

SOP’s Documentation Experience (Standard Operating Procedure using Document’s) - 5 to 10 Years.

Meeting Client’s SLA Requirement’s - 5 to 10 Years.

Software Reporting Experience - 5 to 10 Years.

IT Literate (Advanced User Level).

Solid Networking Skills - (VLAN’S, Switching, Router’s & Wifi).

Solid Cabling & infrastructure knowledge.

Voice (VoIP) knowledge - Yeastar, Yealink, 3CX or Teams Voice.

Driver’s license.

Microsoft Office and Teams Experience.

**RESPONSIBILITIES & TASKS**

**Development/USE of our Psa and documentation platform**

Use our PSA/Ticketing System to manage and monitor all Client-facing activity and becoming a PSA specialist

Keep to Schedules and Assigned Workload. Working efficiently when required working hand in hand with the **Service delivery coordinator**

Use IT Glue our documentation platform and becoming a platform specialist

Continually look for ways to better do what we do with our Ticketing System and processes

Make sure that we are meeting any SLAs we have with Clients

Make sure nothing slips through any cracks and if it does, stop it from happening again

Keep to KPI’s set by the **Service Delivery Coordinator**

**Communication, Reporting & Risk**

Create on site reports and be Accountable to Regular Reporting to the **Service Delivery Coordinator**

Manage client expectations to ensure that the Team can deliver on what is promised

Improve customer service, perception, and satisfaction

Report the utilization of Support resources to the Leadership Team

Keep up with technology and continually looking to improve clients experiences on site.

**TEAMWORK**

Work closely with other technicians and all other teams to keep service projects well co-ordinated.

Support the Team and Clients with any unusual/high-level or reoccurring issues that arise

Escalating any unusual/high-level and reoccurring issues that arise to the **Senior Service Technicians** or **Leadership Team**

**Numbers and Metrics**

Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics

Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency & Team Happiness as well as intangible metrics that align with things such as our **Company Core Values**

**Skills and Attributes**

**Desired**

Great Communications skills, founded in being a good listener

IT Literate - Advanced User level

Good networking skills - VLAN’s, switching, routers and WIFI

Good cabling and infrastructure knowledge

Voice (VoIP) knowledge - Yeastar, Yealink, 3CX or Teams Voice

Leadership Experience of a Service Team

A deep desire to deliver an amazing Client Experience

Driver’s license

The ability to speak both Geek **and** Human

The ability to keep up with & adapt to the fast-paced technology world

Attention to detail is paramount

ITIL beneficial

Microsoft O365 and Teams experience

Great Documentation and Process Setup

**Nice to Have**

Experience using a Ticketing system / RMM Tool and PSA software

Experience providing support via remote tools

Experience handling Technical Service Tickets

Experience and knowledge of working with the Microsoft 365 Platform

Experience and knowledge of voice and PBXs (specifically Yeastar and Cloud PBXs)

Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

Client Experience Certifications such as Helpdesk Habits etc.

Experience working either on a Helpdesk or for a Voice Provider, Managed Service Provider (MSP) or IT Support Business.

CCNA

**Perks**
- Generous incentives for reaching Team and Company Goals (WIP)
- We have Health covered
- An easy-going environment and culture (we all enjoy what we do)
- High-Powered Laptop
- A Proactive Approach to Ongoing Training to help you develop life-long skills

**CAREER GROWTH**

For someone looking to progress their role, the **Voice Service Technician **naturally leads into many technical and leadership roles within the business. As an example, **Senior Voice Service Technician**, **Project Manager