Who We Are & Why You’ll Love It Here

At Powernet, we don’t just deliver top-tier wireless, voice, Managed IT, and security solutions—we make connecting businesses seamless, smart, and reliable. We’re a team of innovators, problem solvers, and tech enthusiasts who believe work should be rewarding, collaborative, and full of high-fives (virtual or in-person!). If you love providing world-class customer support, have a passion for telecommunications, and are eager to expand your voice engineering skills alongside a supportive team, you’ve found your crowd.

Perks You'll Enjoy

• 5 weeks PTO
• Remote work flexibility (with local Cincinnati dispatch capability)
• Anniversary gift plan
• Employee referral program
• Health, vision, dental, and life insurance available
• HSA Account
• 401(k) matching

What You’ll Be Doing (The Big Picture)

As our Tier 1 Voice Help Desk Technician, you are the welcoming first point of contact for our telecom and voice clients! You will diagnose and resolve technical issues across our voice and SIP suites, manage ticket flows, and proactively monitor network alarms to ensure maximum uptime. Working alongside experienced Tier 2+ technicians and Voice Engineers, you’ll get continuous hands-on training while keeping our clients happily connected.

Your Core Responsibilities

1. First-Level Voice & Telecom Troubleshooting

• Provide 1st-level technical support for telecom and voice services, managing and prioritizing tickets while keeping clients updated on their status.
• Perform foundational troubleshooting across our voice/SIP product suite, including SIP DIDs, Digium, Avaya, Allworx, toll-free numbers, and Genesys voice services.
• Upload voice routing files and maintain detailed, squeaky-clean records of all troubleshooting steps and solutions within the ticketing system.

2. Proactive Monitoring, Escalations & Collaboration

• Monitor network alarms and actively troubleshoot emerging issues to maintain high network reliability.
• Collaborate closely with team members to identify when complex voice issues require escalation to Tier 2+ techs or the Voice Engineering department.
• Generate requested technical reports and analyze performance data to spot potential trends or recurring issues.

3. Local Dispatch & Operational Support

• Dispatch locally within the Cincinnati area when on-site assistance is required to resolve telco-related issues.
• Participate in a rotational on-call schedule (including nights, weekends, and holidays) to support critical client needs.

The Workspace & Environment

This role offers remote flexibility while requiring the ability to dispatch locally in the Cincinnati area for on-site telco resolutions as needed. You’ll thrive in a collaborative environment with overlapping shifts designed for easy escalations and daily on-the-job mentorship from senior team members.

What You Bring to the Table

• Experience: 2+ years of experience in a Telecom/SIP environment is preferred, along with introductory proficiency in troubleshooting technical issues.
• Core Voice & IP Knowledge: Solid understanding of IP networking concepts and familiarity with SIP, DIDs, hosted PBX, or enterprise voice platforms.
• Systems & Tools: Proficiency in Google Workspace, general computer tools, and an understanding of service request ticket flow and logistics.
• Customer-First Mindset: Outstanding customer service, clear communication, and strong analytical problem-solving abilities.
• Location & Driver Requirements: Must be based in/near the Cincinnati area with the ability to dispatch locally when required.

Education, Experience and Skill Requirements

• Demonstrated ability to troubleshoot technical issues with an introductory level of proficiency.
• 2 years of experience in Telecom/SIP environment preferred
• Ability to effectively identify when issues require escalation to Tier 2+ support.
• Proficiency in using Google Suite and general computer skills.
• Understanding of Powernet's products and services.
• Excellent customer experience, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Understanding of service request ticket flow and logistics processes.
• Ability to work independently and as part of a team.