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Today

Mid-Level Technical Support / Field Engineer (VoIP / Networking)

ICON Cloud Solutions Irving, TX

Irving, TX

Today

Up to $60k/yr Full time Asterisk Customer Support End User Support

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Job Description

ICON Cloud Solutions is hiring a Mid-Level Technical Support / Field Engineer to deliver live support for the ICONnect VP communications platform. This hybrid role is based in Irving, TX, with infrequent travel as needed to assist with customer installations and connectivity troubleshooting.

Responsibilities

Provide real-time technical support primarily by telephone
Troubleshoot and resolve issues involving VoIP, networking, and system integrations
Collaborate directly with end customers, dealers, and internal team members
Conduct testing and diagnostics and complete follow-up communications
Support installations and connectivity troubleshooting across on-premises and cloud environments
Travel to customer sites when required, on an infrequent basis

Requirements

Strong self-starter who can work independently after initial direction
Ability and willingness to communicate live with customers and dealers as the primary support method (not email-first support)
Strong verbal and written communication skills
Ability to read, understand, and produce basic technical documentation
Solid troubleshooting capability with the ability to multitask
Asterisk or FreePBX experience (preferred)
Networking fundamentals including TCP/IP, DNS, DHCP, IP addressing, and VPNs
Understanding of VoIP systems with awareness of end-to-end implementation
Familiarity with wireless and network infrastructure such as Wi-Fi, LTE/5G, switches, and routers

Technologies

Asterisk
FreePBX
TCP/IP
DNS
DHCP
VPNs
Wi-Fi
LTE/5G
Switches
Routers
IP addressing

Benefits

401(k)
Health insurance
Dental insurance
Vision insurance
Life insurance
On-the-job training
Paid time off

Beneficial Additional Skills (Not Required)

Prior technical support or field engineering experience
Experience with Alcatel-Lucent OXO/OXE or Fortigate routers
Experience with VoIP, SBCs, VLANs, and cloud connectivity
Installation or configuration of communications systems

Role Details

Location: Irving, TX (hybrid)
Salary: USD 60,000 per year
Minimum experience: 3 years

Application Questions

Do you have 3+ years of experience in technical support, VoIP, or networking? (Yes/No)
Are you comfortable providing live phone-based support as your primary method of communication with customers? (Yes/No)
Are you comfortable commuting to this job's location? (Yes/No)
Are you legally authorized to work in the United States? (Yes/No)

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