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

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)