Job Title:

Tier 1 Technician

Reports To:

Manager Support Services

Salary Grade:

$35,000k – $42,000k

Department:

Engineering

Want to Join the ComTec Family?

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Equal Opportunity Employer

ComTec Systems, Inc. is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria. All employees are afforded equal opportunity with respect to employment, compensation, benefits, training, transfer, and promotion without discrimination.

Who You Are

You are self-starting, entrepreneurial, and focused on continuous improvement for both yourself, the ComTec team, our customers, and our partners.  You want to be part of a team, but also can make contributions individually.  You have a voice and ideas that provide value, are appreciated, encouraged, and directly credited.  You seek out mentors and to be a mentor to others.  Ultimately, you want a work environment that provides opportunity and supports your non-professional goals.

Job Description

As Tier 1 Technician, you will help ComTec customers’ technical requests for our products and services.  Your role is critical in understanding our customers’ needs and issues and applying the proper solutions to create successful outcomes.

Essential Duties & Responsibilities

  • Embody ComTec’s Core Values by being Accountable, Customer Centric, Dynamic, Reflective, Fearless, Innovative, and Visionary; all with Integrity.
  • Provide exceptional technical support to an established nationwide base of commercial customers.
  • Play a key role in the support of products and services.
  • Identify opportunities for our clients to derive more value from our solutions.
  • Actively pursue resolution on customer needs.

Minimal Key Performance Indicators

  • Consistent communication with clients on service requests
  • Timely resolution to service requests

Initial Professional Growth Plan

  • 30 Day Targets:
    • Learn ComTec’s Mission and Core Values and be able to articulate them internally.
    • Understand ComTec Customer Support Policies and Procedures so you can articulate “why” they exist.
    • Understand ComTec Cloud’s Products and Services so you can provide technical expertise to clients.
  • 60 Day Targets:
    • Demonstrate the ability to resolve basic technical support issues.
    • Demonstrate a working understanding of the iConnect voice platforms, their options, their value, and how they can be used to solve business problems.
  • 90 Day Targets:
    • Consistently resolve moderate technical support issues.
    • Consistently communicate effectively with partners and customers
    • Demonstrate a working understanding of the ComTec USA services, their options, their value, and how they can be used to solve business problems.

Competencies

  • Basic IP Networking
  • PBX Configurations
  • Carrier terminology
  • Firewalls/ACLs/VPNs
  • Contact Center Terminology
  • PBX/Contact center reports
  • Microsoft O365 Portal
  • Connectwise

Education/Experience

  • While we value a college or vocational degree or certification, we do not have a specific educational requirement.
  • Experience in any real-world business environment will be beneficial to the candidate.

 

Your Career Path

As a Tier 1 Technician, you have multiple paths you can take within ComTec.  The following depicts a few options, but we are always evolving and open to new ideas.