Information Technology Support Specialist

IT Support Specialist

Location: Barry Communications 146 West Boylston Drive, Worcester Ma.

Position Summary

Barry Communications is seeking an IT Support Specialist to troubleshoot, support, and implement VoIP and network-related solutions as part of a collaborative technical team. This role serves as a key point of contact for customer trouble inquiries, supports network components, coordinates with third-party carriers and vendors, and helps maintain reliable voice and data services for customers.

Key Responsibilities

·       Troubleshoot, support, and implement VoIP solutions as part of a team environment.

·       Troubleshoot and support network components, including voice and data network infrastructure.

·       Serve as a primary point of contact for customer trouble inquiries and technical support requests.

·       Coordinate with third-party carriers, vendors, and internal teams to resolve network and service issues.

·       Maintain service order tickets with accurate, detailed, and timely updates.

·       Participate in after-hours system maintenance as needed.

·       Support a 24x7x365 operational environment, including participation in an on-call rotation.

·       Assist with maintaining reliable communications services and escalating issues when appropriate.

Requirements

·       Basic understanding of networking concepts and VoIP technologies.

·       Hands-on understanding and experience with VMware environments.

·       Knowledge of voice and data networks, including PoE switches.

·       Working knowledge of Microsoft applications.

·       Excellent troubleshooting, analytical, and problem-solving skills.

·       Strong communication skills and the ability to work effectively with customers, vendors, carriers, and internal team members.

·       Ability to manage multiple open issues while maintaining accurate documentation and ticket updates.

·       Minimum of 4 years of relevant technical experience.

·       Ability to work from the Barry Communications office.

·       Ability to participate in after-hours maintenance and on-call support rotation.

Preferred Qualifications

·       Experience supporting SIP, hosted voice, PBX, or unified communications environments.

·       Familiarity with LAN/WAN troubleshooting, firewalls, routers, switches, and carrier circuits.

·       Experience with Microsoft Office 365 administration, support, or troubleshooting.

·       Experience with VMware environments.

·       Experience working in a managed services, telecommunications, or customer support environment.

·       Ability to document technical findings clearly and follow established escalation procedures.