Technical Support (VoIP / Networking) - Field Engineer

Technical Support (VoIP / Networking) - Field Engineer

Location: Irving, TX / Hybrid (Remote Office)

Experience: 5 years desired

ICON Cloud Solutions is seeking a hands-on, customer-focused Technical Support Engineer to support the ICONnect VP communications platform. This is a high-impact role supporting dealers and end users in real time, solving complex voice, network and system issues—and making sure customers stay operational.

What you’ll do

·        Provide live technical support via phone (primary support channel)

·        Troubleshoot and resolve issues involving VoIP, networking and system integrations

·        Work directly with customers, dealers and internal staff

·        Perform testing, diagnostics and follow-up communications

·        Support installations and connectivity troubleshooting (on-premises and cloud environments)

·        Travel to customer sites when required (minimal)

What we’re looking for

We hire for mindset first—skills second. The right person is proactive, communicative and comfortable owning problems end-to-end. The ideal candidate is,

·        Comfortable balancing multiple priorities without close supervision

·        Technical Minded (voice experience helpful, but not required)

·        Strong communicator who is not afraid to engage directly with customers

·        Practical problem solver who takes ownership from issue to resolution

Must-have requirements:

·        Ability to work independently after initial direction

·        Willingness to pick up the phone and talk to customers first (not email-first support)

·        Excellent verbal and written communication skills

·        Ability to read, understand and produce basic technical documentation

·        Solid troubleshooting skills and multitasking ability

·        Linux command line familiarity (preferred)

·        Asterisk / FreePBX experience (preferred)

·        Networking fundamentals: TCP/IP, DNS, DHCP, IP addressing, VPNs

·        VoIP systems understanding and end-to-end implementation awareness

·        Familiarity with wireless and network infrastructure (Wi-Fi, LTE/5G, switches, routers)

Additional skills (not required)

·        Prior technical support or field engineering experience

·        Experience with VoIP, SBCs, VLANs and cloud connectivity

·        Installation/configuration of communications systems

Please apply online at: https://www.iconnetworks.com/jobs.html