Technical Support Specialist

About the Company:

StevenDouglas is exclusively partnered with a growing start-up in Bannockburn, seeking Technical Support Specialists to join their support team, to help continue to digitally transform the telecom space.

About the Role:

In this role, you will support the internal team, field technicians, and serve as the first line of assistance for customers. Experience in networking or telecom environments is highly valued. This opportunity is Hybrid.

Responsibilities:

• Manage ticket queue
• Provide technical training and education
• Escalate cases to engineering (software/hardware)
• Contribute to the knowledge base
• Handle incoming technical calls

Qualifications:

Must-Have Qualifications:

• Experience with LTE routers (Cradlepoint, Pepwave, or similar)
• Networking troubleshooting skills
• Familiarity with telecom protocols (G711, VOIP, SIP, etc.)
• 3+ years of technical support experience
• Knowledge of Netsapiens/Voipmonitor and panel protocols (e.g., ContactID)
• Strong communication and problem-solving skills
• Customer-facing experience and ticketing system knowledge

Nice to Have:

• Analog telephony experience
• Familiarity with fire panels and burglar alarm systems
• Knowledge of phone line testing and telephony wiring