Support Technician – Contract
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Job Description
Join the Lisinski Law Firm as a Contract RingCentral Support Technician. Provide specialized technical support for VoIP systems ensuring seamless communication across the organization.
Responsibilities:
- Provide Tier 2 support for RingCentral phone system issues, including desk phones, softphones, and mobile applications.
- Perform user provisioning, phone number assignments, extension configuration, and call routing setup in RingCentral Admin Portal.
- Troubleshoot audio quality issues, call forwarding problems, voicemail configuration, and integration issues.
- Support desk phone deployments including Polycom, Yealink, and other RingCentral-compatible devices.
- Configure auto-attendants, call queues, ring groups, and department extensions.
- Assist with RingCentral integrations including Microsoft Teams, Salesforce, and other business applications.
- Document RingCentral configurations, procedures, and troubleshooting steps in knowledge base.
- Monitor system health, call quality reports, and user experience metrics.
- Coordinate with RingCentral support for escalated technical issues and service incidents.
- Train end users on RingCentral features and best practices.
- Participate in after-hours maintenance windows and emergency support as needed.
- Backup the primary VOIP administrator during absences and high-volume support periods.
Requirements:
- Minimum 2-3 years of experience supporting VoIP phone systems, preferably RingCentral.
- RingCentral certification or equivalent hands-on experience with RingCentral administration.
- Associate's degree in Information Technology or related field, or equivalent work experience.
- Experience in a professional services or legal environment is a plus.
- Deep technical knowledge of RingCentral platform, admin portal, and endpoint configuration.
- Understanding of VoIP protocols (SIP, RTP) and quality of service (QoS) concepts.
- Experience with IP phone provisioning and troubleshooting (Polycom, Yealink, Cisco, etc.).
- Familiarity with network troubleshooting for voice traffic (packet loss, latency, jitter).
- Comfortable working in a ticketing system environment (HaloITSM experience preferred).
Benefits:
- Competitive salary
- Remote work options
- Professional development opportunities
- Flexible work arrangements
- Health insurance
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