Information Technology Support Specialist
Job Description
IT Support Specialist
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Location: Barry Communications 146 West Boylston Drive, Worcester Ma.
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Position Summary
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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.
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Key Responsibilities
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· Troubleshoot, support, and implement VoIP solutions as part of a team environment.
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· Troubleshoot and support network components, including voice and data network infrastructure.
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· Serve as a primary point of contact for customer trouble inquiries and technical support requests.
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· Coordinate with third-party carriers, vendors, and internal teams to resolve network and service issues.
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· Maintain service order tickets with accurate, detailed, and timely updates.
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· Participate in after-hours system maintenance as needed.
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· Support a 24x7x365 operational environment, including participation in an on-call rotation.
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· Assist with maintaining reliable communications services and escalating issues when appropriate.
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Requirements
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· Basic understanding of networking concepts and VoIP technologies.
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· Hands-on understanding and experience with VMware environments.
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· Knowledge of voice and data networks, including PoE switches.
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· Working knowledge of Microsoft applications.
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· Excellent troubleshooting, analytical, and problem-solving skills.
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· Strong communication skills and the ability to work effectively with customers, vendors, carriers, and internal team members.
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· Ability to manage multiple open issues while maintaining accurate documentation and ticket updates.
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· Minimum of 4 years of relevant technical experience.
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· Ability to work from the Barry Communications office.
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· Ability to participate in after-hours maintenance and on-call support rotation.
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Preferred Qualifications
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· Experience supporting SIP, hosted voice, PBX, or unified communications environments.
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· Familiarity with LAN/WAN troubleshooting, firewalls, routers, switches, and carrier circuits.
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· Experience with Microsoft Office 365 administration, support, or troubleshooting.
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· Experience with VMware environments.
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· Experience working in a managed services, telecommunications, or customer support environment.
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· Ability to document technical findings clearly and follow established escalation procedures.