Phone.com

Position Overview

 

Reports to: Sr. Director of IT, Quality & Engineering PMO

Department: IT

Status: EXEMPT

Location: Remote

Travel: Limited travel between offices

Supervisory duties: N/A

 

Founded in 2007, Phone.com, is an award-winning tech company, whose mission is to be the world’s most convenient self-service cloud communications platform for entrepreneurs and small companies.  Our virtual phone service delivers a complete suite of enterprise-grade, unified, communication services at an SMB price.  With offices in both San Diego, California and Newark, New Jersey, our team has built the most robust business communications platform on the planet – an always available, cloud-based phone system that grows with our clients’ business.

 

Our Company is currently looking for a Lead IT Engineer for a remote position. We’re looking for someone who possesses both passion and experience for a corporate IT role. Reporting to the Senior Director of IT, Quality & Engineering PMO, you’ll work within an IT team that are responsible for meeting the corporate IT needs of the entire company. In this role you will get to learn, grow, lead, mentor, contribute, create, problem-solve, and have fun.

 

Responsibilities

Your responsibilities will include:

 

• Work within a team of IT professionals whose responsibilities are tied to corporate IT.
• Follow IT processes as outlined by the IT Leadership
• Carry out work assigned and tracked within a JIRA Service Desk environment.
• Manage, resolve, and document notes on support tickets in a timely manner.
• Responsible for troubleshooting issues, delegation, and escalation as appropriate, and maintenance of support tickets
• Ensure proper administration of over 50 SaaS applications being used by various internal teams
• Read documentation, take training courses, and use any means necessary to learn how to handle required responsibilities for anything unfamiliar within the scope defined by IT Leadership
• Provide leadership and guidance to other IT professionals within the team as needed.
• Conduct periodic system audits to document and clearly articulate the requested information which may be related to license costs, role-based permissions, security, events, and more

• Meet the needs of others who request assistance from IT always with consideration towards continuous improvements that can be made

• In accordance with goals set forth by the IT Leadership, carry out project work that may be done either individually or in collaboration with other members of the team

• Under the direction and in collaboration with IT Leadership, work upon the formal creation and documentation of IT procedures
• Report KPIs for IT to IT Leadership which are agreed upon on an ongoing regular basis

Qualifications:

• At least 7-10 years of relevant IT experience
• Experience working with ticketing systems.
• Understanding of the subtleties & nuances of working with different departments, personalities, and challenges that IT is presented with as well as how to navigate them.
• High degree of attention to detail, with an eagerness for troubleshooting and problem-solving
• Has excellent verbal and written communication, presentation, and listening skills.
• Ability to project manage

Bonus Qualifications:

• Any experience in automating tasks via scripting and/or integrations
  
• Any experience with rolling out a new software platform for a specific department or the entire company
• Any experience with IT compliance (i.e.- HIPAA, SOC2, etc.) 

 

Key Values 

Shares our core values to ASPIRE and acts as a role model within the organization!

 

• Authenticity: We value honesty, transparency, open expression, and a sense of humor. Diverse personalities and backgrounds make our team stronger.
• Service: We recognize and reward people who make intentional decisions to help others both inside and outside of the workplace
• Passion: Our peers are emotionally invested in our company’s success and their own personal development
• Innovation: We take calculated risks to constantly improve our products and our processes. The drive for continuous improvement is shared by everyone
• Respect: While we often disagree, we always show due regard to the feelings, wishes, rights, and traditions of others
• Empathy: Seeing the world through the eyes of others is how we create products and services that customers love

 

We offer exceptional Benefits including: 

• 90% Company Paid Health Insurance for you AND your family!
• 100% Company Paid Dental insurance.
• 100% Company Paid Vision insurance.
• Short- and Long-Term Disability Programs
• 401K Retirement Plan
• Flexible Spending Accounts (FSA) for Health, Dependent, and Transportation
• Paid time off.
• Professional development assistance

 

We offer Additional Perks including:

• GrubHub weekly budget for home lunches
• A rare opportunity to learn and work with leading-edge technologies in a dynamic, growing environment.
• A fun & friendly work environment, where your voice matters & you make a difference!
• Competitive benefits package and perks
• Outstanding paid-time-off (PTO) and paid holidays       
• Free phone service and Phone.com swag!

 

Why Phone.com?

 

If you’d like to work for a vibrant, growing company who:

• Cares about the personal and professional well-being and growth of their employees
• Emphasizes AWESOME customer service throughout the organization, internally and externally.
• Is a staff-focused workplace, where fun & collaboration are emphasized
• And you'd like to learn about the VoIP industry ...

 

You’ll love our culture!