Overview
We’re looking for an entry-level Trouble Ticket Technician to join a Network Operations support team. This role is perfect for someone who is organized, detail-oriented, and eager to grow in the IT or network operations field. You'll focus on receiving, documenting, and routing incoming technical issues (trouble tickets) while supporting frontline teams working to keep systems running smoothly.
What You'll Do
- Monitor incoming service alerts and requests through a ticketing system.
- Open new trouble tickets and ensure all issue details are accurately recorded.
- Perform basic troubleshooting to identify the type of issue (hardware, software, network, etc.).
- Route tickets to the appropriate team based on issue type and urgency.
- Follow up on open tickets to ensure timely resolution and accurate documentation.
- Assist in answering phones or chat lines and gathering information from customers or field techs.
- Support the escalation of high-priority issues to senior team members or engineers.
- Work with a team to improve ticket handling processes and maintain documentation quality.
What We're Looking For
- 0–2 years of experience in a customer support, IT help desk, or technical support role.
- Familiarity with ticketing systems (ServiceNow, Zendesk, Jira, etc.) is helpful but not required.
- Strong communication and problem-solving skills.
- Comfortable working in a fast-paced, team-oriented environment.
- Interest in technology, networking, or IT operations.
- High attention to detail and a willingness to learn new systems and procedures.
- Associate degree or equivalent experience preferred (but not required).
- Local to Cary, NC and able to be onsite 3 days per week (Tues–Thurs).
Company Description
• What you didn’t know about us:
• Competitive salary
• Health, Dental and Vision Benefits
• Short/Long Term Disability and Critical Care/Illness Protection
• Life Insurance and Retirement Plans
• Employee Assistance Program
• With this position, you will get the opportunity to work with our game changing clients and further advance your already valuable experience in the telecom industry!
• We are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner!
• We are Collaborators. You’ll be working with a wholly-owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.
• We give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check-in to make sure things are going smoothly. Check out our Glassdoor page!
• Kelly Telecom is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.
• For more information click Equal Employment Opportunity is the law.
• You should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A recruiter will confirm and share more details with you during the interview process.
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