Job Description

About the Role

We are seeking a skilled VoIP Systems Technician to serve as the go-to voice and unified communications resource for our client's team and customers. This role will play a critical part in deploying new phone systems, resolving voice quality issues, and delivering an excellent support experience from project kickoff through ongoing service.

Key Responsibilities:

• Deliver Tier I and Tier II support for hosted, cloud-based, and on-premise VoIP environments
• Diagnose and fix voice quality problems
• Set up and maintain VoIP platforms, SIP trunks, PBX systems, and Teams Phone
• Work client requests through the ticketing system and meet or beat SLA targets for response and resolution
• Support VoIP deployments, upgrades, migrations, and client onboarding projects from start to finish
• Partner with carriers, ISPs, and telecom vendors to resolve service problems
• Collaborate with network engineers to track down network issues that affect voice performance
• Document troubleshooting steps, configurations, network diagrams, and client environments
• Take part in an on-call rotation as needed

Requirements:

• 2-5 years of experience supporting VoIP or Unified Communications systems
• Knowledge of SIP, RTP, TCP/IP, DNS, DHCP, VLANs, QoS, routing/switching, and carrier provisioning
• Experience supporting VoIP platforms such as Microsoft Teams Phone, RingCentral, Zoom Phone, 8x8, Mitel, Cisco, or Avaya
• Familiarity with network troubleshooting tools and packet analysis
• Experience with ticketing systems such as ConnectWise, Autotask, HaloPSA, or similar
• Strong communication skills and a customer service mindset

Preferred:

• Experience with the NetSapiens UC platform (Linux-based)
• Background in a small to mid-sized environment
• Experience in an MSP, telecom provider, or customer-facing technical support setting
• Certifications such as CompTIA Network+, CompTIA Cloud+, or CCNP
• Bachelor’s Degree

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• Software Development
• Business & Systems Analysis
• IT Support & Infrastructure
• Cybersecurity
• Cloud Engineer/DevOps

Explore additional IT roles and learn more about how we support IT professionals:
https://www.partnersinstaffing.com/find-jobs or https://www.partnersinstaffing.com/technology

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