VOIP Systems Technician

Position Summary

The VOIP Systems Technician is responsible for deploying, supporting, troubleshooting, and maintaining VOIP and Unified Communications solutions for multiple managed services clients. This position provides remote and onsite technical support, resolves telecommunications issues, manages system configurations, and ensures service delivery meets established Service Level Agreements (SLAs). The technician will work closely with clients, carriers, vendors, and internal engineering teams to deliver reliable voice communication services and exceptional customer experiences.

Essential Duties and Responsibilities

• Provide Tier I and Tier II support for hosted, cloud-based, and on-premise VOIP environments.
• Troubleshoot voice quality issues including latency, jitter, packet loss, one-way audio, and call routing failures.
• Configure and maintain VOIP platforms, SIP trunks, PBX systems, Teams Phone, call queues, auto attendants, hunt groups, voicemail, and user extensions.
• Respond to and resolve client service requests through the MSP ticketing system.
• Meet or exceed established service level agreements (SLAs) for response and resolution times.
• Perform moves, adds, changes, and deletions (MACDs) for client phone systems.
• Assist with VOIP deployments, upgrades, migrations, and onboarding projects.
• Coordinate with carriers, internet service providers, and telecommunications vendors to resolve service issues.
• Work with network engineers to identify and resolve network-related voice performance issues.
• Monitor system alerts and proactively identify service-impacting problems.
• Document troubleshooting activities, network diagrams, configurations, and client environments.
• Educate clients on system functionality and best practices.
• Participate in an on-call support rotation as required.
• Maintain a high level of customer satisfaction through effective communication and timely issue resolution.

Required Qualifications

Education & Experience

• Associate degree in Information Technology, Telecommunications, Networking, or related field, or equivalent experience.
• 2-5 years of experience supporting VOIP or Unified Communications systems.
• Previous experience in an MSP, telecommunications provider, or customer-facing technical support environment preferred.

Technical Skills

• Knowledge of:
• SIP
• RTP
• TCP/IP
• DNS
• DHCP
• VLANs
• QoS
• Routing and Switching

• Experience supporting VOIP platforms such as:
• Microsoft Teams Phone
• RingCentral
• Zoom Phone
• 8x8
• Mitel
• Cisco
• Avaya

• Experience with SIP trunking and carrier provisioning.
• Familiarity with network troubleshooting tools and packet analysis.
• Experience using PSA/ticketing systems such as ConnectWise, Autotask, HaloPSA, or similar.

Core Competencies

• Customer service orientation.
• Strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Exceptional troubleshooting and problem-solving abilities.
• Strong documentation habits.
• Ability to manage multiple clients and priorities simultaneously.
• Self-motivated with the ability to work independently in a fast-paced MSP environment.

Preferred Certifications

• CompTIA Cloud+
• CCNP
• CompTIA VoIP Certification

Success Measures

• SLA compliance and ticket performance.
• Client satisfaction scores.
• First-call resolution rates.
• Documentation quality and accuracy.
• Successful implementation and migration projects.
• Reduction of recurring telecommunications issues.