VoIP/Systems Support Technician

Job Description

Job Description

Why This Role Exists

Nova is growing its managed VoIP business at a pace that has outrun our current support bandwidth. Small and mid-sized businesses depend on us to keep their phone systems running without interruption, and we need a technician who can own that reliability — configuring, troubleshooting, and supporting hosted and on-premise VoIP deployments for a client base that expects fast, competent answers.

About Nova

Nova Technologies is a boutique VoIP and telecom provider serving small and mid-sized businesses. We deliver hosted VoIP, on-premise PBX systems, managed network services, structured cabling, and nationwide rollout coordination. We're also building out AI-driven services — voice agents, call transcription, sentiment analysis, and analytics — as a practical extension of what we already do well: keeping our clients' communications running smoothly. Our reputation is built on trust and follow-through, not volume, and we intend to keep it that way as we grow.

About the Role

A year into this role, you'll be the person clients ask for by name when a system issue needs a fast, correct fix. You'll have a working command of our hosted and on-premise VoIP environments, a track record of resolving support tickets without repeat visits, and enough judgment to know when to escalate versus when to solve it on the spot. This role is on-site at Nova, with occasional client-site work in the surrounding area.

What You'll Do

•          Configure, provision, and troubleshoot hosted and on-premise VoIP systems for client accounts

•          Diagnose and resolve voice quality, call routing, and connectivity issues, working through root cause rather than temporary fixes

•          Support client onboarding and system cutovers, including testing and validation before go-live

•          Maintain accurate documentation of system configurations, client environments, and ticket resolutions in ConnectWise

•          Coordinate with network and cabling technicians on multi-part installs where VoIP performance depends on underlying infrastructure

•          Communicate directly with clients during support calls in a way that builds confidence, not just resolves tickets

What We're Looking For

Required:

•          Experience supporting VoIP systems in a production environment (hosted or on-premise PBX platforms)

•          Solid understanding of networking fundamentals — QoS, VLANs, SIP trunking, and how they affect call quality

•          Comfort troubleshooting under time pressure without losing track of documentation

•          Clear, professional communication with clients who may not be technical

Preferred:

•          Familiarity with a hosted VoIP platform

•          Experience with ConnectWise or a comparable PSA/ticketing system

•          Exposure to structured cabling or on-site network installs

•          Interest in how AI tools (transcription, sentiment analysis, voice agents) apply to telecom support work

Compensation

Compensation is commensurate with experience. Details are shared during the interview process