VOIP Technician

Job Description

Job Description

Job Title: VoIP Technician

Position Summary

The VoIP Technician installs, configures, and supports Voice over IP phone systems for customers and internal users. This role handles on-site and remote work, including phone setup, basic system programming, troubleshooting, and day-to-day support. The technician works under senior staff while building hands-on experience with IP phones, PBX/hosted platforms, SIP trunks, and related network settings.

Responsibilities

• Install, configure, and test VoIP phones, ATAs, gateways, and related hardware
• Perform moves, adds, and changes (MACs) for extensions, users, and devices
• Assist with new system deployments, cutovers, and go-live testing
• Configure basic call routing, voicemail, hunt groups, auto attendants, and user features
• Troubleshoot call quality issues such as dropped calls, one-way audio, echo, jitter, and registration failures
• Support SIP registration, trunks, DIDs, and basic call-flow problems
• Check related network issues that affect voice, including cabling, VLANs, PoE, ports, NAT, and firewall settings
• Provide Tier 1 support by phone, email, chat, or ticketing system
• Train end users on phone features, apps, and basic system use
• Document installs, configurations, tickets, and site notes
• Coordinate with vendors, carriers, and senior engineers on escalations
• Maintain inventory of phones, adapters, and spare parts
• Follow change-control, labeling, and customer-site professionalism standards

Required Qualifications

• High school diploma or equivalent; technical certificate or related coursework preferred
• 0–2 years of experience in VoIP, telecom, IT support, networking, or low-voltage/cabling work
• Basic understanding of VoIP concepts, IP phones, and phone system support
• Familiarity with networking fundamentals: TCP/IP, DHCP, DNS, VLANs, and Wi-Fi
• Ability to follow installation checklists and written procedures
• Strong troubleshooting mindset and customer-service skills
• Clear written and verbal communication
• Valid driver’s license and ability to travel to customer sites as needed
• Ability to lift and carry equipment (typically up to 40–50 lbs) and work in office, closet, and ceiling environments