Job Description Job Description
Job Title: VoIP Technician
Level: Entry-level to Junior
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