Network & Voice Operations Support Technician I (Floater)

4d•$45,000 - $50,000

About The Position

This Level 1 technician is a flexible, hands-on floater who divides time between NOC and help desk work and field visits to client sites across Tucson. The role handles incoming calls, emails, and tickets; performs initial connectivity checks and basic VoIP and desktop troubleshooting; and documents work in the ticketing system. It also provides on-site smart-hands support to senior engineers, installs and tests networking and voice equipment, performs site readiness checks and client offboarding de-installs, and prepares and tracks hardware and inventory. The position requires switching between an operations-center desk environment and field work, including occasional warm server closets, drop ceilings, rooftops, outdoor Arizona weather, and ladder work. Occasional maintenance windows, after-hours shifts, or on-call support for regional outages may be required. A company vehicle is provided for work-related driving.

Requirements

High school diploma or GED.
Valid driver’s license with a clean driving record.
Must be able to pass a standard background check.
Understand IP addressing, subnets, DHCP, DNS, and the basics of how an IP phone communicates across a local subnet.
Be able to isolate a bad cable or port before assuming a complex software issue.
Communicate clearly and patiently with customers, including talking them through a reboot without relying on jargon.
Be comfortable crimping Cat5e/Cat6, testing basic punch-downs, running neat patch lines, and using common hand tools.
Be adaptable between operations-center desk work and field troubleshooting, including working on an access point from a ladder.
Be comfortable carrying equipment up to 50 pounds and working safely from ladders up to 12 feet.
Be open to occasional maintenance windows, after-hours shifts, or on-call support for sudden regional outages.

Nice To Haves

6–12 or more months of experience in an MSP, ISP, NOC, or help desk environment.
Entry-level certifications such as CompTIA A+ or Network+, or foundational certifications from Cisco, MikroTik, or Ubiquiti.
Prior experience with hosted PBX or SIP administration panels.
Practical structured cabling or low-voltage experience.
Bilingual Spanish and English.

Responsibilities

Handle incoming calls, emails, and tickets with a customer-service focus, setting expectations with clients.
Run initial connectivity checks using ping, traceroute, and monitoring dashboards such as Zabbix, InControl, and UniFi; document findings and escalate issues requiring senior support.
Resolve everyday VoIP tickets, including dead handsets, call-quality issues, SIP registration drops, extension reassignments, and basic call-tree updates.
Record notes, customer details, and configuration changes in the ticketing system as work is performed.
Assist the managed services team with desktop tickets, including local printer issues, basic account lockouts, and workstation connectivity.
Provide on-site smart-hands support to senior engineers, including power-cycling rack equipment, reseating transceivers, tracing patch cords, and reporting switch-port status.
Rack, mount, cable, and test routers, switches, wireless access points, PoE equipment, IP phones, and ATAs at client sites.
Perform site readiness checks using installation checklists and upload photos and site notes to the ticket before leaving.
De-install equipment for offboarding clients, safely box it, and record it in Sonar inventory.
Tag incoming hardware, record serial numbers, and track loaned equipment.
Unbox, label, and stage hardware on the bench for scheduled rollouts.
Keep installation kits and company vehicles stocked with supplies and basic hand tools.