VOIP Support Specialist

Velocity Network, Inc.•Erie, PA

6d•Onsite

About The Position

Velocity Network, Northwest Pennsylvania’s leading technology services firm, is currently searching for an in-house VoIP Support Specialist to join our growing team. The in-house VoIP Support Specialist provides advanced support for voice and managed client fiber services, troubleshooting telephony and network systems. This role includes configuring and deploying VoIP and Calix solutions, managing and triaging service tickets, resolving escalated support tickets, and ensuring clear communication, accurate documentation, and timely issue resolution. The qualified candidate must possess a strong understanding of ISP network environments, including cable and fiber deployments; demonstrate the ability to configure and implement features on managed devices; effectively diagnose and resolve technical issues ranging from intermediate to advanced complexity; quickly learn and apply support tools and service delivery methods; and independently resolve escalated tickets in a fast-paced environment while maintaining organization and attention to detail.

Requirements

2+ years’ experience or equivalent in specialized training with VoIP or network-related hardware and software
Knowledge of advanced Network and VoIP protocols
Interpersonal skills such as telephony skills, communication skills (written and oral), active listening, and customer care
Be able to work overtime and on-call hours
Lift up to 50 lbs.
Participate in occasional travel to client sites and provide onsite project support

Responsibilities

Lead small to medium-scale voice and phone system projects effectively.
Monitor and respond to alerts and notifications in the remote monitoring and management system.
Engineer voice-related projects and provide essential data for review by Senior VoIP Support Specialists and the Sales team.
Keep all stakeholders informed of incident progression, changes, or agreed outages.
Maintain and perform maintenance on voice and phone system hardware and software.
Provide support for VoIP, traditional telecommunication systems, IP-based Hosted systems, gateways, switches, and routers.
Mentor VoIP Support Technicians on standardized hardware and software.
Handle support ticket escalations that may require onsite or remote assistance.
Provide telephony support for client technical issues involving various telecommunication systems.
Respond to managed alerts through service tickets promptly.
Stage and implement new and existing VoIP hardware/software for clients.
Collaborate with telecommunication carriers for ordering, installation, and troubleshooting of voice circuits.
Maintains and reviews system documentation in Office 365 and IT Glue.
Maintains accurate time entries and timesheets.
Performs other duties as assigned.