Hosted Voice Technician

Michigan Broadband Services is seeking a skilled Hosted Voice Technician to manage our Voice over IP (VoIP) and Hosted PBX solutions, providing technical expertise for installation, support, and maintenance of cloud communication services for our diverse client base, ensuring seamless and reliable voice communications. 

Key Responsibilities

Installation & Configuration: Deploy, configure, and activate new hosted PBX systems, phones, and related hardware for clients.

Customer Support: Respond to and resolve customer tickets for voice and data issues, acting as a primary point of contact.

System Maintenance: Perform regular maintenance, updates, and upgrades on hosted voice platforms and network infrastructure.

Troubleshooting: Diagnose and fix complex voice, network, and equipment problems, minimizing service disruptions.

Feature Management: Manage features like call forwarding, voicemail, auto-attendants, and conferencing for customer accounts.

Documentation: Maintain accurate records of stock inventory, configurations, installations, maintenance, and troubleshooting efforts.

Training: Train end-users and other technical teams on system usage and features.

Monitoring: Monitor network performance and system alerts to proactively identify issues. 

Essential Skills & Qualifications

• Strong knowledge of VoIP, SIP, TCP/IP, and telephony protocols.


• Experience with Hosted and Cloud PBX/UCaaS platforms, especially Ribbon, Metaswitch, Skyswitch.


• Familiarity with networking principles.


• Excellent troubleshooting and problem-solving skills.


• Strong communication and customer service abilities.


• Ability to work independently and as part of a team.


• Industry and vendor certifications desirable. 


• Work Environment
  
  
  
  • May involve flexible hours, including nights/weekends for urgent issues or installations.
  
  
  • Fast-paced, high-pressure environment, especially during live event support or outages. 
  
  
  
  

Benefits
• Competitive Salary
• 401(k) with match
• Medical, dental and life insurance
• Paid time off