VOIP Support Specialist

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.

Essential Functions

• 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.

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.

VNET offers a comprehensive compensation and benefits package including:

• Competitive Pay 
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts/Section 125 Plan
• 401(k) Savings Plan with a company match
• Life Insurance
• Short Term Disability Insurance
• Paid Time Off
• Sick Time
• Paid Holidays
• Employee Assistance Program
• On-Site Fitness Facility
• Free Parking

If you’re looking for a challenging career that will allow you to showcase your talents, skills, and expertise, a position at VNET could be a great fit.

• 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