Junior VOIP Administrator

Key Responsibilities

• Provision and decommission user extensions, voicemail boxes, call queues, and phone devices.
• Configure desk phones, softphones, and mobile applications.
• Monitor system health and respond to alerts or service disruptions.
• Aid in troubleshooting VoIP-related issues affecting users and locations.
• Provide Tier 1 and Tier 2 support for telecommunications issues.
• Aid users with voice, voicemail, call forwarding, conferencing, and messaging features.
• Support onboarding and offboarding activities related to telecommunications systems.
• Document support activities and resolutions.
• Perform routine system audits and inventory management.
• Maintain telecommunications documentation.
• Aid in testing system upgrades and changes.
• Support disaster recovery and business continuity procedures.
• Assist in site expansions, phone deployments, and migration projects.
• Support telecommunications vendors and service providers during implementations.
• Participate in after-hours maintenance windows when necessary.

Required Qualifications

• Associate degree in Information Technology, Telecommunications, or related field preferred.
• 1-3 years of IT support or telecommunications experience.
• Familiarity with cloud-based phone systems, VoIP concepts, and networking fundamentals.
• Basic understanding of:
  • VoIP technologies
  • SIP and call routing concepts
  • Networking fundamentals (TCP/IP, VLANs, QoS)
  • Microsoft 365 and Teams
  • RingCentral, Cisco, Avaya, or similar platforms

Preferred Qualifications

• CompTIA Network+
• RingCentral Administrator Certification
• Microsoft Teams Phone Fundamentals

Work Environment & Physical Requirements

• Primarily office/remote environment with occasional lifting of IT equipment (up to 74 lbs).
• Ability to sit/stand for extended periods; frequent computer use.
• Traveling for On-Site Visits (as needed).

Security & Compliance Expectations (Healthcare-Ready)

• Adhere to HIPAA and organizational security policies when handling systems containing PHI/PII.
• Maintain confidentiality and follow least-privilege and secure verification procedures.
• Report suspected security incidents immediately per policy.

Success Metrics (Examples)

• Maintain ticket response and resolution times within established IT service level agreements (SLAs).
• Successfully provision and deprovision 100% of assigned phone accounts, extensions, and voicemail services within established onboarding and offboarding timelines.
• Achieve at least 95% accuracy in telecommunications documentation and inventory records.
• Resolve a majority of Tier 1 and Tier 2 VoIP support requests without escalation.
• Maintain customer satisfaction scores that meet or exceed departmental benchmarks.
• Complete all assigned site deployments, phone installations, and relocation projects within designated timelines.
• Demonstrate proficiency in administering core VoIP functions, including call routing, voicemail management, and user provisioning.
• Maintain compliance with all telecommunications security and organizational policies.
• Participate in after-hours maintenance activities with minimal service disruption.
• Complete required technical training and certification objectives annually.