VOIP Support Specialist

About the role

Velocity Network, Northwest Pennsylvania’s leading technology services firm, is seeking an in‑house VoIP Support Specialist. The specialist provides advanced support for voice and managed client fiber services, troubleshooting telephony and network systems, configuring and deploying VoIP and Calix solutions, managing service tickets, and ensuring clear communication, accurate documentation, and timely issue resolution.

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 promptly to managed alerts through service tickets.
• Stage and implement new and existing VoIP hardware/software for clients.
• Collaborate with telecommunication carriers for ordering, installation, and troubleshooting of voice circuits.
• Maintain and review system documentation in Office 365 and IT Glue.
• Maintain accurate time entries and timesheets.
• Perform other duties as assigned.

Requirements

• 2+ years of experience or equivalent specialized training with VoIP or network‑related hardware and software.
• Strong understanding of ISP network environments, including cable and fiber deployments.
• Ability to configure and implement features on managed devices.
• Proficiency with advanced network and VoIP protocols.
• Demonstrated skill in diagnosing and resolving technical issues of intermediate to advanced complexity.
• Quick learner of support tools and service delivery methods; capable of independently resolving escalated tickets in a fast‑paced environment.
• Excellent interpersonal, written, and oral communication skills, including active listening and customer care.
• Willingness to work overtime and on‑call hours.
• Ability to lift up to 50 lb.
• Occasional travel to client sites to provide onsite project support.

Benefits

• Competitive pay
• Health insurance
• Dental insurance
• Vision insurance
• Flexible Spending Accounts / Section 125 Plan
• 401(k) savings plan with company match
• Life insurance
• Short‑term disability insurance
• Paid time off
• Sick time
• Paid holidays
• Employee Assistance Program
• On‑site fitness facility
• Free parking