VOIP Technician

About the role

At ACP and Verticomm, our goal is to assist clients by optimizing technology, enhancing productivity, reducing business risk, and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing, and implementing end-to-end technology solutions scaled to meet client needs. We are currently seeking an experienced VoIP Technician to join our Verticomm team.

Responsibilities

• Install, set up, and customize VoIP systems and equipment, including phones, voicemail systems, and associated hardware, based on customer needs.
• Diagnose and resolve technical issues related to network connectivity, call quality, hardware, software, and user accounts.
• Perform routine maintenance on network infrastructure and servers to ensure optimal performance.
• Provide technical support to end-users, addressing their questions, training them on system features, and managing moves, adds and changes for their accounts.
• Monitor system performance to proactively identify potential problems and the need for upgrades or repairs.
• Maintain detailed records of service requests, troubleshooting steps, and resolutions for future reference and system improvement.
• Work with other internal teams and business partners to ensure effective service delivery and high customer satisfaction.

Qualifications

• Proficiently understand and troubleshoot VoIP systems, network protocols (TCP/IP, UDP), and common networking concepts like routing, subnets, jitter, and latency.
• Strong knowledge of LAN and WAN principles, network infrastructure, and the ability to perform basic network diagnostics.
• Excellent analytical and problem-solving skills to quickly diagnose and resolve complex, unpredictable issues in dynamic environments.
• Strong client-facing and communication skills to interact effectively with diverse users, clients, and internal teams.
• The ability to adapt to constant technological changes and innovations in the rapidly evolving VoIP industry.
• Previous experience with premise or VOIP systems of any type is a must.

Benefits and Perks

• Pay range between $60,000-$75,000 or higher based on credentials and experience.
• Generous vacation policy, paid holidays, and paid sick time.
• Medical Insurance, Dental Insurance, and Vision Insurance (employee-paid).
• Short-Term and Long-Term Disability Insurance.
• Company-paid Group Life insurance.
• Employee Assistance Program (EAP).
• Employee-paid Pet Insurance and optional supplemental insurance coverage.
• Vested 401(k) with company match and financial wellness programs.
• Flexible Spending Account (FSA), Health Savings Account (HSA) and commuter benefits options.
• Career growth and learning opportunities.