Field Service Technician; Voice

Job Description

This Field Voice Technician will support and maintain enterprise telephony environments, with a primary focus on NEC SV9500 systems. The technician will provide ongoing break/fix support, perform moves, adds, and changes for phone users, manage voicemail boxes, update user information, and troubleshoot voice-related issues impacting business operations. Responsibilities include supporting SIP and VoIP services, diagnosing call routing and connectivity issues, assisting with ACD/contact center functionality, and ensuring voice systems remain operational across customer locations.

The technician will work directly with end users and client stakeholders to resolve technical issues, perform system administration tasks, and support telecom projects and upgrades. Candidates with experience supporting similar enterprise PBX platforms who are willing to learn the SV9500 environment will also be considered.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 3+ years of hands-on experience supporting enterprise telephony environments
• Experience administering and troubleshooting PBX or IP-PBX phone systems
• Experience with NEC SV9500, NEC Univerge platforms, or comparable enterprise voice systems
• Strong understanding of SIP, VoIP, call routing, and telephony concepts
• Experience performing break/fix support and Moves, Adds, and Changes (MAC work)
• Ability to troubleshoot handsets, voicemail, call routing, extensions, and user connectivity issues
• Experience managing phone system user accounts, extension assignments, and voicemail administration
• Familiarity with ACD/contact center functionality and call flow troubleshooting
• Knowledge of network fundamentals as they relate to voice environments
• Strong customer service and communication skills
• Valid driver's license and ability to travel to customer sites as needed
• NEC SV9500 administration and support experience
• Experience with NEC UM8700, MA4000, or other NEC voice applications
• Cisco Call Manager (CUCM) experience
• Experience supporting enterprise contact center environments
• Understanding of VLANs and voice network segmentation
• Experience troubleshooting PRI circuits, SIP trunks, and telecom carrier services
• Knowledge of call reporting, call accounting, and call tracking tools
• Experience supporting hosted or managed voice solutions
• Telecommunications installation and cabling experience