Junior VOIP Administrator

Department:
Information Technology

Reports To:

Systems Administrator / VP of IT FLSA Status:
Exempt / Non-Exempt (based on org standards)

The Junior VoIP Administrator is responsible for supporting the organization's Voice over IP (VoIP) and unified communications environment. This position assists with user provisioning, phone deployments, troubleshooting, call routing updates, system monitoring, and telecommunications support across multiple locations. The Junior VoIP Administrator works closely with the Senior VoIP Administrator and IT team to maintain reliable voice communications, support end users, and ensure adherence to organizational standards and security requirements.

This role is ideal for an IT professional seeking to develop expertise in voice communications, hosted PBX systems, SIP technologies, call center functionality, and telecommunications infrastructure. The position provides hands‑on experience supporting enterprise voice systems in a highly available, multi‑site environment.

System Administration & Support

• 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.
• Assist in troubleshooting VoIP‑related issues affecting users and locations.

User Support

• Provide Tier 1 and Tier 2 support for telecommunications issues.
• Assist users with voice, voicemail, call forwarding, conferencing, and messaging features.
• Support onboarding and offboarding activities related to telecommunications systems.
• Document support activities and resolutions.

Operations & Maintenance

• Perform routine system audits and inventory management.
• Maintain telecommunications documentation.
• Assist in testing system upgrades and changes.
• Support disaster recovery and business continuity procedures.

Projects & Deployments

• 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.

• 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:

• SIP and call routing concepts
• Networking fundamentals (TCP/IP, VLANs, QoS)
• Microsoft 365 and Teams
• Ring Central, Cisco, Avaya, or similar platforms

• Microsoft Teams Phone Fundamentals

• 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)

• 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.

• 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.