VoIP Systems​/Administrator

Smart City Telecom
Orlando, FL 32810, USA

Smart City Telecom is Central Florida's trusted hometown telecommunications provider. Since 1969, we have been personally serving and seamlessly connecting our neighbors and businesses with the world. With decades of experience delivering fast, reliable fiber internet, hosted voice, and managed services, we have grown alongside the communities we serve while staying true to the values that got us started. We instill confidence every day by delivering reliable solutions and brilliant service, and we are always looking for talented people who share that commitment.

The VoIP Systems Support/Administrator supports the configuration, provisioning, and day-to-day administration of our cloud-based voice and unified communications platform, handling account setup, system testing, troubleshooting, and end-user support. Reporting to the Manager, VoIP Services, this role brings strong VoIP and telephony administration skills to our cloud-based voice deployments, working closely with engineering, NOC, and field services teams to keep our hosted voice services running reliably for customers.

We instill confidence every day by delivering reliable solutions and brilliant service, and this role is central to keeping that promise for our hosted voice customers.

• Assisting with installations and deployments of Hosted Voice solutions for new and existing customers
• Configuring and provisioning user accounts, extensions, devices, call queues, auto attendants, hunt groups, and voicemail services
• Managing Local Number Portability (LNP) requests and coordinating porting activities with carriers and customers
• Performing system testing, including inbound/outbound calling, E911 validation, voicemail, call routing, and feature verification
• Troubleshooting IP phones, ATAs, softphones, and related equipment
• Providing end-user and administrator training on hosted voice systems and web portals
• Processing MACD (Moves, Adds, Changes, and Deletes) requests, trouble tickets, and other service modifications
• Maintaining accurate implementation and customer documentation
• Supporting solution documentation for Hosted Voice deployments, under the direction of engineering
• Monitoring basic network performance indicators, including QoS, VLAN configuration, bandwidth utilization, and voice quality metrics, to support troubleshooting
• Supporting SBC, SIP trunking, and cloud voice platform administration
• Collaborating with engineering teams on service enhancements and infrastructure improvements
• Following established technical standards, deployment procedures, and best practices
• Working alongside technicians on Hosted Voice provisioning, troubleshooting, and deployment methodologies
• Providing escalation support for service-impacting issues
• Coordinating activities with Sales, Engineering, Operations, NOC, and Field Services teams
• Participating in customer conference calls, installation scheduling, and project status reviews
• Diagnosing and resolving SIP signaling, registration, routing, codec, and call quality issues
• Reviewing packet captures and call traces to help identify service impairments
• Troubleshooting LAN/WAN connectivity affecting VoIP services
• Working directly with carriers and vendors to resolve escalated service issues

• 3+ years of experience supporting VoIP, Hosted PBX, or Unified Communications platforms
• Strong understanding of SIP, RTP, TCP/IP, VLANs, DHCP, DNS, and QoS
• Experience with cloud voice platforms, PBX systems, and IP telephony
• Knowledge of number porting processes and carrier relations
• Experience configuring IP phones and related voice equipment
• Strong customer service and communication skills
• Ability to manage…