Manager, Technical Support & Service Delivery; VoIP & Data - Melville, NY

Nexxis delivers high-quality voice, internet, and data solutions to businesses across many industries. We are growing and seeking a hands‑on technical leader to join our Melville team.

The Manager, Technical Support & Service Delivery position is a hands‑on technical leader responsible for the design, deployment, delivery, and support of Nexxis voice, internet, data transport, and SD‑WAN solutions. This is not a desk‑only architecture role — you'll lead technical projects and people while staying fully capable of doing the field installation, provisioning, and troubleshooting work yourself when it's needed.

This position requires daily onsite attendance at our Melville, NY headquarters.

• Lead the technical team in deploying and supporting Nexxis services, including Internet Access, Data Transport, Hosted VoIP, Toll‑Free, SMS Messaging, Contact Center, and SD‑WAN solutions.
• Own technical delivery for new‑client installations and onboarding; coordinate employees, clients, vendors, carriers, and subcontractors to complete projects on time.
• Design and configure business voice and network solutions, including Hosted VoIP users, SIP trunks, call routing, desktop and mobile applications, telephone‑number porting, routers, switches, firewalls, IP phones, and related equipment.
• Perform hands‑on technical work when needed, including client‑site installations, help‑desk and end‑user support, VoIP moves/adds/changes, Windows and macOS application troubleshooting, Microsoft Teams licensing support, equipment deployment, and basic cable drops, crimping, and termination.
• Provide remote and onsite training and technical support; resolve complex voice, network, routing, latency, jitter, packet‑loss, and system‑performance issues.
• Implement and maintain practices that optimize QoS, voice and video quality, security, and network performance.
• Coordinate service support and escalations with internal resources, clients, vendors, carriers, and subcontractors to maintain high client satisfaction.
• Partner with Sales to assess requirements, design solutions, and provide technical input for proposals and new business opportunities.
• Maintain tickets, configuration records, and technical documentation; research and test new services and hardware.
• This role includes after‑hours, weekend, and holiday on‑call availability to support rare major client outages.

• Bachelor's degree in a related technical field or equivalent practical experience.
• At least 2–3 years of hands‑on experience installing, configuring, onboarding, and supporting networking and Hosted VoIP environments.
• Ability to lead projects and technical personnel, work independently and collaboratively, prioritize competing work, meet deadlines, and provide strong client service.
• Strong working knowledge of TCP/IP, DNS, DHCP, NAT, VLANs, routing protocols (including OSPF, BGP, and EIGRP), SIP call flows, endpoint provisioning, static IP addressing, VPNs, firewalls, WAN technologies, and business internet/data transport services.
• Demonstrated ability to perform end‑user support, VoIP moves/adds/changes, desktop and mobile application setup, Windows and macOS troubleshooting, Microsoft Teams licensing support, and on‑site equipment deployment.
• Ability to use hand and power tools, including drills, screwdrivers, and cutting tools, and perform basic cable drops, crimping, and cable termination.
• Strong communication, documentation, organization, and troubleshooting skills; proficiency with Microsoft 365 applications and AI tools.
• Reliable transportation to the office and NY Metro‑area client sites.
• Ability to lift and carry up to 40 pounds on an occasional basis.

• Ability to configure routers and switches from scratch and troubleshoot using Wireshark, SIP traces, packet captures, or similar tools.
• Relevant certifications, such as CompTIA Network+, Cisco CCNA, SIP School SSCA, Security+, or vendor‑specific VoIP certifications.
• Experience with hosted VoIP platforms such as Netsapiens, BiCom, Asterisk/FreePBX, and monitoring or management platforms such as Solar Winds, PRTG, or Nagios.
• Experience working for a VoIP or internet‑access provider in a similar role.

Join Nexxis and grow with us — build your technical leadership experience while working on varied, real‑world client projects with a company known for reliable service and strong client satisfaction.