VOIP Support Technician in Erie, Pennsylvania at Velocity Network, Inc.

Velocity Network, Northwest Pennsylvania’s leading technology services firm, is currently searching for an in-house VoIP Support Technician to join our growing team.

The in-house VoIP Support Technician provides centralized, in-office support for voice and managed client fiber services, troubleshooting telephony and network systems using remote tools. This role includes configuring and deploying VoIP and Calix solutions, coordinating with carriers, managing and triaging service tickets, proactively monitoring system alerts, and ensuring clear communication, accurate documentation, and timely issue resolution.

The responsibilities of the position include:

• Provides centralized (in-office) support for telephony and managed business fiber services, resolving client technical issues involving Analog, Hosted Phone Systems, VoIP, managed network gateways, and vendor-specific hardware/software.
• Supports VoIP, traditional telecommunication systems, IP-based hosted systems, switches, and routers using remote diagnostic tools.
• Works with telecommunication carriers to order, coordinate, and troubleshoot voice circuits.
• Stages, configures, and implements new and existing VoIP hardware/software for client deployments.
• Stages, implements, and troubleshoots Calix managed services, including SmartBiz services and hardware.
• Continuously learns and supports new VoIP platforms and Calix products/services.
• Responds to managed service tickets for voice and business fiber clients with a focus on centralized resolution and escalation management.
• Triages incoming support tickets for severity and priority, resolves standard “quick hit” issues (approximately 15-minute tickets), and escalates more complex issues to appropriate team members as needed.
• Monitors RMM alerts and notifications, proactively addressing issues.
• Keeps all parties informed of incident progression, changes, or scheduled outages.
• Maintains and reviews system documentation in Office 365 and IT Glue.
• Maintains accurate time entries and timesheets.
• Performs other duties as assigned.

The qualified candidate must possess a solid understanding of ISP network environments, including cable and fiber deployments; demonstrate the ability to configure and implement features on managed devices remotely; effectively diagnose and resolve technical issues ranging from basic to intermediate complexity; quickly learn and apply support tools, company techniques, and service delivery methods; and successfully manage multiple tickets in fast-paced, high-pressure situations while maintaining organization and attention to detail.

VNET offers a comprehensive compensation and benefits package including:

• Competitive Pay
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts/Section 125 Plan
• 401(k) Savings Plan with a company match
• Life Insurance
• Short Term Disability Insurance
• Paid Time Off
• Sick Time
• Paid Holidays
• Employee Assistance Program
• On-Site Fitness Facility
• Free Parking

If you’re looking for a challenging career that will allow you to showcase your talents, skills, and expertise, a position at VNET could be a great fit.

Requirements

• 0-2 years experience or equivalent in specialized training with VoIP or network-related hardware and software
• Knowledge of basic Network and VoIP protocols
• Interpersonal skills such as telephony skills, communication skills (written and oral), active listening, and customer care
• Be a self-starter with the ability to work both independently and as part of a team
• Must be able to work overtime and on-call hours
• Primarily desk-based role with minimal physical requirements
• Position is primarily in-office with limited onsite work as needed