Voice over IP (VoIP) Technician/Installer

Job Summary

Mercury Telecom is in search of a qualified Voice over Internet Protocol (VoIP) Technician and Installer in Midland, MI. It is preferred that candidates have a background in VoIP Telephony or Internet Protocol (IP) Network Administration.

Responsibilities and Duties

Essential Duties and Responsibilities:

• Telephony support relating to technical issues involving all telecommunications systems: VoIP, voicemail, analog, and vendor specific hardware and software, including hardware/software installation, configuration, and programming; testing; end user training
• VoIP and some traditional telecommunications systems service and support
• Administration and maintenance of IP telephony servers, switches, routers, and gateways
• Work with telecommunications carriers for troubleshooting of voice and data circuits.
• Monitor remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed
• Working knowledge of CAT5E cable installation including specialized test equipment and accurate record keeping
• Perform complex moves, adds, and changes to telephony systems with little supervision
• Communicate clearly with the customer and understand their needs on the job before, during, and after completion
• Perform complex troubleshooting on communications systems without supervision
• Ability to conduct end user training on systems implemented
• Takes ownership of projects start to finish

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Good judgment to request assistance when necessary and work independently otherwise
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Document internal processes and procedures related to duties and responsibilities
• Enter all work as tickets into ticketing system
• Maintains awareness in regard to technologies and trends emerging in the industry

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Enjoy working with customers and external audiences
• In-depth knowledge of VoIP protocols
• Familiarity with the fundamental concepts used in traditional telecommunication systems
• Working knowledge of quality of service network issues that impact VoIP performance as well as their measurement and analysis
• Understanding of networks including cable modems, DSL, fiber and wireless
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to handle multiple projects and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Qualifications and Skills

Bachelor’s in related field OR 3-4 years of Information Technology (IT) experience including IP Networking OR 1-2 years of VoIP telephony experience

Benefits

Benefits package including paid time off and paid holidays, health, dental and vision insurance and a retirement savings plan with employer match.

Job Type: Full-time

Pay: $20.00 – $25.00 per hour

Education benefits:

• On-the-job training
• Tuition reimbursement

Schedule:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: Hybrid remote in Midland, MI 48640