> Markdown version of [/jobs/ext/1218769-voip-support-technician](https://www.wearedevelopers.com/jobs/ext/1218769-voip-support-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # VOIP Support Technician - **Company:** Velocity Network, Inc. - **Location:** Erie, PA, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** VoIP, Software Documentation, System Configuration, Microsoft Office, Networking Basics, Network Administration, Diagnostic Tools, Computer Networking Systems - **Published:** July 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=7a7d2afbae1e9f01 ## About the Role * 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 ## Description 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., * 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. ## Related Videos - [The Vonage Trivia Voyage: Quiz Your Way to the Top!](https://www.wearedevelopers.com/videos/1077-the-vonage-trivia-voyage-quiz-your-way-to-the-top) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Diagnostic Tooling: How to get insights from your .NET services hosted in Kubernetes containers?](https://www.wearedevelopers.com/videos/100188-diagnostic-tooling-how-to-get-insights-from-your-net-services-hosted-in-kubernetes-containers) - [Develop, test and run a communications application in a serverless cloud](https://www.wearedevelopers.com/videos/760-develop-test-and-run-a-communications-application-in-a-serverless-cloud) - [Software stack under and over the hood of the fastest accelerating car in the world](https://www.wearedevelopers.com/videos/221-software-stack-under-and-over-the-hood-of-the-fastest-accelerating-car-in-the-world) - [Chesterton's Fence - Don't Tear Down the Fence](https://www.wearedevelopers.com/videos/2099-chesterton-s-fence-don-t-tear-down-the-fence) ## Related Articles - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [Average Salary in Vienna](https://www.wearedevelopers.com/magazine/284-average-salary-in-vienna) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)