Network & Voice Operations Support Technician I (Floater)

We need a flexible, hands-on Level 1 technician who can easily split their time between desk work and field visits. In this role, you’ll act as our primary floater-some mornings you’ll sit in the NOC handling ticket queues and phone calls; other afternoons you’ll throw your gear into a company truck to mount gear, run patch cables, or swap hardware at client sites across Tucson., * Field incoming calls, emails, and tickets with a level head and a customer service focus, letting clients know what to expect and when.

• Run initial connectivity checks using standard utilities (ping, traceroute) and monitoring dashboards (Zabbix, InControl, UniFi); document what you see and escalate cleanly when a problem needs senior eyes.
• Address everyday VoIP tickets: dead handsets, bad call quality, SIP registration drops, extension reassignments, or basic call tree updates.
• Log all notes, customer details, and config changes into our ticketing system as they happen-not hours later.
• Help our managed services crew with everyday desktop tickets, including local printer issues, basic account lockouts, and workstation connectivity.

Field Support & Site Work

• Act as on-site “smart hands” for senior engineers-power-cycling rack equipment, reseating transceivers, tracing patch cords, or reading out switch port status LEDs over the phone.
• Physically rack, mount, cable, and test hardware on-site: routers, switches, wireless access points, PoE gear, IP phones, and ATAs.
• Run quick site readiness checks against our install checklists; upload clean photos and site notes to the ticket before leaving.
• Handle de-installs when clients offboard, safely box up gear, and log it back into inventory (Sonar).

Gear & Inventory Prep

• Tag incoming hardware, log serial numbers, and keep track of where loaned gear goes.
• Unbox, label, and stage hardware on the bench so it’s configured and ready for scheduled rollouts.
• Keep install kits and company vehicles stocked with zip ties, RJ-45 heads, patch leads, and basic hand tools.

Operational Support, Network Operations Center, Software Patches, Help Desk, Customer Support/Service, SIP (Session Initiation Protocol), Handsets, VoIP (Voice over IP), Computer Workstations, Printers, You don’t need to know everything on day one, but you must be dependable, quick to learn, and comfortable switching gears throughout the day., * Foundational Tech Sense: You understand IP addressing, subnets, DHCP, DNS, and the basics of how an IP phone talks across a local subnet.

• Troubleshooting Instincts: You know how to isolate a bad cable or port before guessing at complex software bugs.
• Customer Skills: You can talk someone through a reboot without sounding frustrated or speaking entirely in jargon.
• Hands-on Comfort: Fine with crimping Cat5e/Cat6, testing basic punch-downs, running patch lines neatly, and working with common hand tools.
• Adaptability: You don’t mind starting a project in an air-conditioned operations center and finishing your afternoon troubleshooting an AP on a 10-foot ladder.
• Requirements: High school diploma or GED; a valid driver’s license with a clean driving record; must be able to pass a standard background check., * 6-12+ months in an MSP, ISP, NOC, or help desk environment.
• Entry certs like CompTIA A+, Net+, or basics from Cisco, MikroTik, or Ubiquiti.
• Prior work inside hosted PBX or SIP admin panels.
• Practical structured cabling or low-voltage experience.
• Bilingual Spanish/English is a definite plus in the Tucson market.

• Must be comfortable carrying gear up to 50 lbs and working safely from ladders (up to 12 ft).
• Must be open to occasional maintenance windows, after-hours shifts, or being on-call for sudden regional outages.
• Company vehicle provided for all work-related driving.