VoIP & ISP Support Technician

About the role

TeleCloud, a managed telecommunications provider for multifamily organizations, is seeking a VoIP & ISP Support Technician. You will join a technical team responsible for configuring, troubleshooting, and supporting voice and internet services across diverse customer environments.

Key responsibilities

• Configure, manage, and troubleshoot VoIP/PBX environments and SIP services.
• Diagnose and resolve internet circuit issues, connectivity outages, and performance problems.
• Collaborate with ISPs and telecom carriers to address service disruptions.
• Handle voice issues such as call failures, routing problems, one‑way audio, and call‑quality concerns.
• Support call routing, number porting, carrier migrations, and PBX implementations.
• Troubleshoot network components including modems, routers, firewalls, NAT, VLANs, DNS, DHCP, and QoS.
• Maintain analog and specialty applications like fax, elevators, fire panels, and POTS replacements.
• Document technical issues, solutions, configurations, and troubleshooting procedures.

Required profile

• Hands‑on experience supporting VoIP, SIP, and PBX environments.
• Strong background in troubleshooting business internet and ISP services.
• Solid understanding of networking fundamentals and carrier services.
• Ability to own technical issues through to resolution.
• Excellent problem‑solving, communication, and documentation skills.

Required skills

• VoIP and SIP protocol knowledge.
• PBX administration, preferably 3CX.
• Networking fundamentals (NAT, VLAN, DNS, DHCP, QoS).
• Internet circuit troubleshooting.
• Carrier coordination and call‑routing expertise.
• Support for analog devices (fax, elevators, fire panels, POTS).