Field Service Technician (Voice)

Insight Global; Aurora (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

Insight Global is seeking a Field Voice Technician to support and maintain enterprise telephony environments, with emphasis on NEC SV9500 systems. You will perform break/fix, MAC work, manage user accounts and voicemail, and troubleshoot voice issues across customer sites.

You will handle SIP/VoIP services, call routing, ACD functionality, and ensure reliability of voice systems while working directly with end users and client stakeholders.

Qualifications

• 3+ years of hands-on experience supporting enterprise telephony environments.

Responsibilities

• Support and maintain enterprise telephony environments, with focus on NEC SV9500 systems.
• Provide break/fix support, moves, adds, and changes (MAC) for phone users.
• Manage voicemail boxes and user information, troubleshoot voice issues.
• Support SIP/VoIP services, diagnose call routing and connectivity issues.
• Assist with ACD/contact center functionality and voice system upgrades.

Skills

PBX support

SIP/VoIP

NEC SV9500

MAC tasks

ACD/CC

Customer service

Call routing

Voicemail admin

Network basics

Travel to sites

CUCM

Pri/SIP trunks

Tools

NEC SV9500

NEC Univerge

CUCM

Job description

Job Description

This Field Voice Technician will support and maintain enterprise telephony environments, with a primary focus on NEC SV9500 systems. The technician will provide ongoing break/fix support, perform moves, adds, and changes for phone users, manage voicemail boxes, update user information, and troubleshoot voice-related issues impacting business operations. Responsibilities include supporting SIP and VoIP services, diagnosing call routing and connectivity issues, assisting with ACD/contact center functionality, and ensuring voice systems remain operational across customer locations. The technician will work directly with end users and client stakeholders to resolve technical issues, perform system administration tasks, and support telecom projects and upgrades. Candidates with experience supporting similar enterprise PBX platforms who are willing to learn the SV9500 environment will also be considered.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 3+ years of hands-on experience supporting enterprise telephony environments
• Experience administering and troubleshooting PBX or IP-PBX phone systems
• Experience with NEC SV9500, NEC Univerge platforms, or comparable enterprise voice systems
• Strong understanding of SIP, VoIP, call routing, and telephony concepts
• Experience performing break/fix support and Moves, Adds, and Changes (MAC work)
• Ability to troubleshoot handsets, voicemail, call routing, extensions, and user connectivity issues
• Experience managing phone system user accounts, extension assignments, and voicemail administration
• Familiarity with ACD/contact center functionality and call flow troubleshooting
• Knowledge of network fundamentals as they relate to voice environments
• Strong customer service and communication skills
• Valid driver's license and ability to travel to customer sites as needed
• NEC SV9500 administration and support experience
• Experience with NEC UM8700, MA4000, or other NEC voice applications
• Cisco Call Manager (CUCM) experience
• Experience supporting enterprise contact center environments
• Understanding of VLANs and voice network segmentation
• Experience troubleshooting PRI circuits, SIP trunks, and telecom carrier services
• Knowledge of call reporting, call accounting, and call tracking tools
• Experience supporting hosted or managed voice solutions
• Telecommunications installation and cabling experience