Junior VoIP Technician

Planet Networks; Newton (NJ); Hybrid; USD 36,000 - 39,000; Full time

Benefits offered by this job

Company vehicle

Paid training

Certifications vouchers

Health, dental, and vision insurance

401(k) with company match

Job summary

Planet Networks, based in Newton, NJ, seeks a Junior VoIP Technician to support both the Newton office and customer sites. You’ll troubleshoot remotely, provision phones and accounts, and assist in field installs including cabling, hardware, and VOIP devices.

You’ll gain hands-on experience, training, and a path toward certification while working with a friendly, customer-focused team in a growing regional network provider.

Qualifications

• Basic networking fundamentals like IP addressing, subnets, DHCP, DNS, switches.
• Clear communication with customers and ability to document issues clearly.
• Willingness to travel and work both in office and at customer sites.

Responsibilities

• Take inbound support calls, emails, and tickets from business and residential customers and resolve issues promptly.
• Remotely diagnose and fix VoIP problems including registration failures, one-way audio, dropped calls, voicemail issues, and call routing errors.
• Make configuration changes for customers: adding or removing extensions, adjusting call flows, updating auto attendants, resetting passwords, and setting up call forwarding.
• Provision and stage phones, ATAs, and network hardware before deployment.
• Own tickets from open to close, keeping customers updated along the way.
• Escalate complex issues to senior engineers with clear notes on what's been tried.
• Document resolutions and maintain accurate records in ticketing system.

Skills

Networking basics

Customer support

Troubleshooting

Documentation

Communication

Tools

ConnectWise

Zendesk

Freshdesk

Job description

About Us

Planet Networks provides internet, voice, and managed networks to businesses across northern New Jersey and the surrounding tri-state region, along with residential phone service. Based in Newton, NJ, we're looking for a Junior VoIP Technician who can handle both sides of the job — supporting customers from our office and getting hands-on at their sites.

Position Summary

This role splits between our Newton office and customer locations. In the office, you'll work support tickets, troubleshoot remotely, provision phones and accounts, and be a friendly voice for business and residential customers calling in with problems. In the field, you'll run and terminate cable, mount hardware, install phones, and help turn up new systems alongside senior technicians. The mix varies week to week depending on the install schedule. We provide training, tools, and a clear path toward certification and advancement.

Responsibilities

Customer Support and Service Desk

• Take inbound support calls, emails, and tickets from business and residential customers and resolve issues promptly.
• Remotely diagnose and fix VoIP problems including registration failures, one-way audio, dropped calls, voicemail issues, and call routing errors.
• Make configuration changes for customers: adding or removing extensions, adjusting call flows, updating auto attendants, resetting passwords, and setting up call forwarding.
• Provision and stage phones, ATAs, and network hardware before deployment.
• Own tickets from open to close, keeping customers updated along the way.
• Escalate complex issues to senior engineers with clear notes on what's been tried.
• Document resolutions and maintain accurate records in [ticketing system].

Field Installation and Cabling

• Run, terminate, and test low voltage cabling (Cat5e/Cat6) in commercial and residential settings, including drops through walls, ceilings, and conduit.
• Terminate keystone jacks, patch panels, and RJ45 connectors; label and dress cable to a professional standard.
• Test and certify runs with [cable tester] and document results.
• Mount and configure racks, patch panels, PoE switches, and UPS equipment.
• Install IP phones, softphones, headsets, ATAs, paging systems, and related devices.
• Perform site surveys to scope cable paths, drop counts, and material needs.
• Train end users on their new phones and features at go-live.

System Configuration

• Configure extensions, auto attendants, ring groups, hunt groups, call flows, and voicemail on [platform].
• Assist with new system turn-ups and cutovers, including number porting, SIP trunk setup, and E911 address registration.
• Configure and verify voice VLANs, QoS, PoE, and basic firewall/NAT settings affecting call quality.
• Troubleshoot call quality issues including jitter, latency, and echo.
• Maintain the company vehicle, tools, and van stock inventory.

Required Qualifications

• High school diploma or equivalent.
• Basic understanding of networking fundamentals (IP addressing, subnets, DHCP, DNS, switches).
• Comfortable both on the phone with customers and working with hand tools, ladders, and test equipment.
• Organized enough to juggle a ticket queue and a field schedule in the same week.
• Valid driver's license and clean driving record.
• Ability to pass a background check and drug screen, as many customer sites require it.
• Willingness to travel throughout northern NJ, northeastern PA, and southern NY, with occasional evening or weekend cutovers.
• Clear, patient communication with non-technical customers.

Physical Requirements

• Lift and carry up to 50 lbs, including cable boxes, racks, and ladders.
• Climb and work from ladders and lifts at heights up to 12 feet.
• Work in confined and dusty areas such as ceiling plenums, crawlspaces, wiring closets, basements, and attics.
• Stand, kneel, crouch, and reach overhead for extended periods.

Preferred Qualifications

• 6 months to 1 year of experience in help desk, IT support, structured cabling, low voltage, telecom, or the electrical trades.
• Coursework or degree in IT, networking, or telecommunications.
• Familiarity with SIP and RTP; exposure to Wireshark or similar packet capture tools.
• Experience with a ticketing system such as ConnectWise, Zendesk, or Freshdesk.
• Certifications such as CompTIA Network+ or A+, CCNA, or BICSI Installer 1 or 2.
• OSHA 10 or 30, or aerial lift certification.

What We Offer

• $26 – $28 per hour, based on experience.
• Overtime pay.
• Company vehicle for field work, plus tools and equipment provided.
• Paid training and employer-funded certifications (BICSI, Network+, vendor training).
• Health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and holidays.
• A clear path to VoIP Technician, Lead Installer, and VoIP Engineer.

Planet Networks is an equal opportunity employer.