Telecommunications Technician

Novalink Solutions LLC; Alabama; Hybrid; USD 65,000 - 85,000; Full time

Job summary

Novalink Solutions LLC in Madison, WI seeks a Telecommunications Technician III to manage VOIP systems, move/add/change provisioning, and support UC platforms. The role focuses on enterprise voice, incident response, telecom expense management, and E911 administration, with onsite/remote flexibility.

You will train end users, document procedures, and collaborate with project teams to improve support processes, while handling ticket queues and vendor coordination.

Qualifications

• 3-5 years of experience in telecom/VOIP roles.
• Experience with Avaya and Teams Voice preferred.
• Familiar with e911 and VOIP record maintenance.

Responsibilities

• Customer focused VOIP Support.
• Trend Analysis and Process Improvement.
• Support under Project Team.
• Maintenance of VOIP Systems and Records.

Skills

VOIP systems

Customer support

Vendor coordination

Education

ITIL Foundations Certification

Specialist (APS)

Tools

Avaya phone system

Microsoft Teams Voice

SIP technologies

Job description

Madison, United States | Posted on 08/20/2026

• Actual Job Title Telecommunications Technician III
• Job Type FT Contract
• Contract duration 1 year
• Date Opened 08/20/2026
• Target Date 08/26/2026
• City Madison
• State/Province Wisconsin
• Country United States
• Number of Positions 1

Job Description

Experience as an Enterprise voice and unified communications technician or

analyst.

Moves, adds, changes, and user provisioning across multiple UC platforms.

Phone number inventory and lifecycle management.

Ticket queue ownership and incident response.

Telecom expense management and carrier coordination.

E911 administration and records management

User training and adoption support

Ability to learn new technologies namely Microsoft Teams Voice.

Read, write and comprehend simple instructions, reports, short

correspondence and memos.

Exchange of information with internal/external contacts.

Explain and gather information, answer queries, or provide assistance to

internal, or external contacts.

Persuade, confirm, or recommend course of action with internal and/or

external contacts.

Ability to document training materials that are easier to use by end users.

Makes decisions of responsibility involving evaluation of information;

decisions may require development or application of alternative

Makes decisions of responsibility and results that affect more than one

department or a department with multiple units; substantial analysis is

required, and many factures must be weight before a decision can be

reached.

Complexity, Judgement and Problem Solving:

Understand and follow instructions.

Execute decisions within limits of standard policy and procedures

Interpret and adapt to established practices and procedures using

independent judgement to meet situations to which application is not

clearly defined.

Years of Experience: 3-5 years of experience.

Nice to Have Skills:

Experience with Microsoft Teams Voice

Experience with Landis Contact Center

ITIL Foundations Certification

Experience with Microsoft Teams Voice and or Microsoft Teams Voice

Certifications

Specialist (APS)

Interview Process: Microsoft Teams & In Person

Interview Rounds

Duration of Contract:

Onsite, Remote or a Combination of onsite and remote: Combination of onsite and

remote.

Full job descriptions attached:

The Telecom Analyst servers as a key operational resource in handling tasks, including

system support, vendor coordination, and record maintenance. The aim is to ensure

effective and consistent operation of telecom services, facilitating smooth

communication and operational efficiency. Monitor assigned ticket queue and respond

efficiently to troubleshoot reported problems. This role requires a good understanding of

VOIP

Job Duty: Customer focused VOIP Support

Descriptive: Provide top-tier support for the organization’s VOIP systems,

with a particular emphasis on enhancing customer experience. Display

excellent communication and interpersonal skills in resolving user issues

and educating customers on system functionalities.

Job Duty: Trend Analysis and Process Improvement

Descriptive: Regularly review VOIP systems performance and support

trends to identify areas for process improvement. Use critical thinking

skills and initiative to recommend and implement enhancements to the

support process.

Job Duty: Support under Project Team

Descriptive: Work closely with project team, taking direction to manage

specific tasks and projects related to the VOIP systems.

Job Duty: Maintenance of VOIP Systems and Records

Descriptive: Perform regula maintenance on VOIP systems to ensure

optimal functionality. Keep call record systems updated and accurate,

demonstrating attention to detail.

Role requires reliable transportation. Some early morning start times (before 7 AM) and

weekends may be required.

Requirements

The Telecom Analyst servers as a key operational resource in handling tasks, including system support, vendor coordination, and record maintenance. The aim is to ensure effective and consistent operation of telecom services, facilitating smooth communication and operational efficiency. Monitor assigned ticket queue and respond efficiently to troubleshoot reported problems. This role requires a good understanding of VOIP systems with experience in Avaya phone system and Microsoft Teams Voice being beneficial. The successful candidate will demonstrate basic understanding of SIP technologies, vendor coordination, phone installation, and maintenance. Experience and understanding with e911 platforms. Familiarity with Avaya Workforce Optimization Select and Caler-VERASmart would be advantageous.

Job Duty: Customer focused VOIP Support

Descriptive: Provide top-tier support for the organization’s VOIP systems, with a particular emphasis on enhancing customer experience. Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities.

Job Duty: Trend Analysis and Process Improvement

Descriptive: Regularly review VOIP systems performance and support trends to identify areas for process improvement. Use critical thinking skills and initiative to recommend and implement enhancements to the support process.

Job Duty: Support under Project Team

Descriptive: Work closely with project team, taking direction to manage specific tasks and projects related to the VOIP systems.

Job Duty: Maintenance of VOIP Systems and Records

Descriptive: Perform regular maintenance on VOIP systems to ensure optimal functionality. Keep call record systems updated and accurate, demonstrating attention to detail.

Additional details: Occasional early morning start time and weekends may be required.