Unified Communications Tech

Loxo; Terre Haute (IN); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Loxo is seeking a Unified Communications Tech to support, troubleshoot, and maintain VOIP and UC systems for multiple MSP clients in Terre Haute, IN. You’ll provide remote and onsite support, resolve voice and network issues, assist with deployments and migrations, and help ensure reliable services for clients.

Responsibilities include configuring VOIP platforms, SIP and Teams Phone, managing ticket requests, and participating in on-call rotations.

Qualifications

• 2-5 years of experience supporting VOIP or Unified Communications systems.
• Associate degree in IT, Telecommunications, Networking, or related field/experience.
• MSP, telecommunications provider, or customer-facing technical support experience preferred.
• Knowledge of SIP, RTP, TCP/IP, DNS, DHCP, VLANs, QoS, routing, and switching.
• VOIP experience with Teams Phone, RingCentral, Zoom Phone, 8x8, Mitel, Cisco, or Avaya.
• Familiarity with network troubleshooting tools and packet analysis.
• Experience with PSA/ticketing systems such as ConnectWise, Autotask, HaloPSA, or similar.
• Strong troubleshooting, communication, documentation, and customer service skills.
• Ability to manage multiple clients and priorities in a fast-paced MSP environment.

Responsibilities

• Provide Tier I and Tier II support for hosted, cloud, and on-premises VoIP environments.
• Troubleshoot call quality issues including latency, jitter, packet loss, and one-way audio.
• Configure VOIP platforms, SIP, PBX systems, Teams Phone, call queues, and auto attendants.
• Manage client requests through the MSP ticketing system and meet established SLAs.
• Perform moves, adds, changes, and deletions for client phone systems.
• Assist with VOIP deployments, upgrades, migrations, and onboarding projects.
• Coordinate with carriers, ISPs, vendors, and network engineers to resolve service issues.
• Monitor alerts, identify service-impacting problems, and educate clients on system features.
• Document troubleshooting, configurations, network diagrams, and client environments.
• Participate in an on-call rotation as needed.

Skills

VOIP troubleshooting

customer service

technical communication

problem-solving

documentation

ticket management

prioritization

independence in MSP

Education

Associate degree in IT/Telecommunications/Networking

Tools

ConnectWise

Autotask

HaloPSA

Job description

Required Technical:

VOIP, Unified Communications, SIP, RTP, TCP/IP, DNS, DHCP, VLANs, QoS, routing, switching, SIP trunking, carrier provisioning, VOIP troubleshooting, Teams Phone, ticketing.

Required Skills:

VOIP troubleshooting, customer service, technical communication, problem-solving, documentation, ticket management, prioritization, ability to work independently in an MSP environment.

Preferred Technical:

RingCentral, Zoom Phone, 8x8, Mitel, Cisco, Avaya, packet analysis, network troubleshooting tools, and carrier/ISP coordination.

Preferred Certifications:

CCNP, CompTIA VoIP Certification.

Employer Value Prop:

Support a variety of VOIP environments while working directly with clients, carriers, vendors, and engineering teams. We encourage every employee to focus each day on making a positive impact on themselves, their teammates, our customers, and the communities we serve. Our culture is centered on accountability, customer service, collaboration, and continuous improvement.

As the Unified Communications Tech, you'll support, troubleshoot, and maintain VOIP & Unified Communications systems for multiple managed services clients. Provide remote and onsite support, resolve voice and network issues, assist with deployments & migrations, and help ensure reliable services for clients.

Why This Opportunity Stands Out

• Work with VOIP, UC, SIP, networking, and cloud technologies.
• Support multiple client environments and solve a wide range of technical issues.
• Gain hands-on experience with leading VOIP platforms and telecom systems.
• Participate in VOIP deployments, migrations, and client onboarding projects.
• Work directly with clients, carriers, vendors, and engineering teams.
• Build experience that can lead to advanced VOIP, network, or infrastructure roles.

What You'll Do

• Provide Tier I and Tier II support for hosted, cloud, and on-premises VoIP environments.
• Troubleshoot call quality issues including latency, jitter, packet loss, and one-way audio.
• Configure VOIP platforms, SIP, PBX systems, Teams Phone, call queues, and auto attendants.
• Manage client requests through the MSP ticketing system and meet established SLAs.
• Perform moves, adds, changes, and deletions for client phone systems.
• Assist with VOIP deployments, upgrades, migrations, and onboarding projects.
• Coordinate with carriers, ISPs, vendors, and network engineers to resolve service issues.
• Monitor alerts, identify service-impacting problems, and educate clients on system features.
• Document troubleshooting, configurations, network diagrams, and client environments.
• Participate in an on-call rotation as needed.

What Makes You Successful:

You're a customer-focused technical problem solver who enjoys troubleshooting VOIP & network issues. You can communicate tech concepts clearly, stay organized across multiple client environments, and take ownership of issues from initial ticket through resolution.

What You'll Bring

• 2-5 years of experience supporting VOIP or Unified Communications systems.
• Associate degree in IT, Telecommunications, Networking, or related field/experience.
• MSP, telecommunications provider, or customer-facing technical support experience preferred.
• Knowledge of SIP, RTP, TCP/IP, DNS, DHCP, VLANs, QoS, routing, and switching.
• VOIP experience with Teams Phone, RingCentral, Zoom Phone, 8x8, Mitel, Cisco, or Avaya.
• Familiarity with network troubleshooting tools and packet analysis.
• Experience with PSA/ticketing systems such as ConnectWise, Autotask, HaloPSA, or similar.
• Strong troubleshooting, communication, documentation, and customer service skills.
• Ability to manage multiple clients and priorities in a fast-paced MSP environment.