Voice Technician

Pomeroy; Anaheim (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Pomeroy is seeking experienced Voice Technicians to support a large enterprise voice environment across a multi-building campus. This hands-on, field-based role involves installation, maintenance, and troubleshooting of analog and VoIP systems to ensure reliable voice services for thousands of endpoints.

Ideal candidates have 3+ years of enterprise voice support, strong knowledge of SIP and QoS, and experience with CUCM/Unity or Avaya platforms.

Qualifications

• Associate's or Bachelor's degree in Telecommunications, Information Technology, or a related field, or equivalent hands-on experience.
• Minimum 3 years of enterprise voice support experience.
• Strong hands-on experience with analog telephony and VoIP.
• Working knowledge of SIP, SCCP, H.323, QoS concepts.
• Experience with CUCM, Unity Connection, and/or Avaya voice platforms.
• Experience with softphone apps like Cisco Jabber/IP Communicator.
• Familiarity with troubleshooting tools such as Wireshark or SolarWinds.
• Valid driver's license with satisfactory driving record.

Responsibilities

• Voice Support & Maintenance across an enterprise campus.
• Install, configure, maintain, repair analog telephones, VoIP phones, ATAs, fax lines, door-release systems, and intercom devices.
• Provide Tier 2 and Tier 3 support from diagnosis through resolution.
• Perform MACDs for users and voice devices.
• Troubleshoot call quality issues: dropped calls, echo, one-way audio, dial tone loss.
• Test and terminate station cabling (66/110 blocks, cross-connects).
• Support voice gateways, trunk interfaces, voicemail, and legacy PBX environments.

Skills

POTS lines

66 and 110 blocks

SIP

CUCM

VoIP

Diagnostics

Documentation

Education

Assc/Bachelors in Telecommunications or IT

Tools

Wireshark

SolarWinds

Job description

We are seeking experienced Voice Technicians to support a large enterprise voice environment across a complex, multi-building campus. This role supports thousands of voice endpoints, including analog telephones, VoIP phones, voice gateways, and legacy PBX systems that are critical to daily business operations.

This is a hands-on, field-based position ideal for someone who enjoys troubleshooting, installation, and maintenance work in a dynamic environment. Rather than sitting behind a desk, you'll spend your day working throughout a large campus, supporting a wide range of voice technologies and solving technical issues that directly impact end users.

If you're an experienced telecommunications professional with strong analog and VoIP experience who enjoys solving challenging infrastructure issues, we'd love to hear from you.

Responsibilities

• Voice Support & Maintenance
• Install, configure, maintain, and repair analog telephones, VoIP phones, analog telephony adapters (ATAs), fax lines, door-release systems, and intercom devices.
• Provide Tier 2 and Tier 3 support for voice-related incidents and service requests from diagnosis through resolution.
• Perform Moves, Adds, Changes, and Deletes (MACDs) for users and voice devices.
• Troubleshoot and resolve call quality issues including dropped calls, one-way audio, echo, connectivity problems, and loss of dial tone.
• Test, trace, repair, and terminate station cabling, including 66 and 110 blocks and cross-connects.

Systems & Infrastructure

• Support voice gateways, analog trunk interfaces, voicemail systems, and legacy PBX environments.
• Administer and troubleshoot Cisco call control systems alongside legacy telephony platforms.
• Perform testing and validation following network or infrastructure changes.
• Monitor system performance using voice diagnostics and monitoring tools.

Projects & Documentation

• Assist with migration projects from legacy telephony platforms to modern voice solutions.
• Support E911 compliance initiatives, including emergency call routing and location accuracy.
• Maintain accurate documentation including asset inventories, cabling records, and support documentation.
• Partner with network, infrastructure, and voice engineering teams to maintain reliable voice services.
• Coordinate maintenance windows and site access with operational teams.
• Communicate effectively with both technical and non-technical stakeholders.

Required Qualifications

• Associate's or Bachelor's degree in Telecommunications, Information Technology, or a related field, or equivalent hands-on experience.
• Minimum 3 years of enterprise voice support experience.
• Strong hands-on experience with analog telephony, including:
• POTS lines
• 66 and 110 block termination
• Fault tracing using tone generators and probes
• Experience supporting both VoIP and legacy telephony environments.
• Working knowledge of SIP, SCCP, H.323, and Quality of Service (QoS) concepts.
• Experience supporting Cisco Unified Communications Manager (CUCM), Unity Connection, and/or Avaya voice platforms.
• Experience with softphone applications such as Cisco Jabber, Cisco IP Communicator, or similar SIP clients.
• Familiarity with troubleshooting tools such as Wireshark or SolarWinds.
• Valid driver's license with a satisfactory driving record.
• Ability to successfully pass a background check.
• Strong troubleshooting, documentation, communication, and customer service skills.

Preferred Qualifications

• Cisco Collaboration certifications (CCNA Collaboration or CCNP Collaboration) or Avaya ACIS/ACSS certifications.
• Experience supporting large enterprise, healthcare, hospitality, campus, stadium, or other multi-building environments.
• Experience with E911 systems and emergency notification solutions.
• Experience working in secure or access-controlled facilities.

Physical Requirements & Work Environment

This is an active field position requiring mobility throughout a large campus.

• Extensive daily walking between work locations.
• Work in offices, back-of-house areas, mechanical rooms, and occasionally elevated or confined spaces.
• Ability to lift and carry equipment weighing up to approximately 20 pounds.
• Comfortable using ladders and personnel lifts when necessary.
• Ability to work in both indoor and outdoor environments.

Schedule

• Full-time position.
• Flexibility to work evenings, overnight maintenance windows, weekends, or holidays as business needs require.
• Participation in an on-call rotation.
• Some work must be completed outside of normal business hours to minimize operational impact.