VoIP/Systems Support Technician

Nova Communications; Plymouth (MN); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

401(k) matching

Dental insurance

Training & development

Vision insurance

Job summary

Nova Technologies is seeking a VoIP Support Technician to own reliability for hosted and on-premise VoIP deployments. You’ll fix issues quickly, document resolutions, and elevate when needed, working on-site with occasional client-site work in the surrounding area.

You will handle onboarding, testing, and cutovers, ensuring strong call quality and user satisfaction. Strong communication and networking fundamentals are essential for success in this client-facing role.

Qualifications

• Experience supporting VoIP systems in a production environment (hosted or on-premise).
• Solid understanding of networking fundamentals — QoS, VLANs, SIP trunking, and how they affect call quality.
• Comfort troubleshooting under time pressure without losing documentation.
• Clear, professional communication with clients who may not be technical.

Responsibilities

• Configure, provision, and troubleshoot hosted and on-premise VoIP systems for client accounts.
• Diagnose and resolve voice quality, call routing, and connectivity issues, focusing on root cause.
• Support client onboarding and system cutovers, including testing and go-live validation.
• Maintain accurate documentation of configurations, environments, and tickets in ConnectWise.
• Coordinate with network and cabling techs on multi-part installs.
• Communicate with clients during support calls to build confidence.

Skills

VoIP support

Networking fundamentals

Time-pressure troubleshooting

Client communication

Tools

ConnectWise

Job description

Benefits:

• 401(k)
• Health insurance
• Paid time off
• 401(k) matching
• Dental insurance
• Training & development
• Vision insurance

Why This Role Exists

Nova is growing its managed VoIP business at a pace that has outrun our current support bandwidth. Small and mid-sized businesses depend on us to keep their phone systems running without interruption, and we need a technician who can own that reliability — configuring, troubleshooting, and supporting hosted and on-premise VoIP deployments for a client base that expects fast, competent answers.

About Nova

Nova Technologies is a boutique VoIP and telecom provider serving small and mid-sized businesses. We deliver hosted VoIP, on-premise PBX systems, managed network services, structured cabling, and nationwide rollout coordination. We're also building out AI-driven services — voice agents, call transcription, sentiment analysis, and analytics — as a practical extension of what we already do well: keeping our clients' communications running smoothly. Our reputation is built on trust and follow-through, not volume, and we intend to keep it that way as we grow.

About the Role

A year into this role, you'll be the person clients ask for by name when a system issue needs a fast, correct fix. You'll have a working command of our hosted and on-premise VoIP environments, a track record of resolving support tickets without repeat visits, and enough judgment to know when to elevate versus when to solve it on the spot. This role is on-site at Nova, with occasional client-site work in the surrounding area.

What You'll Do

• Configure, provision, and troubleshoot hosted and on-premise VoIP systems for client accounts
• Diagnose and resolve voice quality, call routing, and connectivity issues, working through root cause rather than temporary fixes
• Support client onboarding and system cutovers, including testing and validation before go-live
• Maintain accurate documentation of system configurations, client environments, and ticket resolutions in ConnectWise
• Coordinate with network and cabling technicians on multi-part installs where VoIP performance depends on underlying infrastructure
• Communicate directly with clients during support calls in a way that builds confidence, not just resolves tickets

What We're Looking For

Required

• Experience supporting VoIP systems in a production environment (hosted or on-premise PBX platforms)
• Solid understanding of networking fundamentals — QoS, VLANs, SIP trunking, and how they affect call quality
• Comfort troubleshooting under time pressure without losing track of documentation
• Clear, professional communication with clients who may not be technical

Preferred

• Familiarity with a hosted VoIP platform
• Experience with ConnectWise or a comparable PSA/ticketing system
• Exposure to structured cabling or on-site network installs
• Interest in how AI tools (transcription, sentiment analysis, voice agents) apply to telecom support work

Compensation

Compensation is commensurate with experience. Details are shared during the interview process