VOIP Systems Tech - UC & SIP Troubleshooter

Field of Talent; Terre Haute (IN); On-site; USD 50,000 - 75,000; Full time

Job summary

Frey Consulting Group is seeking a VOIP Systems Tech in Terre Haute, Indiana to provide Tier I/II support for hosted, cloud, and on-prem VOIP environments. You will configure SIP-based platforms, troubleshoot call quality, manage tickets, and coordinate deployments with carriers and engineers to ensure reliable services for multiple managed clients.

Join a team focused on accountability and continuous improvement while delivering excellent customer service and documentation across diverse VOIP

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 II support for hosted, cloud, and on-prem 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 environment

Education

Associate degree in IT/Telecommunications/Networking

Tools

ConnectWise

Autotask

HaloPSA

Job description

Frey Consulting Group is seeking a VOIP Systems Tech in Terre Haute, Indiana to provide Tier I/II support for hosted, cloud, and on-prem VOIP environments. You will configure SIP-based platforms, troubleshoot call quality, manage tickets, and coordinate deployments with carriers and engineers to ensure reliable services for multiple managed clients.

Join a team focused on accountability and continuous improvement while delivering excellent customer service and documentation across diverse VOIP