VoIP Technician

POSITION TYPE: Exempt

ROLE & RESPONSIBILITIES:

The VoIP Technician is responsible for carrying out system updates, installations, and configurations while also providing ongoing technical support. This role requires strong troubleshooting abilities as well as solid project management skills to ensure seamless operation and optimization of communication systems. The VoIP Technician also supports public safety and emergency communications by administering and maintaining 911-related VoIP services used by META customers.

PRIMARY RESPONSIBILITIES INCLUDE:

• Work in conjunction with the VoIP team to evaluate and implement unified communications technologies that align with current service offerings
• Work in conjunction with META technical staff to ensure a reliable delivery of the META unified communications services
• Manage and maintain infrastructure related to the deployment and delivery of META unified communications services
• Work with META Technical Staff to generate and maintain proper documentation and training materials relevant to the META unified communications service
• Work in conjunction with the VoIP team, as well as other META Technical Staff to evaluate and maintain contracts for SIP services
• Train customer technical staff on general use of the META unified communications system.
• Regularly monitor Helpdesk to ensure support issues are acknowledged
• Maintain a hardware inventory of equipment necessary to deliver the META unified communications service
• Work with META technical staff to perform necessary updates to the META unified communications service
• Maintain a hardware inventory of equipment necessary to deliver the META unified communications service
• Manage, configure, maintain, and troubleshoot Intrado 911 services and associated VoIP emergency-calling configurations for META customers
• Ensure customer telephone systems are configured to support direct dialing of 911 without requiring an outside-line prefix, consistent with applicable emergency-calling requirements.
• Configure and maintain 911 call notifications to designated school emergency contacts so appropriate personnel are alerted when a 911 call is placed
• Maintain and support emergency-calling location and system configuration information needed to assist public safety response and reliable routing of 911 calls
• Support testing, troubleshooting, service restoration, documentation, and coordination of 911 and emergency communications services, including configurations related to Kari’s Law, RAY BAUM’S Act, and applicable school-safety requirements such as Alyssa’s Law where relevant to META-supported services
• Coordinate with META technical staff, customers, service providers, and other appropriate parties to maintain the availability and reliability of communications systems that directly support emergency response and public safety operations
• Assist the META Category 2 team with the installation, configuration, testing, and documentation of customer network equipment
• Provide remote and onsite support for customer hardware covered under META managed service agreements, including monitoring, troubleshooting, maintenance, and service restoration
• Work in conjunction with META technical staff to support project installations and other customer network needs as assigned

QUALIFICATIONS & EDUCATION REQUIREMENTS:

• Associate’s level education in Information Technology or a related field preferred
• Knowledge of and experience with VoIP
• Knowledge of and experience with WAN/LAN
• Valid driver’s license
• Ability to lift, carry, push, or pull materials and equipment weighing up to 30 pounds.
• Ability to climb ladders, work at heights, and access confined spaces
• Ability to stand, walk, bend, kneel, crouch, and reach for extended periods
• Frequent use of hands and fingers to handle, manipulate, and operate hand tools, power tools, testing equipment, and small components
• Specific vision abilities required include close vision, distance vision, and the ability to adjust focus