Role overview
This role is the front line for customer telecom and IT support across Avaya IP Office, Mitel, and our hybrid cloud PBX environment. You will handle Level 1–2 incidents and routine changes remotely and on-site, then escalate advanced Avaya/Mitel cases to our outsourced senior vendor team. The position includes structured cabling and on-site troubleshooting for voice/network, plus MSP-style IT support (endpoints, printers, switches, firewalls, basic server/M365 tasks).
Key responsibilities
Telephony support (Level 1–2)Triage, troubleshoot, and resolve day-to-day issues for Avaya IP Office and Mitel platforms; escalate complex incidents to senior vendor support.
Perform moves/adds/changes (MACs): users, extensions, endpoints, voicemail, basic call routing changes, device replacements.
Diagnose common VoIP and telephony issues: SIP registration/calling, one-way/no-audio, echo, codec mismatch, NAT/firewall traversal, QoS-related symptoms.
Support analog/digital/VoIP endpoints and peripherals: ATA/FXS/FXO concepts, basic PRI/SIP handoff awareness, paging adapters, cordless/wireless where applicable.
Assist with routine maintenance: backups, basic upgrade coordination, documentation of configs and changes, and post-change validation.
Support remote users and softphone clients at a practical support level (setup, connectivity checks, basic troubleshooting).
On-site field work (voice + network)Perform on-site troubleshooting for telephony/network-related issues: cabling faults, demarc/hand-off verification, patching errors, PoE issues, switchport/VLAN mis-tags, intermittent connectivity.
Install and service voice/network cabling and terminations: Cat5e/Cat6 patching, punch-downs, labeling, testing, tidying, basic rack work.
Coordinate with carriers and customer IT for site readiness and issue resolution (handoffs, internet, firewall rules, VLAN/QoS requirements).
Hybrid cloud PBX and managed IT (MSP)Support the company’s hosted/hybrid PBX services: endpoint onboarding, basic provisioning, connectivity troubleshooting, feature/user assistance.
Provide general IT support as needed: Windows/Mac workstation issues, printers, basic switch/firewall triage, Wi-Fi basics, user access/password resets, basic M365 troubleshooting.
Service desk executionOwn inbound tickets end-to-end for L1/L2 scope: prioritize by SLA/impact, communicate status, document actions/outcomes, and maintain clean ticket notes.
Build and maintain internal KB articles and repeatable runbooks for common fixes and deployment standards.
Required qualifications2–5 years in a customer-facing IT support, telecom support, or MSP environment with hands-on troubleshooting responsibility.
Working knowledge of business telephony concepts: VoIP/SIP fundamentals, extensions/users, voicemail, call routing basics, and common failure modes.
Practical networking fundamentals: TCP/IP, VLANs, DHCP/DNS, NAT, basic firewall concepts, QoS awareness for voice.
On-site capability: structured cabling/punch-down/patching, basic rack work, and use of testers/toners for fault isolation.
Strong ticket discipline: clear documentation, prioritization, and customer communication.
Valid driver’s license and ability to travel to customer sites as required.
Preferred qualifications (strong assets)Avaya IP Office experience (IP500 V2, Server Edition; Manager/Web Manager; basic Voicemail Pro exposure).
Mitel support experience (platform exposure at an operational support level).
Experience with SIP trunking, SBC concepts, and common interoperability issues (carrier SIP, NAT/firewall traversal).
MSP tooling familiarity: RMM/remote access, ticketing systems, basic asset documentation practices.
Certifications (not mandatory): Avaya ACIS/ACSS (IP Office), Network+/CCNA, Microsoft fundamentals, cabling/testing familiarity.
Comfort with basic Linux/Windows Server concepts, backups, and simple scripting/automation.
Work conditionsHybrid role: remote ticket work plus regular on-site visits.
After-hours may be required occasionally for maintenance windows or urgent outages.
Physical requirements typical of field work: lifting/moderate ladder/rack access, working in MDF/IDF spaces.
What success looks likeHigh closure rate on L1/L2 tickets with clean documentation and minimal rework.
Consistent, correct on-site remediation of cabling/network/endpoint issues.
Effective escalation packages to the senior vendor team (logs, call examples, topology notes, screenshots, change history).
A growing internal knowledge base that reduces repeat incidents and speeds onboarding.
Pay: $55,000.00-$81,085.73 per year
Benefits:
- Casual dress
- Dental care
- Flexible schedule
- Mileage reimbursement
- On-site parking
- Paid time off
- Vision care
Work Location: In person
