Field Service Technician (Voice)

This Field Voice Technician will support and maintain enterprise telephony environments, with a primary focus on NEC SV9500 systems. The technician will provide ongoing break/fix support, perform moves, adds, and changes for phone u , manage voicemail boxes, update user information, and troubleshoot voice-related issues impacting business operations. Responsibilities include supporting SIP and VoIP services, diagnosing call routing and connectivity issues, assisting with ACD/contact center functionality, and ensuring voice systems remain operational across customer locations. The technician will work directly with end u and client stakeholders to resolve technical issues, perform system administration tasks, and support telecom projects and upgrades. Candidates with experience supporting similar enterprise PBX platforms who are willing to learn the SV9500 environment will also be considered.
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Required Skills & Experience
• 3+ years of hands-on experience supporting enterprise telephony environments
• Experience administering and troubleshooting PBX or IP-PBX phone systems
• Experience with NEC SV9500, NEC Univerge platforms, or comparable enterprise voice systems
• Strong understanding of SIP, VoIP, call routing, and telephony concepts
• Experience performing break/fix support and Moves, Adds, and Changes (MAC work)
• Ability to troubleshoot handsets, voicemail, call routing, extensions, and user connectivity issues
• Experience managing phone system user accounts, extension assignments, and voicemail administration
• Familiarity with ACD/contact center functionality and call flow troubleshooting
• Knowledge of network fundamentals as they relate to voice environments
• Strong customer service and communication skills
• Valid driver's license and ability to travel to customer sites as needed
Nice to Have Skills & Experience
• NEC SV9500 administration and support experience
• Experience with NEC UM8700, MA4000, or other NEC voice applications
• Cisco Call Manager (CUCM) experience
• Experience supporting enterprise contact center environments
• Understanding of VLANs and voice network segmentation
• Experience troubleshooting PRI circuits, SIP trunks, and telecom carrier services
• Knowledge of call reporting, call accounting, and call tracking tools
• Experience supporting hosted or managed voice solutions
• Telecommunications installation and cabling experience
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.