Network Technician

Job Description

Position Summary

The Network Voice Administrator I provides operational and technical support for enterprise voice communications systems and telecommunications infrastructure. This entry-level position supports Voice over IP (VoIP), telephony, video conferencing, and network-related services by processing service requests, maintaining system records, assisting with installations, troubleshooting connectivity issues, and supporting day-to-day voice operations.

The role works closely with network engineers, technical teams, vendors, and end users to ensure reliable and efficient communication services.

Key Responsibilities

Voice Operations & Service Request Management (40%)

• Review, validate, and triage incoming ServiceNow tickets.
• Obtain missing information required for ticket resolution.
• Assign tickets to appropriate technical support teams.
• Perform daily adds, moves, changes (MACs), and support incidents.
• Support enterprise VoIP and telecommunications environments.
• Administer Cisco WebEx configurations through Kurmi, including:
• Password resets
• Voicemail resets
• User profile updates
• Name changes
• Process Google Voice service requests and related telephony tasks.
• Perform onsite support activities as required.

Telecommunications Installation & Maintenance (20%)

• Install and configure telecommunication equipment and voice jumpers.
• Perform phone relocations, installations, and user setup activities.
• Troubleshoot:
• Analog telephone lines
• Copper cabling infrastructure
• Voice connectivity issues
• End-user telephony services
• Support infrastructure maintenance and equipment replacements.

Documentation & Asset Management (15%)

• Maintain accurate records of telecommunications assets and configurations.
• Manage inventory of phones, network switches, and related equipment.
• Update telecommunications management systems and asset databases.
• Track equipment lifecycle, maintenance records, and inventory status.
• Document devices for relocation, surplus, refresh, or decommissioning.

Project Support & Coordination (10%)

• Assist with telecommunications-related projects and deployments.
• Coordinate cabling and circuit installation activities.
• Support project planning, implementation, testing, and cutover activities.
• Coordinate with internal teams and vendors to meet project timelines.

Vendor & Customer Support (10%)

• Coordinate with telecommunications vendors and service providers.
• Schedule installations, walkthroughs, and service activities.
• Monitor vendor deliverables and escalate issues as necessary.
• Provide technical assistance and customer support for communication services.

Other Duties as Assigned (5%)

• Participate in after-hours maintenance activities and system cutovers.
• Support emergency service restoration efforts when required.
• Participate in on-call rotations.
• Perform additional duties in support of operational objectives.

Required Knowledge & Skills

Technical Knowledge

• Voice over IP (VoIP) technologies
• Telecommunications infrastructure and cabling
• Cisco Unified Communications environments
• Cisco WebEx administration
• ServiceNow ticket management
• LAN/WAN networking fundamentals
• Analog and digital telephony systems
• Telecommunications asset and inventory management

Core Skills

• Technical troubleshooting and problem-solving
• Customer service and communication
• Documentation and record management
• Inventory tracking and asset control
• Vendor coordination
• Time management and prioritization
• Ability to manage multiple assignments simultaneously

Minimum Qualifications

• Associate degree in Information Technology, Telecommunications, Computer Networking, or a related field; or equivalent combination of education and experience.
• Experience supporting telecommunications, networking, technical support, or IT operations environments.
• Basic understanding of VoIP and enterprise communication systems.

Preferred Qualifications

• Experience with Cisco Unified Communications (CUCM).
• Experience administering Cisco WebEx.
• Experience using ServiceNow.
• Experience with structured cabling and copper plant infrastructure.
• Relevant certifications such as Cisco, CompTIA Network+, or equivalent.
• Experience with telecommunications inventory and asset management systems.

Working Conditions

• Travel to support locations as needed.
• Valid driver's license required.
• Participation in on-call rotation.
• Availability for occasional after-hours maintenance and planned system cutovers.
• Ability to lift and transport telecommunications equipment.
• May be required to respond during emergency or critical service events.