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.
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