VOIP IT Support Tier II

Ford Office Technologies is seeking a skilled and detail-oriented VOIP IT Support Tier II to join our team. The successful candidate will be responsible for installing, configuring, maintaining, and troubleshooting VoIP systems and associated network infrastructure. You will work closely with internal teams and vendors to ensure reliable and high-quality voice communication. 

•  Install, configure, and maintain VoIP hardware and software systems (e.g., IP phones, softphones, PBX systems).
   
• Monitor and troubleshoot VoIP networks to resolve quality and connectivity issues (e.g., jitter, latency, packet loss).
   
• Maintain and support SIP trunks, call routing, voicemail systems, and auto-attendants.
   
• Collaborate with network and security teams to optimize VoIP performance and security.
   
• Manage VoIP system upgrades, patches, and firmware updates.
   
• Document configurations, procedures, and change management processes.
   
• Provide technical support and training to end-users on VoIP systems.
   
• Coordinate with service providers and vendors for issue resolution and system enhancements.
   
• Maintain system logs and generate reports for call usage and quality monitoring.

•  Associate degree in IT, Computer Networking, or related field or equivalent experience.  
• 2+ years of hands-on experience with VoIP systems (e.g., Cisco, Avaya, Asterisk, 3CX, or RingCentral).  
• Strong understanding of TCP/IP, QoS, VLANs, firewalls, and SIP protocol.  
• Experience with VoIP monitoring and troubleshooting tools (e.g., Wireshark, SolarWinds, etc.).  
• Ability to diagnose and resolve technical issues quickly and efficiently.  

Preferred:

• Certifications such as CompTIA Network+, CCNA Voice, or equivalent.  
• Experience with cloud-based VoIP systems (e.g., Zoom Phone, Microsoft Teams, 8x8, or Vonage).  
• Familiarity with network monitoring and ticketing systems.  

Soft Skills:

• Excellent communication and customer service skills.  
• Strong problem-solving and analytical abilities.  
• Ability to work independently or as part of a team.