IT Technical Specialist II - Voice
$76,000–$95,000 year
On-site · Quincy, Massachusetts, United States
Job Summary
Under minimal supervision, the IT Technical Specialist II in the voice engineer role will participate in the planning, development, and support of telecom and voice technology solutions. Responsible for daily/weekly tasks to ensure availability, performance, health and operations of voice systems and services, including monitoring Microsoft Admin Portal & Voice Dashboard, carrier portals, and incident/service request review. Leads small initiatives, guides technical teams, and collaborates with senior voice engineers. Develops operational understanding through day-to-day monitoring, triage of trouble tickets, maintenance windows for change requests, and administration of voice services workflows. Strong emphasis on VOICE systems administration, carrier service administration, and general IT support for Voice Services.
Required Qualifications
- Knowledge and experience with Telecom technologies specific to MSFT UC TEAMS VOICE and IP Telephony
- Experience with Call Reporting and Call routing fundamentals
- Knowledge of End User voice services (IP Phones, SIP/H.323 endpoints, CDR, Softphone, ATA)
- Understanding of e.911 services and configuration within UC systems
- Proficiency with Microsoft Teams admin console, licensing, and administration
- Foundational knowledge of call routing methodologies (Skills, Proficiency, Hunt Groups, calling search space, CDR, call tracing, dial plan, auto attendant)
- Knowledge of telecom carrier services, SIP trunking, Number Porting
- Strong customer service, communication and collaboration skills
- Experience in monitoring, triage of trouble tickets, and on-call rotation
- MACD (Media Access/Call Distribution) administration
- Cherwell incidents and service requests management
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