Junior VoIP Technician

About Us

Planet Networks provides internet voice and managed networks to businesses across northern New Jersey
and the surrounding tri-state region along with residential phone service. Based in Newton NJ were
looking for a Junior VoIP Technician who can handle both sides of the job supporting customers from our
office and getting hands-on at their sites.

Position Summary

This role splits between our Newton office and customer the office youll work support tickets
troubleshoot remotely provision phones and accounts and be a friendly voice for business and residential
customers calling in with the field youll run and terminate cable mount hardware install
phones and help turn up new systems alongside senior technicians. The mix varies week to week
depending on the install schedule. We provide training tools and a clear path toward certification and
advancement.

Responsibilities

Customer Support and Service Desk

Take inbound support calls emails and tickets from business and residential customers and resolve
issues promptly.
Remotely diagnose and fix VoIP problems including registration failures one-way audio dropped calls
voicemail issues and call routing errors.
Make configuration changes for customers: adding or removing extensions adjusting call flows updating
auto attendants resetting passwords and setting up call forwarding.
Provision and stage phones ATAs and network hardware before deployment.
Own tickets from open to close keeping customers updated along the way.
Escalate complex issues to senior engineers with clear notes on whats been tried.
Document resolutions and maintain accurate records in ticketing system.

Field Installation and Cabling

Run terminate and test low voltage cabling (Cat5e/Cat6) in commercial and residential settings
including drops through walls ceilings and conduit.
Terminate keystone jacks patch panels and RJ45 connectors; label and dress cable to a professional
standard.
Test and certify runs with cable tester and document results.
Mount and configure racks patch panels PoE switches and UPS equipment.
Install IP phones softphones headsets ATAs paging systems and related devices.
Perform site surveys to scope cable paths drop counts and material needs.
Train end users on their new phones and features at go-live.
System Configuration
Configure extensions auto attendants ring groups hunt groups call flows and voicemail on platform.
Assist with new system turn-ups and cutovers including number porting SIP trunk setup and E911
address registration.
Configure and verify voice VLANs QoS PoE and basic firewall/NAT settings affecting call quality.
Troubleshoot call quality issues including jitter latency and echo.
Maintain the company vehicle tools and van stock inventory.

Required Qualifications

High school diploma or equivalent.
Basic understanding of networking fundamentals (IP addressing subnets DHCP DNS switches).
Comfortable both on the phone with customers and working with hand tools ladders and test equipment.
Organized enough to juggle a ticket queue and a field schedule in the same week.
Valid drivers license and clean driving record.
Ability to pass a background check and drug screen as many customer sites require it.
Willingness to travel throughout northern NJ northeastern PA and southern NY with occasional evening
or weekend cutovers.
Clear patient communication with non-technical customers.

Physical Requirements

Lift and carry up to 50 lbs including cable boxes racks and ladders.
Climb and work from ladders and lifts at heights up to 12 feet.
Work in confined and dusty areas such as ceiling plenums crawlspaces wiring closets basements and
attics.
Stand kneel crouch and reach overhead for extended periods.
Preferred Qualifications
6 months to 1 year of experience in help desk IT support structured cabling low voltage telecom or the
electrical trades.
Coursework or degree in IT networking or telecommunications.
Familiarity with SIP and RTP; exposure to Wireshark or similar packet capture tools.
Experience with a ticketing system such as ConnectWise Zendesk or Freshdesk.
Certifications such as CompTIA Network or A CCNA or BICSI Installer 1 or 2.
OSHA 10 or 30 or aerial lift certification.

What We Offer

$26 $28 per hour based on experience.
Overtime pay.
Company vehicle for field work plus tools and equipment provided.
Paid training and employer-funded certifications (BICSI Network vendor training).
Health dental and vision insurance.
401(k) with company match.
Paid time off and holidays.
A clear path to VoIP Technician Lead Installer and VoIP Engineer.

How to Apply

Send your resume to or apply at Help desk experience without
cabling or trades experience without VoIP either is fine. Well train the rest. Planet Networks is an equal
opportunity employer.

Required Experience:

Junior IC