Support Engineer I - Telephony & VoIP

Support Engineer I

• Telephony & VoIP Allegiant Technology Overland Park, KS Job Details Full-time $52,000
• $68,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off On-the-job training Vision insurance 401(k) matching Opportunities for advancement Qualifications Telephony Network hardware support Wireless networking Technical documentation Firewall VoIP Customer support ticket management Organizational skills IT Associate's degree

Full Job Description Job Description:

The Support Engineer I

• Telephony & VoIP is responsible for providing first-level remote support for customer telephony and voice environments, including VoIP platforms, voicemail systems, traditional telecommunications systems, analog devices, SIP services, network-connected voice infrastructure, and vendor-specific hardware and software.

This role supports day-to-day incidents, service requests, monitoring alerts, basic administration, and customer communication, while also assisting with POTS replacement solutions such as POTS in a Box that convert legacy analog devices for transport over IP or cellular services.

Basic Functions:

• Remote support for VoIP, voicemail, analog, and traditional telecommunications systems.
• First-level administration of telephony servers, gateways, routers, switches, and endpoints.
• Troubleshooting of common voice, device, and call quality issues.
• Coordination with telecommunications carriers on circuit and service issues.
• Response to monitoring alerts through the ticketing system.
• Support for POTS replacement and analog-to-IP voice solutions.
• Documentation of systems, issues, resolutions, and recommendations.
• Communication with customers regarding incidents, outages, and changes.

Duties and Responsibilities:

• Receive, triage, and resolve telephony and VoIP service tickets.
• Troubleshoot phones, softphones, voicemail, auto attendants, hunt groups, and SIP services.
• Perform basic adds, moves, changes, and deletes for users and devices.
• Support vendor-specific telephony hardware and software.
• Identify network-related conditions affecting voice quality.
• Assist with analog devices, ATAs, faxing, paging, and specialty endpoints.
• Support POTS in a Box connectivity for legacy analog-connected devices.
• Escalate issues that cannot be resolved within scope or service levels.
• Maintain accurate ticket notes, time entries, and documentation.
• Follow dispatch schedules and established service workflows.
• Communicate clearly with customers, carriers, and internal teams.
• Contribute to internal procedures and knowledge documentation.
• Stay current on relevant telephony and support technologies.

Knowledge, Skills, and/or

Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Foundational knowledge of VoIP, SIP, RTP, and voice routing concepts
• Basic understanding of traditional telecommunications systems
• Familiarity with analog devices and hybrid voice environments
• Working knowledge of routers, switches, firewalls, and wireless networks
• Understanding of latency, jitter, packet loss, and voice quality factors
• Strong written and verbal communication skills
• Customer service and active listening skills
• Structured troubleshooting and problem-solving ability
• Strong documentation and organizational skills
• Ability to multitask in a fast-paced support environment
• Ability to work independently on routine issues
• Self-motivated and coachable mindset

Qualifications:

• Associate degree, technical training, or equivalent practical experience
• 0-2 years of IT, telecom, MSP, or service desk experience preferred
• Exposure to VoIP, telephony, SIP, or carrier services preferred
• Experience with ticketing or PSA platforms preferred

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits included.
• Performance based incentives.
• Generous bonus levels.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.

Pay:

$52,000.00

• $68,000.

00 per year

Benefits:

401(k) 401(k) matching Health insurance Paid time off Vision insurance

Work Location:

In person