Benefits:

401(k) Health insurance Paid time off 401(k) matching Dental insurance Training & development Vision insurance Why This Role Exists Nova is growing its managed VoIP business at a pace that has outrun our current support bandwidth. Small and mid-sized businesses depend on us to keep their phone systems running without interruption, and we need a technician who can own that reliability — configuring, troubleshooting, and supporting hosted and on-premise VoIP deployments for a client base that expects fast, competent answers. About Nova Nova Technologies is a boutique VoIP and telecom provider serving small and mid-sized businesses. We deliver hosted VoIP, on-premise PBX systems, managed network services, structured cabling, and nationwide rollout coordination. We're also building out AI-driven services — voice agents, call transcription, sentiment analysis, and analytics — as a practical extension of what we already do well: keeping our clients' communications running smoothly. Our reputation is built on trust and follow-through, not volume, and we intend to keep it that way as we grow. About the Role A year into this role, you'll be the person clients ask for by name when a system issue needs a fast, correct fix. You'll have a working command of our hosted and on-premise VoIP environments, a track record of resolving support tickets without repeat visits, and enough judgment to know when to escalate versus when to solve it on the spot. This role is on-site at Nova, with occasional client-site work in the surrounding area. What You'll Do Configure, provision, and troubleshoot hosted and on-premise VoIP systems for client accounts Diagnose and resolve voice quality, call routing, and connectivity issues, working through root cause rather than temporary fixes Support client onboarding and system cutovers, including testing and validation before go-live Maintain accurate documentation of system configurations, client environments, and ticket resolutions in ConnectWise Coordinate with network and cabling technicians on multi-part installs where VoIP performance depends on underlying infrastructure Communicate directly with clients during support calls in a way that builds confidence, not just resolves tickets

What We're Looking For Required:

Experience supporting VoIP systems in a production environment (hosted or on-premise PBX platforms) Solid understanding of networking fundamentals — QoS, VLANs, SIP trunking, and how they affect call quality Comfort troubleshooting under time pressure without losing track of documentation Clear, professional communication with clients who may not be technical

Preferred:

Familiarity with a hosted VoIP platform Experience with ConnectWise or a comparable PSA/ticketing system Exposure to structured cabling or on-site network installs Interest in how AI tools (transcription, sentiment analysis, voice agents) apply to telecom support work Compensation Compensation is commensurate with experience. Details are shared during the interview process