People, Technology & Processes, LLC · 4 hours ago
Telecommunications Technician
Radcliff, KY
Full-time
Onsite
Mid LevelPeople, Technology & Processes, LLC is seeking a Telecommunications Technician to support a post-Voice Modernization Inside Plant environment. The role focuses on enterprise VoIP service delivery, customer support, and ensuring reliable voice services across installations.
AppsInformation TechnologyKnowledge ManagementSoftware
Hiring Manager
Nicholas Sullivan
Responsibilities
Serves as the Alternate Inside Plant Section Chief in the absence of the ISP Section Chief
Perform operations and maintenance (O&M) of post-VMOD Inside Plant voice services, with emphasis on VoIP platforms, call routing, user provisioning, and service assurance, rather than legacy TDM switching
Provide day-to-day administration of VoIP services, including user profiles, device configuration, class of service, feature activation, and troubleshooting of IP-based voice endpoints
Serve as a primary customer service interface for voice services, resolving user issues related to call quality, voicemail, softphones, desk phones, mobility features, and service availability
Configure, modify, and remove VoIP and analog gateway circuits, ensuring proper integration with the enterprise network and adherence to cybersecurity and configuration standards
Administer and maintain voicemail systems and user accounts; experience with Callegra Callware or equivalent VoIP voicemail platforms preferred
Ensure Emergency 911 (E911) service accuracy, including:
Validation of station-level and user-based location data
Coordination of adds, moves, and changes (MACs) to maintain accurate Public Safety Answering Point (PSAP) & Altenate AT&T (IP-FLEX) records
Troubleshooting E911 call routing, location discrepancies, and compliance issues
Monitor and troubleshoot VoIP trunks, SIP services, gateways, and session management components to ensure high availability and call quality
Perform preventive maintenance and fault isolation for ISP voice infrastructure, identifying issues related to software, hardware, network dependencies, or configuration errors
Maintain accurate voice service documentation, including call routing diagrams, user records, E911 location mappings, circuit inventories, and configuration records within the Telephone Management System (TMS) or equivalent platform
Execute work order and trouble ticket administration, ensuring timely response, accurate documentation, and customer communication throughout resolution
Support remote diagnostics, component replacement, emergency service restoration, and technical documentation updates as required
Coordinate with vendors and service providers for circuit installations, VoIP services, and troubleshooting activities
Maintain strong customer rapport, proactively communicating service impacts, changes, and resolutions in a professional, service-oriented manner
Support quality assurance and post-deployment validation, ensuring voice systems and services operate as designed following modernization or configuration changes
Comply with all safety, security, and regulatory requirements, including DoD training, Information Assurance, and site-specific policies
Perform other duties as assigned in support of contract requirements
Qualification
Required
Experience in operations and maintenance (O&M) of post-VMOD Inside Plant voice services, with emphasis on VoIP platforms, call routing, user provisioning, and service assurance
Ability to provide day-to-day administration of VoIP services, including user profiles, device configuration, class of service, feature activation, and troubleshooting of IP-based voice endpoints
Experience serving as a primary customer service interface for voice services, resolving user issues related to call quality, voicemail, softphones, desk phones, mobility features, and service availability
Ability to configure, modify, and remove VoIP and analog gateway circuits, ensuring proper integration with the enterprise network and adherence to cybersecurity and configuration standards
Experience administering and maintaining voicemail systems and user accounts
Ability to ensure Emergency 911 (E911) service accuracy, including validation of station-level and user-based location data
Experience coordinating adds, moves, and changes (MACs) to maintain accurate Public Safety Answering Point (PSAP) & Alternate AT&T (IP-FLEX) records
Ability to troubleshoot E911 call routing, location discrepancies, and compliance issues
Experience monitoring and troubleshooting VoIP trunks, SIP services, gateways, and session management components to ensure high availability and call quality
Ability to perform preventive maintenance and fault isolation for ISP voice infrastructure, identifying issues related to software, hardware, network dependencies, or configuration errors
Experience maintaining accurate voice service documentation, including call routing diagrams, user records, E911 location mappings, circuit inventories, and configuration records within the Telephone Management System (TMS) or equivalent platform
Ability to execute work order and trouble ticket administration, ensuring timely response, accurate documentation, and customer communication throughout resolution
Experience supporting remote diagnostics, component replacement, emergency service restoration, and technical documentation updates as required
Ability to coordinate with vendors and service providers for circuit installations, VoIP services, and troubleshooting activities
Experience maintaining strong customer rapport, proactively communicating service impacts, changes, and resolutions in a professional, service-oriented manner
Ability to support quality assurance and post-deployment validation, ensuring voice systems and services operate as designed following modernization or configuration changes
Ability to comply with all safety, security, and regulatory requirements, including DoD training, Information Assurance, and site-specific policies
Preferred
Experience with Callegra Callware or equivalent VoIP voicemail platforms
Company
People, Technology & Processes, LLC
We are a provider of Information Technology (IT) professional services, software solutions and professional development training.
Founded in 2010
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Victor Buonamia
CEO
Nicole Buonamia
Chief Financial Officer
Recent News
Washington Technology
2025-04-11
Company data provided by crunchbase