What are the responsibilities and job description for the Phone Support Administrator position at Velofi?
Velofi is a leader in advanced technology solutions, delivering a wide range of innovative services powered by fiber optic infrastructure to support the growth of communities across key regions in the U.S. Renowned for our commitment to excellence, we empower businesses and residents to thrive in the digital age. Joining Velofi isn't just about taking a job—it's an opportunity to shape the future of connectivity. As part of our collaborative team, you'll drive transformative projects that make a tangible impact on our customers and the success of our company.
Phone Support Administrator
VOIP Phone System Management
- Oversee installation, configuration, and maintenance of VoIP phone systems across all properties.
- Troubleshoot VoIP connectivity, call quality, and hardware issues.
- Coordinate with service providers for upgrades, repairs, and troubleshooting.
Emergency Pool & Elevator Phones
- Ensure all emergency pool and elevator phones are properly installed and fully operational.
- Conduct routine inspections and testing of emergency phone lines for compliance with safety regulations.
- Coordinate repairs and replacements as needed.
Cellular Boosting Systems
- Install and maintain cellular signal boosting systems to enhance coverage across properties.
- Perform signal strength assessments and adjust boosters for optimal performance.
- Work with vendors to resolve coverage issues and implement new technology as needed.
Property-Wide Cellular Service Support
- Monitor and manage cellular service performance for all properties.
- Act as a liaison between the company and cellular service providers for service improvements or issue resolution.
- Recommend and implement solutions to improve cellular connectivity in low-signal areas.
Technical Support & Troubleshooting
- Provide phone-related support to staff, troubleshooting hardware and connectivity issues.
- Maintain an updated inventory of phone-related equipment and software.
- Document technical issues and resolutions for future reference.
Vendor & Service Provider Coordination
- Work with external vendors for purchasing, repairs, and upgrades of phone and cellular systems.
- Evaluate vendor proposals and recommend cost-effective solutions.
- Ensure service contracts and warranties are up to date.
Documentation & Compliance
- Maintain detailed records of installations, maintenance schedules, and system configurations.
- Ensure compliance with local and federal regulations regarding emergency communication systems.
- Develop user guides and training materials for staff on phone system usage and troubleshooting.
Continuous Improvement & Upgrades
- Stay updated on new communication technologies and recommend upgrades as needed.
- Identify opportunities to improve efficiency and reliability of phone and cellular systems.
- Implement best practices to minimize downtime and service interruptions.
Key Requirements
- Clear communication with end-users, vendors, and IT teams.
- Willing to travel
- VoIP Protocols & Standards: Knowledge of SIP, RTP, and other communication protocols.
- Experience with IP-PBX systems, voicemail systems, and call routing.
- Ability to plan and implement VoIP upgrades, migrations, or integrations.
- Maintaining network diagrams, call flow charts, and system configurations.
- Ability to quickly diagnose call quality issues, dropped calls, and latency problems.
- Understanding of VoIP security best practices, including encryption, firewalls, and intrusion detection.
- Strong understanding of TCP/IP, DNS, DHCP, VLANs, QoS, and firewalls.
Education & Certifications (Preferred but Not Required):
Degree:
- Bachelor's degree in IT, Networking, or a related field.
Certifications:
- CCNA (Collaboration), CCNP Voice, CompTIA Network , or other VoIP-related certifications.
NOTE: This document outlines the general nature and level of work expected from individuals in this role. It's important to understand that this is not an exhaustive list of responsibilities, duties, and skills. Additional tasks or job functions that can be safely performed may be required as necessary by supervisory personnel. This flexibility in additional duties showcases the company's adaptability and encourages employees to be versatile. The employee is expected to adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the employee handbook.
