: L1 Voice Field Technician

Location: St. Louis, MO (Field-Based)

Reports To: Voice Services Team Lead

Compensation: $30 USD/hr.

Position Summary The L1 Voice & Data Field Technician is responsible for providing onsite support, troubleshooting, maintenance, and repair services for voice and data infrastructure across multiple healthcare and corporate locations throughout the St. Louis metropolitan area.

This role requires frequent travel to customer sites to respond to incidents, fulfill service requests, and assist in the deployment and maintenance of telephony and communications equipment.

The technician serves as the first line of onsite technical support and works closely with L2 and L3 engineering teams to diagnose and resolve complex voice and data issues while ensuring timely restoration of services and excellent customer satisfaction.

Key Responsibilities

Field Support & Incident Resolution

- Respond to assigned voice and data incidents and service requests at customer and company locations throughout the St. Louis area.
- Perform onsite troubleshooting, repair, and replacement of voice and networking equipment.
- Diagnose hardware, connectivity, cabling, and telephony-related issues.
- Support incident management activities to meet established service level agreements (SLAs).
- Provide hands-on assistance during service outages and operational incidents.

Voice Systems Support

- Troubleshoot VoIP, IP telephony, SIP trunking, call routing, voicemail, and handset issues.
- Install, configure, and replace IP phones, analog devices, and related telecommunications equipment.




- Verify voice quality issues and perform basic network and endpoint diagnostics.
- Assist with MACD activities (Moves, Adds, Changes, and Deletes) for voice services.
- Identify and escalate complex network issues to L2/L3 support teams.

Collaboration & Escalation

- Work closely with L2 and L3 Voice, Network, and Infrastructure teams to resolve escalated incidents.
- Gather diagnostic information, logs, and technical documentation required for troubleshooting.
- Follow established escalation procedures and communicate issue status effectively.
- Participate in maintenance activities and implementation projects as directed.

Documentation & Reporting

- Document troubleshooting activities, resolutions, and field findings in ticketing systems (ServiceNow).
- Maintain accurate records of equipment installations, replacements, and repairs.
- Update incident and service request tickets with detailed notes and status updates.
- Provide recommendations for recurring issues and service improvements.

Customer Service

- Serve as the onsite technical representative while maintaining a professional customer-focused approach.
- Communicate technical issues and resolutions clearly to end users and stakeholders.




- Ensure a positive customer experience during all service interactions.

Required Qualifications

- High school diploma or equivalent required; Associate degree in Information Technology, Telecommunications, or related field preferred.
- 1–3 years of experience supporting voice, telecommunications, or network environments.
- Experience troubleshooting VoIP and basic networking issues.
- Understanding of TCP/IP networking fundamentals.
- Familiarity with IP phones, switches, routers, and structured cabling systems.
- Experience using ticketing and incident management systems.
- Have private transportation available and valid driver's license.
- Ability to travel extensively throughout the St. Louis metropolitan area on a daily basis.

Preferred Qualifications

- Experience supporting Cisco, Avaya, Microsoft Teams Voice, Mitel, or similar telephony platforms.
- Basic knowledge of SIP, QoS, VLANs, DHCP, DNS, and PoE technologies.
- Industry certifications such as:
- CompTIA Network+
- CompTIA A+
- Cisco CCNA
- Avaya ACIS/ACSS
- Microsoft Fundamentals certifications

Required Skills

- Strong troubleshooting and analytical abilities.
- Excellent verbal and written communication skills.
- Ability to work independently in field environments.
- Strong customer service orientation.
- Effective collaboration with cross-functional technical teams.
- Ability to prioritize multiple service requests and incidents.
- Basic understanding of telecommunications and network infrastructure.

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