Voice Provisioning, Activation & Support Specialist

Voice Provisioning, Activation & Support Specialist

Full-Time | Technical Operations / Customer Support

TCCA is seeking a Voice Provisioning, Activation & Support Specialist to support voice service provisioning, customer activations, and Tier 1 technical support.

This role is a great fit for someone with experience in VoIP, SIP, telecommunications, or network support who enjoys troubleshooting technical issues, working with customers, and ensuring services are configured and activated correctly.

About TCCA

TCCA connects organizations with skilled technology talent and delivers solutions across connectivity, infrastructure, and technology services. We value reliability, clear communication, accountability, and a strong customer experience.

What You'll Do

• Configure and provision IP phones, ATAs, SIP credentials, extensions, telephone numbers, and voice features

• Coordinate and support customer voice service activations

• Test inbound and outbound calling, voicemail, caller ID, routing, and related voice features

• Troubleshoot SIP registration, calling failures, one-way audio, voice quality, device connectivity, and routing issues

• Receive, triage, and manage Tier 1 technical support tickets

• Escalate complex issues to Tier 2 support, engineering, carriers, or vendors when needed

• Maintain accurate provisioning records, activation notes, and support documentation

• Communicate clearly with customers throughout provisioning, activation, and issue resolution

• Support process improvements, documentation, and knowledge sharing

What We're Looking For

• 1–3 years of experience in telecommunications, VoIP provisioning, technical support, network operations, or a related field

• Working knowledge of VoIP, SIP, IP phones, and ATAs

• Understanding of TCP/IP, DNS, DHCP, VLANs, and NAT

• Experience with ticketing, provisioning, or network monitoring systems

• Strong troubleshooting and problem-solving skills

• Strong organization and documentation skills

• Clear, professional customer communication

• Ability to manage scheduled work while responding to customer-impacting technical issues

Preferred Experience

Experience with any of the following is a plus:

• Hosted PBX, UCaaS, or SIP trunking

• BroadWorks, Metaswitch, or similar voice platforms

• Poly, Yealink, or Cisco devices

• DID assignments and number porting

• Carrier coordination

• Zero-touch provisioning

• RTP, SIP signaling, packet captures, or voice quality diagnostics

Work Expectations

This role balances scheduled provisioning and customer activations with reactive technical support. Occasional after-hours activations, maintenance windows, or on-call coverage may be required depending on operational needs.