Telecommunications Technician – Zoom Phone

Position Overview

We are seeking an experienced Telecommunications Technician with strong hands-on Zoom Phone experience to support UVA’s transition from Nortel to Zoom Phone. This onsite role will focus on assisting users after migration, resolving phone and connectivity issues, installing equipment, and completing daily telecommunications service requests.

The ideal candidate combines practical telecommunications field experience with the ability to support Zoom Phone users and administer routine changes in the Zoom Phone portal. Strong troubleshooting skills, attention to detail, and a professional approach to customer service are essential.

Responsibilities

• Provide onsite support following the migration from Nortel to Zoom Phone, helping users resolve issues with desk phones, the Zoom Workplace application, voicemail, and calling features.

• Unbox, assemble, connect, provision, and test new phones and related accessories.

• Troubleshoot calling issues, including phones that will not register, inbound or outbound call failures, one-way audio, poor call quality, and voicemail problems.

• Perform user moves, adds, and changes, including phone relocations, extension assignments, device assignments, and updates to user settings.

• Assist users with account access, password recovery, and voicemail PIN resets according to UVA’s procedures, coordinating with the appropriate IT team when needed.

• Configure and troubleshoot common Zoom Phone features, including call forwarding, shared lines, call queues, and voicemail.

• Trace and label voice and data cabling, verify connections, and complete punch downs and basic cable repairs as required.

• Install wall-mounted phones, brackets, handsets, headsets, and other telephone accessories.

• Troubleshoot analog devices and analog telephone adapters (ATAs), escalating compatibility or configuration issues when necessary.

• Work with network and telecommunications teams to isolate cabling, switch port, Power over Ethernet (PoE), and voice connectivity issues.

• Manage assigned service tickets, document troubleshooting and completed work, and maintain accurate device, extension, and location records.

• Explain phone features and basic troubleshooting steps clearly to users.

• Escalate complex platform, network, carrier, or legacy system issues to the appropriate team and follow through on resolution.

Required Qualifications

• Strong hands-on experience deploying, administering, and supporting Zoom Phone in an enterprise environment.

• Experience using the Zoom Phone administration portal to manage users, extensions, phone assignments, and common calling features.

• Practical telecommunications field experience, including installing IP phones, tracing cables, completing punch downs, and performing moves, adds, and changes.

• Ability to troubleshoot VoIP endpoints and distinguish between device, cabling, network, and application issues.

• Working knowledge of Ethernet connectivity, PoE, voice VLANs, and basic IP networking.

• Experience supporting end users in person and managing requests through a ticketing system.

• Strong communication, organization, documentation, and customer service skills.

• Ability to work onsite, move between service locations, and safely perform physical installation tasks, with reasonable accommodations as needed.

Preferred Qualifications

• Experience supporting a migration from Nortel or another legacy PBX platform to Zoom Phone.

• Familiarity with Nortel CS1000 systems and legacy analog and digital telephone equipment.

• Experience supporting ATAs, analog lines, and specialty telephone devices.

• Experience working in a university, healthcare, or large campus environment.

• Relevant Zoom Phone training or certifications.