VoIP Technician and Installer

Mercury Network
Midland, MI

Location: Midland, MI - Department: Field Technician

Mercury Telecom is in search of a qualified VoIP Technician and Installer in Midland, MI. It is preferred that candidates have a background in Network Administration or Technician and/or VoIP telephony.
Mercury offers a strong compensation package including great pay, medical insurance, dental/vision insurance, company-paid life and disability insurance, individual retirement accounts with company match, paid holidays, paid time off, and tuition reimbursement.

Essential Duties and Responsibilities:

  • Telephony support relating to technical issues involving all telecommunications systems: VoIP, voicemail, analog, and vendor specific hardware and software, including hardware/software installation, configuration, and programming; testing; end user training.
  • VoIP and some traditional telecommunications systems service and support.
  • Administration and maintenance of IP telephony servers, switches, routers, and gateways.
  • Work with telecommunications carriers for troubleshooting of voice and data circuits.
  • Monitor remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed.
  • Working knowledge of CAT5E installs (start to finish) including specialized test equipment and accurate record keeping.
  • Perform complex moves, adds, and changes to telephony systems with little supervision.
  • Communicate clearly with the customer and understand their needs on the job before, during, and after completion.
  • Perform complex troubleshooting on communications systems without supervision.
  • Ability to conduct end user training on systems implemented.
  • Takes ownership of projects start to finish.

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Good judgment to request assistance when necessary and work independently otherwise.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
  • Document internal processes and procedures related to duties and responsibilities.
  • Enter all work as tickets into ticketing system.
  • Maintains awareness in regard to technologies and trends emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Enjoy working with customers and external audiences.
  • In-depth knowledge of VoIP protocols.
  • Familiarity with the fundamental concepts used in traditional telecommunication systems.
  • Working knowledge of quality of service network issues that impact VoIP performance as well as their measurement and analysis.
  • Understanding of networks including cable modems, DSL, and wireless.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to handle multiple projects and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.

Benefits package including health insurance, dental, vision and retirement.

Required education:

  • High school or equivalent

Required experience:

  • Bachelor’s in related field OR 3-4 years of IT experience including networking OR 1-2 years of VoIP telephony and networking experience

Posted 2026-05-28

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