Position title

IT & VoIP Technical Operations Assistant

Description

We are seeking a highly organized, detail-oriented IT & VoIP Technical Operations Assistant to support our Managed IT Services and VoIP Operations teams. This role is ideal for someone with strong administrative and organizational skills who is interested in technology or already has some IT experience.

This position plays a critical role in helping keep daily operations running smoothly by assisting with dispatch, customer follow-ups, scheduling, documentation management, proposal preparation, ticket coordination, VoIP coordination, and general operational support for our IT department.

The ideal candidate is professional, process-driven, able to multitask in a fast-paced environment, and comfortable learning technical concepts and systems across both IT and business communications platforms.

Responsibilities

Administrative & Operational Support

Create and update proposals, forms, internal documents, and customer-facing communications
Maintain and update technical documentation and operational records
Assist with onboarding/offboarding checklists and operational workflows
Help track project tasks, renewals, licensing, and operational follow-ups
Coordinate with vendors and customers regarding scheduling, information gathering, and project requirements
Assist management with reporting, organization, and day-to-day operational tasks

Service Coordination & Dispatch

Assist with dispatching and scheduling service tickets for IT technicians, engineers, and VoIP staff
Monitor ticket queues and ensure requests are properly assigned and updated
Perform customer follow-ups regarding open tickets, scheduling, approvals, and pending items
Help ensure tickets are properly documented and updated according to company standards
Coordinate onsite visits, meetings, installations, and project scheduling

VoIP Coordination & Support

Assist with VoIP ticket coordination and customer communication
Help schedule VoIP installs, porting activities, training sessions, and service calls
Assist with gathering customer information required for phone system deployments
Coordinate with carriers, vendors, and internal staff regarding VoIP-related requests
Learn and assist with basic VoIP administrative tasks and customer support functions
Provide operational coverage and administrative support for the VoIP team when needed

Customer Communication

Professionally communicate with customers via phone and email
Provide status updates and follow-up communication for service requests and projects
Help maintain a high level of customer service and responsiveness

Qualifications

Strong organizational and multitasking skills

Excellent written and verbal communication
Strong attention to detail
Ability to manage multiple priorities in a fast-paced environment
Professional customer service skills
Strong follow-through and accountability
Proficiency with Microsoft Office (Outlook, Word, Excel)
Ability to quickly learn new systems and software platforms

Qualifications - Preferred

Experience working in an IT company, MSP, telecom, or technical environment
Experience with ticketing or dispatch systems
Familiarity with Microsoft 365
Familiarity with VoIP or business phone systems
Experience with ConnectWise, Autotask, ServiceNow, or similar platforms
Proposal creation or document formatting experience
Basic understanding of IT terminology, networking, and business technology environments

• Prior scheduling, coordination, or operations experience

Job Benefits

Full Benefits

Hiring organization