VOIP Support Engineer (Lancaster)

Position Summary Iris Technology Group is seeking a

client-facing VoIP Support Engineer (3CX)

to join our high-performance managed services team. Youll be the go-to expert for day-to-day

3CX administration, troubleshooting, and deployments owning call quality, user/extension changes, SIP trunk health, and VoIP change requestswhile coordinating with our Service Desk for adjacent desktop/network items. The role is based in

Lancaster, PA

with occasional travel to nearby client sites.

Core Responsibilities 3CX Phone System Support (Primary)

Administer and support

3CX

across multiple clients: users, extensions,

queues ,

IVRs , ring groups, auto attendants, time rules, and voicemail policies. Provision and manage

IP phones/softphones

(Yealink, Fanvil, Poly/Grandstream), including templates, firmware, and remote provisioning. Own

call quality : analyze jitter/packet loss/MOS, trace SIP signaling, review CDRs, and resolve one-way audio/codec or NAT issues. Manage

SIP trunks/SBCs , DID routing, outbound rules, caller ID, and emergency calling policies; coordinate changes with carriers. Plan and execute

3CX upgrades/migrations

(on-prem

cloud, Windows

Linux, FQDN/SSL, backups/restore). Create

call flows

that map to business needs (reception/AA, overflow, after-hours, holidays); document acceptance criteria and test plans. Train end users and client admins on

3CX features

(web client, mobile apps, presence, call recordings, wallboards). Ticket Management & Client Support

Serve as

primary technical liaison

on assigned VoIP accounts; triage and resolve VoIP tickets within SLA. Escalate complex networking or carrier issues to internal engineering and drive them to closure. Maintain

clear, proactive communication

with customers; set expectations and provide root-cause notes. Document all work in the

PSA (e.g., Halo)

and update associated assets/configuration items. Network/Voice Readiness (VoIP-adjacent)

Validate

LAN/WAN readiness

for voice (VLANs, QoS/DSCP, PoE budgets, DHCP options, firewall/NAT rules, port allowances). Collaborate with networking engineers on

SBC/ALG

settings, site-to-site VPN voice paths, and survivability plans. Client Success & Standards

Identify recurring VoIP issues and propose

standardizations or playbooks

(phone templates, QoS baselines, alert thresholds). Support onboarding of new VoIP clients into our tool stack (RMM monitoring, documentation, backup/retention for configs). Contribute to

IT Glue/Hudu

documentation and internal

KB

articles for faster first-touch resolution.

Required Skills & Experience 24 years

in MSP, telecom, or client-facing IT support with

hands-on 3CX

administration. Strong

VoIP fundamentals : SIP/RTP/SDP, codecs (G.711/G.729/Opus), NAT, STUN/TURN/ICE, SBC concepts. Networking basics

for voice: DHCP options, VLANs, QoS (DSCP/802.1p), firewall rules/port-forwarding, DNS. Proficiency with PSA/ticketing ( Halo, ConnectWise, or Autotask ) and solid client communication skills. Calm under pressure, highly organized, able to juggle multiple client environments. On-Call rotation required

for priority incidents/after-hours changes.

Preferred Qualifications 3CX Basic or Advanced Certification . VoIP QoS/call-quality troubleshooting with tools like

Wireshark

and 3CX Call Log/Activity Logs. Experience with

Datto RMM

or similar, and MSP standards (AV/EDR, patching, backups). Scripting/automation for routine tasks ( PowerShell , bash), phone template tweaks, or API usage. Familiarity with common

carriers/SIP providers

and DID/E911 configuration. What We Offer Competitive compensation with performance-based bonuses. Career paths into

Senior VoIP Engineer, Project Delivery, or vCIO . Paid technical training and

3CX certifications . Flexible hybrid schedule (Lancaster-based) and a close-knit, client-first culture. About Iris Technology Group Iris Technology Group, LLC is a family-owned Managed Services Provider supporting small and mid-sized businesses across Pennsylvania and Ohio. We specialize in

managed IT, cybersecurity, cloud, and VoIP (3CX) delivering integrity, expertise, and

true peace of mind .