Job Description
About Nexxis
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Nexxis delivers high-quality voice, internet, and data solutions to businesses across many industries. We are growing and seeking a technical leader to join our Melville team.
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Nexxis is looking for a hands-on technical professional with VoIP and Internet networking experience who's ready to take on a leadership role. Daily attendance at our office in Melville, NY, required.
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The Role
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The Manager, Technical Support & Service Delivery position is a hands-on technical leader responsible for the design, deployment, delivery, and support of Nexxis voice, internet, data transport, and SD-WAN solutions. This is not a desk-only architecture role — you'll lead technical projects and people while staying fully capable of doing the field installation, provisioning, and troubleshooting work yourself when it's needed.
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Responsibilities
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- Lead the technical team in deploying and supporting Nexxis services, including Internet Access, Data Transport, Hosted VoIP, Toll-Free, SMS Messaging, Contact Center, and SD-WAN solutions.
- Own technical delivery for new-client installations and onboarding; coordinate employees, clients, vendors, carriers, and subcontractors to complete projects on time.
- Design and configure business voice and network solutions, including Hosted VoIP users, SIP trunks, call routing, desktop and mobile applications, telephone-number porting, routers, switches, firewalls, IP phones, and related equipment.
- Perform hands-on technical work when needed, including client-site installations, help-desk and end-user support, VoIP moves/adds/changes, Windows and macOS application troubleshooting, Microsoft Teams licensing support, equipment deployment, and basic cable drops, crimping, and termination.
- Provide remote and onsite training and technical support; resolve complex voice, network, routing, latency, jitter, packet-loss, and system-performance issues.
- Implement and maintain practices that optimize QoS, voice and video quality, security, and network performance.
- Coordinate service support and escalations with internal resources, clients, vendors, carriers, and subcontractors to maintain high client satisfaction.
- Partner with Sales to assess requirements, design solutions, and provide technical input for proposals and new business opportunities.
- Maintain tickets, configuration records, and technical documentation; research and test new services and hardware.
- This role includes after-hours, weekend, and holiday on-call availability to support rare major client outages.
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Qualifications
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- Bachelor's degree in a related technical field or equivalent practical experience.
- At least 2–3 years of hands-on experience installing, configuring, onboarding, and supporting networking and Hosted VoIP environments.
- Ability to lead projects and technical personnel, work independently and collaboratively, prioritize competing work, meet deadlines, and provide strong client service.
- Strong working knowledge of TCP/IP, DNS, DHCP, NAT, VLANs, routing protocols (including OSPF, BGP, and EIGRP), SIP call flows, endpoint provisioning, static IP addressing, VPNs, firewalls, WAN technologies, and business internet/data transport services.
- Demonstrated ability to perform end-user support, VoIP moves/adds/changes, desktop and mobile application setup, Windows and macOS troubleshooting, Microsoft Teams licensing support, and on-site equipment deployment.
- Familiar with and able to use hand and power tools, including drills, screwdrivers, and cutting tools, and perform basic cable drops, crimping, and cable termination.
- Strong communication, documentation, organization, and troubleshooting skills; proficiency with Microsoft 365 applications and AI tools.
- Reliable transportation to the office and NY Metro-area client sites.
- Ability to lift and carry up to 40 pounds on an occasional basis.
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Preferred Qualifications
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- Ability to configure routers and switches from scratch and troubleshoot using Wireshark, SIP traces, packet captures, or similar tools.
- Relevant certifications, such as CompTIA Network+, Cisco CCNA, SIP School SSCA, Security+, or vendor-specific VoIP certifications.
- Experience with hosted VoIP platforms such as Netsapiens, BiCom, Asterisk/FreePBX, and monitoring or management platforms such as SolarWinds, PRTG, or Nagios.
- Experience working for a VoIP or internet-access provider in a similar role.
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Join Nexxis and grow with us — build your technical leadership experience while working on varied, real-world client projects with a company known for reliable service and strong client satisfaction.
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Pay: $65,000.00 - $85,000.00 per year
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Benefits:
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- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
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