IT Infrastructure and Telephony Specialist

**IT Infrastructure and Telephony Specialist

• Onsite Full Time, Monday-Friday, 8:00am-5:00pm
• Non-Exempt/Hourly Pay. Position eligible for additional incentives including bonus, 401(k) match, health and welfare benefits, amazing culture, growth opportunity and more!!
• Location: Our beautiful Orlando (Maitland, FL) offices.

General Summary:

The IT Infrastructure & Telephony Specialist manages, maintains, and optimizes the organization's corporate technology environment. Time is split between core IT infrastructure support (75%) and cloud telephony management (25%). This role is the primary custodian of hardware, network systems, and software platforms, and the subject matter expert (SME) for the Vonage unified communications platform.

The ideal candidate bridges traditional system administration and modern VoIP/UCaaS technologies, ensuring seamless connectivity and uptime for both local and remote teams.

Responsibilities

• Core IT Infrastructure & Support (75%)

• System Administration: Deploy, configure, and maintain corporate servers, workstations, laptops, SaaS applications, and peripheral hardware in a hybrid on-premises and cloud environment (Windows/Mac) and familiarity with Linux.

• Network Management: Monitor and troubleshoot network performance, including LAN/WAN, firewalls, switches, VPNs, Wi-Fi access points, and ISP connectivity. Work with Network Architect to maintain local LAN topology, device configurations, firmware updates, and sites for documentation. Manage local site ISP and carrier escalations through outage or circuit changes.

• Identity & Access Control: Manage Okta user lifecycles (provisioning, de-provisioning, permissions) within Microsoft 365, Azure AD/Entra ID, or Amazon Workspace.

• Security & Compliance: Support, collaborate and monitor endpoint security solutions, patch management, antivirus tools, and backup/disaster recovery protocols.

• Cloud Infrastructure Support (AWS): Support and help maintain core AWS services (e.g. EC2, S3, VPC, IAM, Workspaces, CloudWatch, CloudTrail related requests and issues. Leverage our Cloud Security tool and cost optimization methods, provision and right-size resources, monitor availability, and cost. Troubleshoot connectivity as needed.

• Infrastructure Compliance: Maintain basic infrastructure compliance controls and evidence for applicable frameworks and audits (e.g. SOC 2, ISO 27001, NIST CSF). Support patch and remediate vulnerability, access reviews, backup and recovery testing, assets inventory, change management records, and current runbooks and documentation.

• User Engagement: Provide Tier 1/2/3 clear and concise documented technical support troubleshooting for hardware and software issues, ensuring minimal disruption to business operations following SLA guidelines in Ticketing Systems and Project Systems. Brings a strong foundation of interpersonal skills in various settings for troubleshooting calls, new hire orientation onboarding calls, internal team collaboration calls, and vendor implementation or incident calls.

• In-Office Technology: Install, update, and maintain physical technology footprint of the Orlando office, including access control and camera systems, conference conferencing hardware and software, visitor check-in systems, digital signage, sound masking systems, and general onsite and offsite A/V support for meetings and events.

• Vendor & Asset Management: Maintain an accurate inventory of hardware/software assets and collaborate with external IT vendors for procurement and maintenance.

• Telephony & Vonage Platform Management (25%)

• Vonage Administration: Serve as the primary administrator for the Vonage Business Cloud (VBC) or Vonage Enterprise platform to support our contact center.

• Call Routing & Flow Design: Configure and optimize call logs, auto-attendants, call queues, ring groups, IVR menus, and complex routing schedules based on business needs.

• User & Number Provisioning: Manage extensions, assign direct dial numbers (DIDs), set up toll-free numbers, and handle e911 configurations.

• Integrations: Maintain and troubleshoot Vonage integrations with core IT systems and CRMs (e.g., Salesforce, Microsoft Teams, or Zendesk).

• QoS & Troubleshooting: Monitor network bandwidth and configure Quality of Service (QoS) on routers/switches to ensure crystal-clear VoIP voice quality. Troubleshoot SIP packet drops or jitter issues.

Knowledge, Skills and Abilities Required:

• Education: Associate's degree or equivalent experience; Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

• Experience: 3+ years in IT systems administration or infrastructure support, including 1+ year of hands-on VoIP administration (Vonage preferred). Experience supporting a hybrid Windows/Mac environment and providing Tier 2/3 support.

• Technical Skills

• Systems & Endpoints: Windows Server and Windows/macOS workstation administration; MDM and endpoint management (Intune, Iru, etc.); imaging, deployment, and patch management.

• Networking: TCP/IP, subnetting and IP address management, DNS, DHCP, VLANs and inter-VLAN routing, routing and switching fundamentals (static routing, OSPF/BGP concepts), site-to-site and client VPN, firewall policy and NAT, QoS, and SD-WAN/SASE concepts; wireless design, site surveys, and troubleshooting; Cisco Meraki products ( MS, MR) or equivalent platforms; network monitoring and packet analysis tools (e.g., Meraki Dashboard, SNMP-based monitoring, Wireshark); ISP/circuit troubleshooting and carrier escalation.

• Identity & Collaboration: Okta, Microsoft 365, Entra ID (Azure AD), Exchange Online, Teams, SharePoint, and licensing; Amazon Workspace plus SSO/MFA concepts.

• Security & Resilience: Endpoint protection/EDR, antivirus, backup and disaster recovery tools and testing, least-privilege access practices.

• Cloud (AWS): EC2, S3, VPC, IAM, WorkSpaces, CloudWatch, and CloudTrail; AWS networking and hybrid connectivity (VPN, security groups, network ACLs); cloud security posture tools (e.g., GuardDuty, Security Hub); basic cost monitoring and tagging.

• VoIP: Vonage Business Cloud or Vonage Enterprise administration; SIP, RTP, QoS, jitter/packet-loss analysis; auto-attendants, queues, ring groups, IVRs, DIDs, toll-free numbers, e911.

• Integrations & Tools: Vonage integrations with Salesforce, Microsoft Teams, or Zendesk; ticketing and asset management systems; clear technical documentation.

• Certifications (Preferred)

• CompTIA Network+ or Security+

• Microsoft 365 Certified: Endpoint Administrator Associate or Microsoft 365 Certified: Teams Administrator Associate

• Cisco CCNA (a plus)

• Vonage platform Training (a plus)

• Apple Certified Support Professional or ITIL 4 Foundation (a plus)

Physical Demands:

• Working in a temperature-controlled office environment

• Sitting at a desk for long periods of time while viewing multiple computer screen monitors

• Potential lifting of boxes around 5-10lbs

• Why FairSquare?**

• FairSquare is a rare blend of a fast growing and profitable company that truly offers work life balance and unlimited opportunities for personal and professional growth

• Positive, energetic, passionate, business casual environment with a manager who is committed to your success

• Numerous employee events throughout the year, including our annual traditions such as Bring Your Child to Work Day, Annual Company Party, sporting events and more!

• FairSquare is an equal opportunity employer.