Hire VoIP and PBX technicians

VoIP platforms and legacy PBX work

List the hosted or on-premises platforms, handsets, gateways, and older PBX systems the technician supports. Explain whether the main work is installation, moves and changes, migrations, or service.

For traditional PBX work, name the equipment and assigned duties rather than assuming newer VoIP experience covers it. For a hosted system, explain who owns provider administration, customer accounts, network support, and handset deployment.

If the role includes network engineering, define that work separately. A technician fitting phones under a lead doesn't need the same experience as the person designing or changing the supporting network.

Call faults and service notes

Ask: “Some calls connect, but one direction has no audio. What information would you collect first?”

Have the candidate explain the affected users, call types, timing, recent changes, and available records they would want. Ask how they decide whether to involve the provider, network owner, or platform support. Keep the exercise to investigation; it doesn't need customer call records or live access.

Follow up with a fault they handled themselves. What narrowed the problem, what changed, and how was the result checked? Ask them to write the service note the next technician would receive.

Phone migrations and customer appointments

For a deployment or migration role, discuss the last site they moved. What did they need from the customer before the appointment? How were users, numbers, devices, and agreed call behavior recorded?

Ask about readiness and dependencies. Who handled the provider arrangements? What was checked before the change window? Who decided whether to continue or recover when a problem appeared?

The customer needs a clear appointment plan and someone who owns unresolved work after the change. Put that coordination in the role if the technician will handle it.

Customer instruction and support records

Ask how they show staff the functions delivered and confirm the customer can use them. Which administration stays with the customer, provider, or your service team?

Your records should identify the installed equipment, approved configuration information, tested functions, open issues, and support contact. Use your secure process for credentials rather than placing them in ordinary service notes.

Service territory, hours, and pay

Include platforms, legacy scope, service territory, independent duties, training, network and provider support, hours, on-call rotation, pay range, benefits, vehicle, tools, and expenses.

Post the VoIP or PBX opening. For the supporting installation, see structured cabling.