VoIP Technical Support Engineer

• Perform end-to-end trouble isolation and repair for customer voice products across CPE, LAN, WAN, and PSTN networks
• Troubleshoot quality, completion, routing, interoperability, and connectivity issues across local, long-distance, and IP networks
• Troubleshoot different layers of the OSI model
• Work directly with customers to troubleshoot issues and provide assistance
• Collaborate with network and application teams
• Understand and leverage network topologies and workflows
• Work with SS7 signaling and SIP/RTP messaging and call flows
• Troubleshoot router configurations and commands, including Adtran and Cisco routers
• Review call records using various tools
• Analyze packet captures and SIP ladder diagrams
• Keep current with technology changes and expand technical knowledge and skills

• Associate's Degree or four or more years of work experience
• Three or more years of work experience as a voice and VoIP support engineer
• Three or more years of experience troubleshooting complex voice and VoIP issues
• Experience with network standard analyzers such as Wireshark and SIP ladder diagrams
• Experience working directly with customers by phone to understand issues and provide resolution updates
• Bachelor's Degree preferred
• Voice or Network certification, including or similar to CCNA, SSCA, SSVP, and/or CCNP Collaboration preferred
• Experience analyzing Call Detail Records (CDRs) and Voice Quality metrics, including MOS, jitter, packet loss, and latency
• Proficiency in network capture analysis tools such as Wireshark or Netscout
• Ability to translate technical network terminology into clear, actionable updates for non-technical clients and business stakeholders
• Ability to partner with internal and external stakeholders to resolve complex issues and outages
• Ability to prioritize and multitask independently

Demonstrates expertise in troubleshooting complex voice and VoIP issues, utilizing network analysis tools and methodologies. Proficient in customer interaction and translating technical information for non-technical stakeholders.

• Voice And VoIP Support Engineering
• Troubleshooting Complex Voice Issues
• Network Capture Analysis Tools
• Call Detail Records Analysis
• Network Certification (CCNA, CCNP Collaboration)

• Troubleshooting OSI Model
• Router Configuration
• Packet Capture Analysis
• SIP/RTP Messaging
• SS7 Signaling

• Customer Interaction
• Problem-Solving
• Multitasking
• Collaboration
• Communication

• CCNA
• CCNP Collaboration
• SSCA
• SSVP

• Voice Quality Metrics
• MOS
• Jitter
• Packet Loss
• Latency

• Wireshark
• Netscout
• Adtran Routers
• Cisco Routers