Tier 2 or 3 tech support

Tier 2 VoIP Technical Support resolves escalated tickets beyond Tier 1 scope. They troubleshoot core network configurations, SIP signaling, and VoIP hardware. The role demands deep telecom and networking knowledge to ensure high-quality voice delivery and resolve complex system incidents.

• Advanced Troubleshooting:
  Diagnose complex issues like packet loss, jitter, NAT traversal, and SIP trunking or routing failures.
• Escalation Point:
  Take over unresolved tickets from Tier 1, performing deep-dive analysis into call logs and network traffic
• Hardware & Software Configuration:
  Provision, program, and troubleshoot IP phones (e.g., Cisco, Poly, Yealink), softphones, and hosted PBX features.
• Network & ISP Coordination:
  Assist customers with basic router, switch, firewall, and bandwidth configurations to optimize voice quality.
• Ticket Management:
  Log all diagnostic steps, actions taken, and resolutions using CRM or ticketing systems.

• Experience:
  
  1–3+ years in a Tier 2 IT, telecommunications, or Unified Communications (UCaaS) environment.
• Technical Knowledge:
  Strong understanding of networking fundamentals (TCP/IP, LAN/WAN), QoS, and VoIP protocols (SIP, RTP).
• Analytical Thinking:
  Ability to interpret call traces, isolate points of failure, and resolve system configuration issues.
• Communication:
  Exceptional ability to explain highly technical concepts clearly to non-technical end-users or stakeholders.
• Certifications:
  
  Preferred certifications include CompTIA Network+, CompTIA Security+, or Cisco Certified Network Associate (CCNA).
• Salary DOE