T2 Voip Support Technician

We are seeking an experienced Engineer/Professional who brings a strong background in fast-paced IT environments.
Direct prior experience working within a Managed Service Provider (MSP), telecom carrier, or VoIP provider is strictly required for this role.

We are seeking a motivated and technically capable Tier 2 Support Technician to join our growing team. This individual will play a critical role in providing exceptional technical support, resolving escalated customer issues, and maintaining reliable VoIP and networking solutions.

The ideal candidate brings a strong foundation in network troubleshooting, VoIP technologies, and customer service, along with the ability to independently diagnose complex technical challenges.

This position is well suited for someone who thrives in a fast-paced, customer-focused environment, takes ownership of escalated issues, and values collaboration, accountability, and continuous professional growth.

• Take ownership of escalated support tickets from Tier 1 technicians, reviewing previous troubleshooting efforts and identifying next steps.
• Troubleshoot and resolve complex VoIP, networking, and connectivity issues.
• Diagnose problems involving call flows, SIP trunks, integrations, and interconnected systems.
• Manage customer support requests through the ticketing system, ensuring timely resolution and accurate documentation.
• Identify root causes and elevate advanced technical issues to Tier 3 technicians or engineering teams when appropriate.
• Provide responsive support through telephone, email, and ticketing channels.
• Configure, troubleshoot, and maintain customer network environments, including routers and related infrastructure.
• Diagnose issues involving DNS, DHCP, port forwarding, firewalls, LAN connectivity, and routing.
• Evaluate network performance, identify potential issues, and recommend appropriate solutions.
• Assist customers with VoIP configurations, connectivity, and service‑related troubleshooting.
• Perform occasional on‑site customer maintenance and troubleshooting when required.

• Maintain accurate and detailed documentation of troubleshooting procedures, technical findings, and issue resolutions.
• Document root causes and provide complete information when escalating issues.
• Ensure customer records and technical documentation are updated according to organizational standards.
• Identify opportunities to improve support processes, service quality, and operational efficiency.
• Work collaboratively with colleagues across technical and nontechnical departments.
• Communicate complex technical information in a clear, professional, and understandable manner.
• Contribute ideas that improve operational efficiency and the overall customer experience.
• Participate in training and professional development opportunities to strengthen technical expertise.
• Assist with technical projects from planning through implementation as assigned.
• Stay current with evolving VoIP products, networking technologies, and troubleshooting practices.

• 2–3 years of experience in network troubleshooting, VoIP technical support, or a related technical support environment, or equivalent relevant education and practical experience.
• Solid understanding of network services, including DNS, DHCP, and port forwarding.
• Practical knowledge of LAN environments, firewalls, routers, and related networking systems.
• Experience troubleshooting network connectivity and diagnosing technical issues.
• Ability to assess escalated tickets, evaluate previous troubleshooting steps, and independently drive issues toward resolution.
• Strong written and verbal communication skills.
• Ability to accurately document technical issues, troubleshooting steps, and…