VoIP Technical Support Engineer

Verizon•Cary, NC

7d•Hybrid

About The Position

We are looking for a skilled VoIP Support Engineer to join our voice repair operations team. In this role, you’ll serve as an expert for end-to-end troubleshooting across voice products, IP networks, and signaling protocols. If you thrive on diving deep into packet captures, analyzing SIP and TDM call flows, and collaborating directly with customers and peers to solve high-stakes connectivity and call quality challenges, we want you on our team.

Requirements

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 on the phone directly with customers to understand the issues and provide updates on the resolution

Nice To Haves

Bachelor's Degree
Voice or Network certification (including or similar to CCNA, SSCA, SSVP and/or CCNP Collaboration)
Strong communication skills and ability to interact with different types of stakeholders
Experience analyzing Call Detail Records (CDRs) and Voice Quality metrics (MOS, jitter, packet loss, latency) to proactively identify trend patterns.
Ability to translate highly technical network jargon into clear, actionable updates for non-technical clients and business stakeholders.
Proficiency in network capture analysis tools to analyze packet-level detail and ladder diagrams. with Wireshark or Netscout
Ability to seamlessly partner with multiple internal and external stakeholders to resolve complex issues and outages.
Ability to prioritize and multi-task independently.

Responsibilities

End-to-end trouble isolation and repair for customers voice products experiencing complex issues across CPE, LAN, WAN and PSTN networks
Troubleshoot issues related to quality, completion, routing, interoperability and connectivity across local, long distance, and IP networks.
Troubleshoot different layers in the OSI model.
Working with customers to troubleshoot and provide assistance while working with other network and application teams
Understand and leverage network topologies and workflows.
Work with SS7 signaling and strong foundations of SIP/RTP messaging and call flows.
Engage with general router functionality such as router (Adtran , Cisco) configurations, troubleshooting commands, etc.
Reviewing Call records using a variety of tools.
Keep up-to-date with technology changes and continually expand knowledge and skill sets.