Soutien technique VoIP – Niveau 2 | VoIP Tier 2 Technical Support

Cloudli Communications•,

About The Position

This role involves providing advanced technical support for VoIP systems, focusing on troubleshooting escalated issues, analyzing network traces, and ensuring high customer satisfaction. The position requires a strong understanding of VoIP technologies, SIP protocol, and IP networking concepts. The successful candidate will manage complex technical problems, maintain detailed documentation, and collaborate with various internal and external teams.

Requirements

2+ years of experience in technical support, network operations, or VoIP support, including prior Tier 1 support experience.
Demonstrated experience handling escalated technical issues in a fast-paced, customer-focused environment.
Strong understanding of VoIP technologies and the SIP protocol.
Ability to capture, read, and analyze SIP traces and packet captures (pcaps) using tools such as Wireshark.
Solid understanding of IP networking concepts, including routing, NAT, firewalls, and QoS.
Ability to troubleshoot complex VoIP performance issues.
Understanding of call routing and dial plan troubleshooting.
Experience with device management for IP phones and ATAs.
Ability to identify and escalate carrier- or network-level issues.
Experience using ticketing systems and remote troubleshooting tools.
Advanced troubleshooting, analytical, and problem-solving skills.
Strong customer service orientation with a commitment to high customer satisfaction, including de-escalation of frustrated customers.
Ability to work independently while collaborating effectively with Tier 1 support, NOC, and engineering teams.
Detail-oriented with strong documentation skills.

Nice To Haves

Experience mentoring or providing guidance to Tier 1 support staff.
Familiarity with session border controllers (SBCs) and softswitches.
Experience with SIP trunking providers and carrier interconnects.
Familiarity with additional protocols such as RTP, T.38, and DTMF.
Scripting or automation experience for log analysis.
Relevant certifications such as CompTIA Network+ or Wireshark Certified Network Analyst (WCNA).
Familiarity with ticketing systems such as Zendesk or Jira Service Desk.

Responsibilities

Handle escalated technical issues in a fast-paced, customer-focused environment.
Capture, read, and analyze SIP traces and packet captures (pcaps) using tools such as Wireshark to diagnose and solve call setup failures, registration issues, and quality problems.
Troubleshoot complex VoIP performance issues such as call quality, latency, jitter, packet loss, one-way audio, and echo.
Understand call routing and dial plan troubleshooting, including inbound/outbound routing, trunk configuration, and failover routing.
Manage devices like IP phones and ATAs, including provisioning, configuration, firmware updates, and troubleshooting registration or connectivity issues.
Identify and escalate carrier- or network-level issues to appropriate teams.
Use ticketing systems and remote troubleshooting tools.
Maintain accurate, detailed documentation of complex support cases, root cause analysis, and resolutions.
Resolve escalated customer requests and incidents in a timely and professional manner.
Communicate technical concepts clearly to both technical and non-technical audiences.
Independently own complex technical issues from initial investigation through final resolution, coordinating across internal teams and third-party vendors while maintaining clear, proactive communication with customers.