Senior Network & VoIP Escalation Specialist
Telvero
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Job summary
Telvero seeks a Senior Enterprise Support Engineer to bring advanced network expertise into Customer Care. You will own complex issues from diagnosis through resolution, delivering clear updates to enterprise clients.
You will collaborate with the NOC and Network Engineering teams, perform root cause analysis, and implement corrective actions and preventative measures to reduce recurrence.
Experience with VoIP provisioning, SIP/RTP, fiber access, and QoS is preferred.
Qualifications
- 5+ years in advanced ISP technical support, network operations, or related field.
- Experience with enterprise VoIP provisioning, configuration, and troubleshooting.
- Proven track record handling Tier 3 or advanced NOC escalations.
- Strong understanding of fiber ISP networks and service delivery.
- Solid knowledge of SIP, RTP, QoS, NAT, firewalls, TCP/IP, and VLANs.
Responsibilities
- Serve as senior escalation point for complex, high-impact customer issues.
- Own issues from diagnosis through resolution and root-cause analysis.
- Lead high-severity incident response with clear ownership and next steps.
- Collaborate with NOC and Network Engineering to isolate and resolve problems.
- Document recurring issues and suggest monitoring or tooling improvements.
Skills
Tools
Job description
Telvero seeks a Senior Enterprise Support Engineer to bring advanced network expertise into Customer Care. You will own complex issues from diagnosis through resolution, delivering clear updates to enterprise clients.
You will collaborate with the NOC and Network Engineering teams, perform root cause analysis, and implement corrective actions and preventative measures to reduce recurrence.
Experience with VoIP provisioning, SIP/RTP, fiber access, and QoS is preferred.
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