Senior VoIP & Network Support Engineer (On-Call)

Jobtailor

Broomfield (CO)

On-site

USD 70,000 - 110,000

Full time

14 days+

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Job summary

Jobtailor in Colorado is seeking an experienced Support Engineer to provide Tier I/II technical assistance, develop procedures, and train customers. You will escalate issues, document resolutions, and collaborate with System Engineering, R&D, and Product teams to improve service delivery.

The role requires deep knowledge of IP networking, VoIP, SIP, and related tools, with a focus on reliability and customer satisfaction.

Qualifications

10+ years in Network Operations Center or customer service.
Willingness to work on rotating shifts (day, evening, night, weekend).
Electronic Technician or Telecommunication Technician diploma.
Strong knowledge of IP Networking.
VoIP and Telephony experience is an asset.
Knowledge of central office equipment and remote sites is an asset.
Networking basics including Active Directory, DHCP, DNS required.
Familiarity with networks, switches, routers, ASA; SNMP, Syslog troubleshooting.
Experience with structured cabling, cable termination and circuit testing.
Hands-on with LANs, WANs, CISCO switches; Wire Shark, traces, remote access.

Responsibilities

Support Tier I & II technicians.
Create support procedures and training material, including forms.
Escalate tickets and coordinate with System Engineering, R&D, and Product teams.
Communicate resolutions to internal and external customers.
Review and recommend troubleshooting tools for Tier I & II.
Act as SME in scheduled and unscheduled customer meetings.
Communicate minutes and action plans.
Review new system configurations and elevate potential issues.
Perform advanced troubleshooting for complex issues.
Provide expertise on VoIP, SIP, IP Networking, 911 data delivery.
Responsible for Beta upgrades.
On-call rotation for 24x7 escalation support; may work weekends/evenings.
Other duties as assigned.