Senior VoIP & Network Support Specialist

att; Arlington Heights (IL); On-site; USD 96,000 - 144,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Paid Time Off and Holidays

Paid Parental Leave

Paid Caregiver Leave

Adoption Reimbursement

Disability Benefits

Wellness programs

Job summary

AT&T in Arlington Heights, Illinois seeks an experienced Sr Specialist Network Technology Support to ensure 24x7 VoIP and voice network reliability, supporting BVOIP, SIP trunking, and enterprise voice services.

Responsibilities include monitoring, troubleshooting, incident resolution, coordination with carriers, and clear customer communications in a fast-paced 24x7 environment; requires hands-on VoIP knowledge and strong teamwork.

Qualifications

• Hands-on experience supporting VoIP, BVOIP, SIP trunking, VoIP gateways, call routing, and enterprise voice services.
• Working knowledge of voice protocols and signaling (SIP, H.323, MGCP, RTP, TCP/IP, UDP, ICMP, SNMP).
• Experience troubleshooting call setup, registration, audio quality, latency, packet loss, jitter, and service availability issues.
• Experience with Cisco Unified Communications systems, VoIP gateways, routers, switches, WAN/LAN, Edgewater platforms.
• Knowledge of IP addressing, subnetting, routing, gateways, and internetworking for voice delivery.
• Ability to analyze complex issues, coordinate restoration across teams, vendors, customers, and carriers.
• Experience using network monitoring tools and ticketing systems such as SMARTS, Prognosis, and IRIS.
• Strong customer service and communication skills.
• Self-directed, adaptable, and able to manage multiple priorities in a team environment.
• Familiarity with AT&T network environments and the relationship between data network performance and voice quality.

Responsibilities

• Support BVOIP Services Center objectives with high-quality operational support for enterprise VoIP and voice network services.
• Monitor, troubleshoot, and restore VoIP services including SIP trunks, VoIP gateways, call routing, and service availability.
• Act as customer interface for voice trouble reports, documenting and routing issues to the right teams or carriers.
• Analyze voice events using monitoring tools, tickets, and lab resources; coordinate root cause analysis.
• Collaborate with voice engineering, data networking, vendor, carrier, and customer teams to drive timely resolution.
• Provide clear and timely communication to customers regarding outage status and progress.
• Track, prioritize, and manage VoIP trouble tickets, including escalation and closure.
• Document call-flow analysis, troubleshooting steps, and final resolutions in ticketing systems.
• Escalate complex incidents to appropriate groups for vendor or carrier coordination.
• Maintain focus on customer experience and rapid service restoration in a 24x7 environment.

Skills

VoIP support

BVOIP

SIP trunking

VoIP gateways

Call routing

Enterprise voice services

Network protocols

Troubleshooting

Customer communication

Education

Two years of college coursework

Tools

SMARTS

Prognosis

IRIS

Job description

AT&T in Arlington Heights, Illinois seeks an experienced Sr Specialist Network Technology Support to ensure 24x7 VoIP and voice network reliability, supporting BVOIP, SIP trunking, and enterprise voice services.

Responsibilities include monitoring, troubleshooting, incident resolution, coordination with carriers, and clear customer communications in a fast-paced 24x7 environment; requires hands-on VoIP knowledge and strong teamwork.