VoIP Technical Support Engineer

verizon; Cary (NC); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

Disability insurance

Life insurance

AD&D insurance

Identity protection

Pet insurance

401(k) plan

Holidays

Personal days

Parental leave

Tuition assistance

Job summary

Verizon in Cary, NC is seeking a seasoned voice and VoIP support engineer to diagnose and repair complex voice across CPE, LAN, WAN, and PSTN networks. You will work in a hybrid role, three days in the office and two days from home, helping customers while coordinating with network and application teams.

The ideal candidate has 3+ years in voice/VoIP, strong Wireshark and SIP/RTP knowledge, and the ability to translate technical detail into clear updates for stakeholders.

Qualifications

• Associate's degree or 4+ years of relevant work experience.
• 3+ years as a voice/VoIP support engineer.
• 3+ years troubleshooting complex voice/VoIP issues.
• Experience with Wireshark and SIP ladder diagrams.
• Experience communicating with customers to resolve issues.

Responsibilities

• End-to-end trouble isolation and repair for voice products across CPE, LAN, WAN and PSTN networks.
• Troubleshoot quality, 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 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.

Skills

VoIP support

Voice networks

OSI model knowledge

SIP/RTP

Wireshark

Customer communication

Networking basics

Education

Associate's degree

Bachelor's degree

Tools

Adtran

Cisco

Netscout

Job description

When you join Verizon You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you'll be doing...

• 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.

Where you'll be working...

In this hybrid role, you'll work three days in the Cary, North Carolina office as assigned by your leader and two days from home

You'll need to have...

• 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

Even better if you also have...

• 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.

Where you'll be working

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon.

• medical
• dental
• vision
• short and long term disability
• basic life insurance
• supplemental life insurance
• AD&D insurance
• identity theft protection
• pet insurance
• group home & auto insurance
• matched 401(k) savings plan
• up to 8 company paid holidays per year
• up to 6 personal days per year
• paid parental leave
• adoption assistance
• tuition assistance
• other incentives

Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacat