VoIP Technical Support Engineer

Jobtailor

North Carolina

On-site

USD 70,000 - 90,000

Full time

3 days ago

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Job summary

Jobtailor is seeking a skilled Voice/VoIP Support Engineer in North Carolina to perform end-to-end trouble isolation across CPE, LAN, WAN, and PSTN networks. You will troubleshoot quality, routing, interoperability, and connectivity issues, work with SS7 signaling and SIP/RTP messaging, and review call records.

Collaboration with network and application teams is essential. The ideal candidate has 3+ years in voice/VoIP support, proficiency with Wireshark/Netscout, and strong communication with

Qualifications

Associate's Degree or 4+ years of experience in voice/VoIP support.
3+ years troubleshooting complex voice and VoIP issues.
Experience with Wireshark and SIP ladder diagrams.
Experience with customer-facing support by phone and updates.
Bachelor's degree preferred; relevant certifications welcomed.

Responsibilities

Perform end-to-end trouble isolation and repair for voice products across networks.
Troubleshoot quality, routing, interoperability, and connectivity issues.
Analyze OSI layers and review call records and packet captures.
Collaborate with network and application teams and with customers directly.
Leverage SS7 signaling and SIP/RTP messaging in troubleshooting.
Translate technical issues into clear updates for non-technical stakeholders.

Skills

Voice/VoIP Troubleshooting

Customer Interaction

Network Troubleshooting

Cisco/Adtran Router Config

Wireshark/Netscout

SIP/RTP Signaling

OSS/OSI Model Debugging

Call Detail Records (CDRs)

Multitasking/Prioritization

Education

Associate's Degree

Bachelor's Degree

Tools

Wireshark

Netscout

Adtran Routers

Cisco Routers

Job description

Perform end-to-end trouble isolation and repair for customer voice products across CPE, LAN, WAN, and PSTN networks
Troubleshoot quality, completion, routing, interoperability, and connectivity issues across local, long-distance, and IP networks
Troubleshoot different layers of the OSI model
Work directly with customers to troubleshoot issues and provide assistance
Collaborate with network and application teams
Understand and leverage network topologies and workflows
Work with SS7 signaling and SIP/RTP messaging and call flows
Troubleshoot router configurations and commands, including Adtran and Cisco routers
Review call records using various tools
Analyze packet captures and SIP ladder diagrams
Keep current with technology changes and expand technical knowledge and skills

Requirements

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 directly with customers by phone to understand issues and provide resolution updates
Bachelor's Degree preferred
Voice or Network certification, including or similar to CCNA, SSCA, SSVP, and/or CCNP Collaboration preferred
Experience analyzing Call Detail Records (CDRs) and Voice Quality metrics, including MOS, jitter, packet loss, and latency
Proficiency in network capture analysis tools such as Wireshark or Netscout
Ability to translate technical network terminology into clear, actionable updates for non-technical clients and business stakeholders
Ability to partner with internal and external stakeholders to resolve complex issues and outages
Ability to prioritize and multitask independently

Core Competencies

Demonstrates expertise in troubleshooting complex voice and VoIP issues, utilizing network analysis tools and methodologies. Proficient in customer interaction and translating technical information for non-technical stakeholders.

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