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VoIP Technical Support Engineer at Verizon (Hybrid)
Support Verizon voice and VoIP products by diagnosing network, signaling, connectivity, and call-quality problems. Resolve complex customer issues and service outages across CPE, LAN, WAN, PSTN, and IP environments.
विवरण
- Isolate and repair customer voice-product issues across CPE, LAN, WAN, and PSTN environments
- Diagnose quality, completion, routing, interoperability, and connectivity problems across local, long-distance, and IP networks
- Apply OSI model knowledge to troubleshoot issues at different network layers
- Work with customers directly to investigate problems and provide technical assistance
- Coordinate with network and application teams to resolve service issues
- Use network topologies and operational workflows to guide troubleshooting
- Analyze SS7 signaling, SIP/RTP messaging, and associated call flows
- Examine call records with a range of diagnostic tools
- Evaluate packet captures, SIP and TDM call flows, and voice-quality problems
- Stay informed about technology changes and build relevant technical expertise
- Coordinate with internal and external stakeholders on complex incidents and outages
आवश्यकताएँ
- Associate degree or at least four years of relevant work experience
- At least three years of experience as a voice or VoIP support engineer
- At least three years of experience resolving complex voice and VoIP problems
- Experience using network analysis tools such as Wireshark and SIP ladder diagrams
- Experience assisting customers by phone, diagnosing issues, and communicating resolution updates
- Experience with SS7 signaling and a strong working knowledge of SIP/RTP messaging and call flows
- Experience configuring and troubleshooting router functions, including Adtran and Cisco devices and commands
- Bachelor’s degree preferred
- Voice or network certification preferred, such as CCNA, SSCA, SSVP, or CCNP Collaboration
- Experience reviewing Call Detail Records and voice-quality measures such as MOS, jitter, packet loss, and latency
- Proficiency with packet-capture analysis tools including Wireshark or Netscout
- Ability to work effectively with varied stakeholder groups
- Ability to explain technical network concepts clearly to nontechnical clients and business stakeholders
- Ability to work independently while prioritizing multiple tasks
लाभ
- Medical, dental, and vision coverage
- Short- and long-term disability coverage
- Basic and supplemental life insurance
- Accidental death and dismemberment insurance
- Identity theft protection
- Pet insurance
- Group home and auto insurance
- 401(k) plan with company matching
- Up to eight company-paid holidays annually
- Up to six personal days annually
- Paid parental leave
- Adoption assistance
- Tuition assistance
- Additional incentives
- Potential premium pay for overtime, shift differentials, holidays, and allowances
- Up to 15 vacation days annually for new hires, with additional time based on service
- Hybrid schedule allowing work from home with at least three days per week in the office
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