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Verizon is a major U.S. telecommunications company serving consumers and businesses through wireless, broadband, mobile, home internet, and enterprise network services. Its large-scale operations span consumer connectivity, business networking, 5G, and network infrastructure, with career opportunities across technology, engineering, retail, and finance. Verizon’s hiring context also reflects a focus on employee development and corporate responsibility as it works to connect people and organizations to the services they rely on.
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.
Description
- 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
Requirements
- 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
Benefits
- 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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