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Verizon is a telecommunications company serving consumers, businesses, and government organizations with wireless connectivity, broadband, fiber-optic networks, and related digital services. Its operations span mobile and fixed-line infrastructure, retail and online channels, and enterprise communications, creating opportunities for professionals working across network technology, customer services, business solutions, and other functions supporting large-scale connectivity.
VoIP Technical Support Engineer - Hybrid, Cary
Support Verizon voice services by diagnosing VoIP products, IP networks, signaling protocols, and complex connectivity or call-quality problems. Use packet analysis and call-flow investigation to identify issues and guide customer resolutions.
Description
- Diagnose and resolve complex customer voice-product issues across CPE, LAN, WAN, and PSTN environments
- Investigate quality, call-completion, routing, interoperability, and connectivity problems across local, long-distance, and IP networks
- Troubleshoot issues across multiple layers of the OSI model
- Work directly with customers to investigate problems and provide technical assistance
- Coordinate with network and application engineering teams
- Apply knowledge of network topologies and operational workflows
- Analyze SS7 signaling along with SIP/RTP messages and call flows
- Configure and troubleshoot Adtran and Cisco routers using built-in functions and diagnostic commands
- Examine call records with a range of analysis tools
- Stay informed about technology changes while strengthening technical expertise
Requirements
- An associate degree or at least four years of relevant work experience
- At least three years of experience as a voice and VoIP support engineer
- At least three years of experience resolving complex voice and VoIP problems
- Experience using network analysis standards and tools, including Wireshark and SIP ladder diagrams
- Experience assisting customers by phone, understanding reported issues, and communicating resolution updates
- A bachelor's degree is preferred
- A voice or network certification such as CCNA, SSCA, SSVP, or CCNP Collaboration is preferred
- Experience analyzing Call Detail Records and voice-quality measures such as MOS, jitter, packet loss, and latency
- Proficiency with network packet-capture analysis tools such as Wireshark or Netscout
- Ability to explain technical network concepts clearly to nontechnical clients and business stakeholders
- Ability to work with internal and external stakeholders to resolve complex incidents and outages
- Ability to independently prioritize work and manage multiple tasks
- Strong communication skills and the ability to work effectively with varied stakeholders
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 incentive programs
- Potential premium compensation, including overtime, shift differentials, holiday pay, and allowances
- Up to 15 vacation days annually for new employees, with additional days earned through tenure
- Hybrid work arrangement that includes work-from-home days
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