VoIP Technical Support Engineer - Hybrid, Cary

Texas Hibrid Normă întreagă Nivel mediu Senior Limbă Obligatorie: engleză Inginer de suport

Carolina de Nord

VoIP

Descriere

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

Cerințe

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

Beneficii

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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