Tier 2 VoIP Technical Support resolves escalated tickets beyond Tier 1 scope. They troubleshoot core network configurations, SIP signaling, and VoIP hardware. The role demands deep telecom and networking knowledge to ensure high-quality voice delivery and resolve complex system incidents.
Core Responsibilities
- Advanced Troubleshooting: Diagnose complex issues like packet loss, jitter, NAT traversal, and SIP trunking or routing failures.
- Escalation Point: Take over unresolved tickets from Tier 1, performing deep-dive analysis into call logs and network traffic
- Hardware & Software Configuration: Provision, program, and troubleshoot IP phones (e.g., Cisco, Poly, Yealink), softphones, and hosted PBX features.
- Network & ISP Coordination: Assist customers with basic router, switch, firewall, and bandwidth configurations to optimize voice quality.
- Ticket Management: Log all diagnostic steps, actions taken, and resolutions using CRM or ticketing systems.
Key Requirements & Skills
- Experience: 1–3+ years in a Tier 2 IT, telecommunications, or Unified Communications (UCaaS) environment.
- Technical Knowledge: Strong understanding of networking fundamentals (TCP/IP, LAN/WAN), QoS, and VoIP protocols (SIP, RTP).
- Analytical Thinking: Ability to interpret call traces, isolate points of failure, and resolve system configuration issues.
- Communication: Exceptional ability to explain highly technical concepts clearly to non-technical end-users or stakeholders.
- Certifications: Preferred certifications include CompTIA Network+, CompTIA Security+, or Cisco Certified Network Associate (CCNA).
- Salary DOE
