VoIP Platform Engineer - Tier 2
Core
Tier 2 escalation support for VoIP, UCaaS, and network-related issues, focusing on call quality, audio problems, and SIP errors.
Role type
Tier 2 VoIP Platform Engineer
Builds
Seamless operation of hosted/cloud-based PBX platforms and UCaaS services
Domain
Telecommunications / VoIP / UCaaS
Deliverable
client delivery
Required skills
Wireshark and PCAP troubleshooting, SIP protocol analysis, VoIP call flow analysis, QoS configuration, firewall management, Net Sapiens platform administration, ticket management in ConnectWise
Preferred skills
CCNA or CompTIA Network+ certification, experience with AI tools for support efficiency, mentoring Tier 1 staff
Technologies
AI, Cloud, Firewall, Flow, Support, Network, ASP.NET, DevOps, LAN, NAT, TCP/IP
Responsibilities
Perform in-depth troubleshooting for VoIP concerns such as call quality issues, audio problems, and SIP errors; Capture and analyze network traffic utilizing tools like Wireshark and PCAPs to pinpoint issues; Interpret SIP traces and ladders to identify call flow challenges; Address network-layer problems that impact VoIP performance, including QoS misconfigurations and firewall issues; Manage and administer the Net Sapiens platform, focusing on configuration and provisioning support; Handle incoming support calls and accurately document all activities in ConnectWise or equivalent systems; Escalate issues in accordance with established procedures.
Seniority
Mid-level, hands-on IC with mentoring responsibilities