VoIP Technical Support – Level 2 | VoIP Tier 2 Technical Support

VoIP Technical Support – Level 2 | VoIP Tier 2 Technical Support at Cloudli Communications in United States.

Requirements

Training and experience

• 2+ years of experience in technical support, network operations or VoIP support, including prior experience in Tier 1 support.
• Demonstrated experience managing escalated technical issues in a dynamic, customer service-oriented environment.
• Experience in mentoring or supporting level 1 support staff, an asset.
• Must be fluent in French and English

Technical skills required

• Solid understanding of VoIP technologies and SIP protocol.
• Ability to capture, read and analyze SIP traces and packet captures (PCAP) using tools such as Wireshark, to diagnose and resolve call setup failures, recording issues and quality issues.
• Good understanding of IP networking concepts including routing, NAT, firewalls and QoS.
• Ability to diagnose complex VoIP performance issues including call quality, latency, jitter, packet loss, one-way audio and echo.
• Understanding of call routing and dial plan troubleshooting, including inbound and outbound routing, configuring SIP trunks, and failover routing.
• Experience managing devices such as IP phones and ATAs, including provisioning, configuration, firmware updates, and troubleshooting recording or connectivity issues.
• Ability to identify telco or network related issues and escalate to appropriate teams.
• Experience with ticketing systems and remote troubleshooting tools.
• Ability to maintain accurate and detailed documentation of complex support cases, root cause analyzes and solutions provided.
• Ability to resolve escalated customer requests and incidents in a timely and professional manner.

Key skills

• Excellent advanced troubleshooting, analysis and problem-solving skills.
• Strong customer service orientation and commitment to a high level of customer satisfaction, including the ability to de-escalate situations with frustrated customers.
• Ability to work independently while collaborating effectively with Tier 1 support teams, NOC and engineering teams.
• Attention to detail and excellent documentation skills.
• Demonstrated ability to independently support complex technical issues, from initial investigation to complete resolution, by coordinating the responses of internal teams and third-party vendors, while maintaining clear and proactive communication with customers.
• Ability to clearly communicate technical concepts to technical and non-technical stakeholders.

Advantages

• Knowledge of Session Border Controllers (SBC) and softswitches.
• Experience with SIP trunk providers and interconnections with telecom operators. ,T
• Knowledge of additional protocols such as RTP.38 and DTMF.
• Experience in scripting or automation for log analysis.
• Relevant certifications such as CompTIA Network+ or Wireshark Certified Network Analyst (WCNA).
• Knowledge of ticketing systems such as Zendesk or Jira Service Management.

Education & Experience

• 2+ years of experience in technical support, network operations, or VoIP support, including prior Tier 1 support experience
• Demonstrated experience handling escalated technical issues in a fast-paced, customer-focused environment
• Experience mentoring or providing guidance to Tier 1 support staff preferred
• Must be fluent in both English and French
• Technical Skills (Required)
• Strong understanding of VoIP technologies and the SIP protocol

Ability to capture, read, and analyze SIP traces and packet captures (pcaps) using tools such as Wireshark to diagnose and solve call setup failures, registration issues, and quality problems

• Solid understanding of IP networking concepts, including routing, NAT, firewalls, and QoS
• Ability to troubleshoot complex VoIP performance issues such as call quality, latency, jitter, packet loss, one-way audio, and echo
• Understanding of call routing and dial plan troubleshooting, including inbound/outbound routing, trunk configuration, and failover routing

Experience with device management for IP phones and ATAs, including provisioning, configuration, firmware updates, and troubleshooting registration or connectivity issues

• Ability to identify and escalate carrier- or network-level issues to appropriate teams
• Experience using ticketing systems and remote troubleshooting tools
• Maintain accurate, detailed documentation of complex support cases, root cause analysis, and resolutions
• Resolve escalated customer requests and incidents in a timely and professional manner

Core Competencies

• Advanced troubleshooting, analytical, and problem-solving skills
• Strong customer service orientation with a commitment to high customer satisfaction, including de-escalation of frustrated customers
• Ability to work independently while collaborating effectively with Tier 1 support, NOC, and engineering teams
• Detail-oriented with strong documentation skills

Demonstrated ability to independently own complex technical issues from initial investigation through final resolution, coordinating across internal teams and third-party vendors while maintaining clear, proactive communication with customers.Ability to communicate technical concepts clearly to both technical and non-technical audiences

Nice to Have

• Familiarity with session border controllers (SBCs) and softswitches
• Experience with SIP trunking providers and carrier interconnects
• Familiarity with additional protocols such as RTP, T.38, and DTMF
• Scripting or automation experience for log analysis
• Relevant certifications such as CompTIA Network+ or Wireshark Certified Network Analyst (WCNA)
• Familiarity with ticketing systems such as Zendesk or Jira Service Desk