VoIP Technical Support Engineer

When you join Verizon You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife. What you'll be doing... End-to-end trouble isolation and repair for customers voice products experiencing complex issues across CPE, LAN, WAN and PSTN networks Troubleshoot issues related to quality, completion, routing, interoperability and connectivity across local, long distance, and IP networks. Troubleshoot different layers in the OSI model. Working with customers to troubleshoot and provide assistance while working with other network and application teams Understand and leverage network topologies and workflows. Work with SS7 signaling and strong foundations of SIP/RTP messaging and call flows. Engage with general router functionality such as router (Adtran , Cisco) configurations, troubleshooting commands, etc. Reviewing Call records using a variety of tools. Keep up-to-date with technology changes and continually expand knowledge and skill sets. Where you'll be working... In this hybrid role, you'll work three days in the Cary, North Carolina office as assigned by your leader and two days from home You'll need to have... Associate's Degree or four or more years of work experience Three or more years of work experience as a voice and VoIP support engineer Three or more years of experience troubleshooting complex voice and VoIP issues Experience with network standard analyzers such as Wireshark and SIP ladder diagrams. Experience working on the phone directly with customers to understand the issues and provide updates on the resolution Even better if you also have... Bachelor's Degree Voice or Network certification (including or similar to CCNA, SSCA, SSVP and/or CCNP Collaboration) Strong communication skills and ability to interact with different types of stakeholders Experience analyzing Call Detail Records (CDRs) and Voice Quality metrics (MOS, jitter, packet loss, latency) to proactively identify trend patterns. Ability to translate highly technical network jargon into clear, actionable updates for non-technical clients and business stakeholders. Proficiency in network capture analysis tools to analyze packet-level detail and ladder diagrams. with Wireshark or Netscout Ability to seamlessly partner with multiple internal and external stakeholders to resolve complex issues and outages. Ability to prioritize and multi-task independently. Where you'll be working In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies. Scheduled Weekly Hours 40 Equal Employment Opportunity Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics. Benefits and Compensation Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. medical dental vision short and long term disability basic life insurance supplemental life insurance AD&D insurance identity theft protection pet insurance group home & auto insurance matched 401(k) savings plan up to 8 company paid holidays per year up to 6 personal days per year paid parental leave adoption assistance tuition assistance other incentives Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacat #J-18808-Ljbffr Verizon