VoIP Technical Support Engineer

You want more out of a career. A place to share your ideas freely even if theyre 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 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 youll 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 youll be working...

In this hybrid role youll work three days in the Cary North Carolina office as assigned by your leader and two days from home

Youll need to have...

• Associates 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...

• Bachelors 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.

If Verizon and this role sound like a fit for you we encourage you to apply even if you dont meet every even better qualification listed above.

In this hybrid role youll 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.

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Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career and in areas of your life outside of Verizon. From health and wellness benefit options including: medical dental vision short and long term disability basic life insurance supplemental life insurance AD&D insurance identity theft protection pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan up to 8 company paid holidays per year and up to 6 personal days per year paid parental leave adoption assistance and tuition assistance plus other incentives weve got you covered with our award-winning total rewards package. 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 vacation per year which grows with additional service. For part-timers your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles your compensation will be adjusted to reflect your hours.