VoIP Help Desk Support L

General Description of the position

The Tier 2 Helpdesk Support Engineer provides advanced technical troubleshooting and resolution for escalated support requests across wireline, voice, and mobility services. Serving as a critical bridge between Tier 1 analysts and the Tier 3 operations team, this role focuses on device-level diagnostics, carrier coordination, platform configuration, and SIP/RTP analysis to ensure complex issues are accurately diagnosed and efficiently resolved.

ESSENTIAL DUTIES AND RESPONSIBILITIESIncident & Escalation ManagementAct as the primary escalation point for Tier 1 analysts, particularly for out-of-scope or after-hours issues.Lead and actively participate in P1/P2 incident management, ensuring precise categorization, documentation, and cross-team communication.Wireline, Circuit & SD-WAN SupportAnalyze circuit behavior using logs and historical data, confirming carrier-side handoffs and demarc point functionality.Engage carrier escalation managers for missed SLAs, coordinate field technician dispatches, and generate comprehensive Reason for Outage (RFO) reports.Triage SD-WAN overlay performance and underlying transport link issues.Managed Routers (Wireline & Cellular)Perform remote diagnostics on AdTran/CPE devices via GUI, SSH, or CLI (e.g., checking syslog, ARP tables, interface counters, and CPU/memory utilization).Troubleshoot wireless/cellular routers by verifying LTE signal strength, failover configurations, SIM seating, and DHCP/IP assignments.Voice Services (Hosted PBX, SIP Trunks & Carrier Management)Manage NetSapiens PBX configurations, including auto-attendants, call flows, user permissions, and hardware lifecycle tracking.Use VoIPMonitor to analyze Call Detail Records (CDRs), SIP traces, and RTP media paths for SIP trunk and hosted voice troubleshooting.Triage Sansay SBC SIP trunks for routing, inbound call delivery, and one-way audio issues, opening tickets with voice carriers as needed.Mobility (IoT/SIM) & POTS LinesVerify SIM configurations (APN, rate plans) and escalate to cellular carriers when provisioned SIMs fail to connect to the network.Validate POTS line billing, perform test calls for dial tone/connectivity, and manage ILEC/CLEC carrier trouble tickets.
REQUIREMENTS2–4 years of experience in a technical support, NOC, or network operations role within the telecommunications industry.Fluent English communication skills (written and verbal).Solid understanding of IP networking (TCP/IP, DNS, DHCP, VLANs, subnetting, routing) and LTE/cellular/IoT technologies.Hands-on experience with VoIP/SIP protocols, hosted PBX platforms (e.g., NetSapiens), and SIP trace/CDR analysis tools (e.g., VoIPMonitor, Sansay SBC).Proficiency with managed router platforms (e.g., AdTran, Cradlepoint) via CLI and web GUI.Experience with ticketing systems (Zendesk), billing platforms, and carrier escalation processes (including RFO generation and SLA tracking).Desired: CompTIA Network+, CCNA, or equivalent networking certification. ITIL Foundation or incident management experience.
QUALIFICATIONSStrong analytical and problem-solving skills with the ability to diagnose multi-layer technical issues.Clear, professional written and verbal communication skills, with a proven ability to translate complex technical findings for non-technical stakeholders.

Disclaimer:This is a summarized version of the job description for efficiency and candidate screening purposes. It highlights the main responsibilities and requirements; however, other duties, qualifications, tools, and aspects of the position have not been included in this summary.