VoIP & Help Desk Support Engineer (Tier 2)

About the role

The Tier 2 Help Desk Support Engineer provides advanced troubleshooting for escalated voice, wireline, and mobility services. Acting as a bridge between Tier 1 analysts and Tier 3 operations, the role focuses on device diagnostics, carrier coordination, and SIP/RTP analysis to resolve complex issues efficiently.

Key responsibilities

• Serve as the primary escalation point for Tier 1, handling out‑of‑scope and after‑hours incidents.
• Lead P1/P2 incident management, ensuring accurate categorization, documentation, and cross‑team communication.
• Analyze circuit behavior, coordinate carrier escalations, and produce Reason for Outage (RFO) reports.
• Perform remote diagnostics on managed routers (AdTran, Cradlepoint) via GUI, SSH, or CLI, including syslog review, ARP tables, and performance metrics.
• Configure and troubleshoot NetSapiens hosted PBX, SIP trunks, and Sansay SBC, using VoIPMonitor for CDR and SIP trace analysis.
• Validate SIM configurations, IoT connectivity, and POTS line billing, escalating to carriers when necessary.

Required profile

• 2–4 years of technical support, NOC, or network operations experience in telecommunications.
• Fluent written and verbal English communication skills.
• Solid understanding of IP networking, LTE/cellular/IoT technologies, and VoIP/SIP protocols.

Required skills

• TCP/IP, DNS, DHCP, VLANs, subnetting, routing
• LTE, cellular, IoT
• VoIP and SIP protocols
• NetSapiens PBX platform
• VoIPMonitor and Sansay SBC analysis tools
• AdTran and Cradlepoint router management (CLI and web GUI)
• Zendesk ticketing system and carrier escalation processes
• SD‑WAN performance triage