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Tier 2 or 3 tech support

Graham Personnel Services

Greensboro, NC

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JOB DETAILS
SKILLS
Analysis Skills, CCNA - Cisco Certified Network Associate, Cisco Network Systems, CompTIA - Computing Technology Industry Association, CompTIA Network+, CompTIA Security+, Configuration Management, Customer Relationship Management (CRM) Systems, Customer Support/Service, Firewall Administration, Hardware Configuration Management, IP (Internet Protocol), Identify Issues, Internet Service Providers, Local Area Network (LAN), NAT (Network Address Translation), Network Administration/Management, Network Configuration Management, Network Routers, Network Switching, PBX (Private Branch eXchange), QoS (Quality of Service), Realtime Transport Protocol, SIP (Session Initiation Protocol), Software Configuration Management, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, Telecommunications, Testing, Unified Communications, VoIP (Voice over IP), Wide Area Network (WAN)
LOCATION
Greensboro, NC
POSTED
10 days ago
Tier 2 VoIP Technical Support resolves escalated tickets beyond Tier 1 scope. They troubleshoot core network configurations, SIP signaling, and VoIP hardware. The role demands deep telecom and networking knowledge to ensure high-quality voice delivery and resolve complex system incidents. 
Core Responsibilities
 
  • Advanced Troubleshooting: Diagnose complex issues like packet loss, jitter, NAT traversal, and SIP trunking or routing failures.
  • Escalation Point: Take over unresolved tickets from Tier 1, performing deep-dive analysis into call logs and network traffic 
  • Hardware & Software Configuration: Provision, program, and troubleshoot IP phones (e.g., Cisco, Poly, Yealink), softphones, and hosted PBX features.
  • Network & ISP Coordination: Assist customers with basic router, switch, firewall, and bandwidth configurations to optimize voice quality.
  • Ticket Management: Log all diagnostic steps, actions taken, and resolutions using CRM or ticketing systems. 
Key Requirements & Skills
 
  • Experience: 1–3+ years in a Tier 2 IT, telecommunications, or Unified Communications (UCaaS) environment.
  • Technical Knowledge: Strong understanding of networking fundamentals (TCP/IP, LAN/WAN), QoS, and VoIP protocols (SIP, RTP).
  • Analytical Thinking: Ability to interpret call traces, isolate points of failure, and resolve system configuration issues.
  • Communication: Exceptional ability to explain highly technical concepts clearly to non-technical end-users or stakeholders.
  • Certifications: Preferred certifications include CompTIA Network+, CompTIA Security+, or Cisco Certified Network Associate (CCNA).
  • Salary DOE
 

About the Company

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Graham Personnel Services

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