Soutien technique VoIP – Niveau 2 | VoIP Tier 2 Technical Support

Education & Experience

• 2+ years of experience in technical support, network operations, or VoIP support, including prior Tier 1 support experience
• Demonstrated experience handling escalated technical issues in a fast-paced, customer-focused environment
• Experience mentoring or providing guidance to Tier 1 support staff (preferred)

Technical Skills

• Strong understanding of VoIP technologies and the SIP protocol
• Ability to capture, read, and analyze SIP traces and packet captures (PCAPs) using tools such as Wireshark to diagnose and resolve call setup failures, registration issues, and quality problems
• Solid understanding of IP networking concepts, including routing, NAT, firewalls, and QoS
• Ability to troubleshoot complex VoIP performance issues such as call quality, latency, jitter, packet loss, one-way audio, and echo
• Understanding of call routing and dial plan troubleshooting, including inbound/outbound routing, trunk configuration, and failover routing
• Experience with device management for IP phones and ATAs, including provisioning, configuration, firmware updates, and troubleshooting registration or connectivity issues
• Ability to identify and escalate carrier- or network-level issues to appropriate teams
• Experience using ticketing systems and remote troubleshooting tools
• Maintain accurate, detailed documentation of complex support cases, root cause analysis, and resolutions
• Resolve escalated customer requests and incidents in a timely and professional manner

Core Competencies

• Advanced troubleshooting, analytical, and problem-solving skills
• Strong customer service orientation with a commitment to high customer satisfaction, including de-escalation of frustrated customers
• Ability to work independently while collaborating effectively with Tier 1 support, NOC, and engineering teams
• Detail-oriented with strong documentation skills
• Demonstrated ability to independently own complex technical issues from initial investigation through final resolution, coordinating across internal teams and third-party vendors while maintaining clear, proactive communication with customers
• Ability to communicate technical concepts clearly to both technical and non-technical audiences

Nice to Have

• Familiarity with session border controllers (SBCs) and softswitches
• Experience with SIP trunking providers and carrier interconnects
• Familiarity with additional protocols such as RTP, T.38, and DTMF
• Scripting or automation experience for log analysis
• Relevant certifications such as CompTIA Network+ or Wireshark Certified Network Analyst (WCNA)
• Familiarity with ticketing systems such as Zendesk or Jira Service Management