Cloudli Communications
Soutien technique VoIP – Niveau 2 | VoIP Tier 2 Technical Support
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Provide Tier 2 technical support for VoIP services, diagnosing escalated customer issues involving SIP, call routing, registration, network performance, and call quality. Analyze SIP traces and packet captures, manage IP phones and ATAs, document root causes and resolutions, coordinate with NOC, engineering, carriers, and vendors, and communicate proactively with customers. The role also supports Tier 1 staff and requires fluent French and English.
Exigences du posteFormation et expérience
- Plus de 2 ans d’expérience en soutien technique, opérations réseau ou soutien VoIP, incluant une expérience préalable en soutien de niveau 1.
- Expérience démontrée dans la gestion de problèmes techniques escaladés au sein d’un environnement dynamique et axé sur le service à la clientèle.
- Expérience en mentorat ou en accompagnement du personnel de soutien de niveau 1, un atout.
- Doit maîtriser couramment le français et l’anglais
- Solide compréhension des technologies VoIP et du protocole SIP.
- Capacité à capturer, lire et analyser des traces SIP et des captures de paquets (PCAP) à l’aide d’outils tels que Wireshark, afin de diagnostiquer et résoudre les échecs d’établissement d’appels, les problèmes d’enregistrement et les problèmes de qualité.
- Bonne compréhension des concepts de réseautique IP, notamment le routage, le NAT, les pare-feu et la QoS.
- Capacité à diagnostiquer des problèmes complexes de performance VoIP, notamment la qualité des appels, la latence, la gigue (jitter), la perte de paquets, l’audio unidirectionnel et l’écho.
- Compréhension du routage des appels et du dépannage des plans de numérotation, notamment le routage entrant et sortant, la configuration des trunks SIP et le routage de relève (failover).
- Expérience en gestion d’appareils tels que les téléphones IP et les ATA, incluant le provisionnement, la configuration, les mises à jour de micrologiciels (firmware) ainsi que le dépannage des problèmes d’enregistrement ou de connectivité.
- Capacité à identifier les problèmes liés aux opérateurs télécom ou au réseau et à les escalader aux équipes appropriées.
- Expérience avec les systèmes de billetterie (ticketing) et les outils de dépannage à distance.
- Capacité à maintenir une documentation précise et détaillée des cas de soutien complexes, des analyses de causes fondamentales et des solutions apportées.
- Capacité à résoudre les demandes et incidents clients escaladés de façon rapide et professionnelle.
- Excellentes compétences en dépannage avancé, en analyse et en résolution de problèmes.
- Forte orientation vers le service à la clientèle et engagement envers un niveau élevé de satisfaction client, incluant la capacité à désamorcer les situations avec des clients frustrés.
- Capacité à travailler de façon autonome tout en collaborant efficacement avec les équipes de soutien de niveau 1, le NOC et les équipes d’ingénierie.
- Souci du détail et excellentes compétences en documentation.
- Capacité démontrée à prendre en charge de façon autonome des problèmes techniques complexes, depuis l’enquête initiale jusqu’à leur résolution complète, en coordonnant les interventions des équipes internes et des fournisseurs tiers, tout en maintenant une communication claire et proactive avec les clients.
- Capacité à communiquer clairement des concepts techniques à des interlocuteurs techniques et non techniques.
- Connaissance des Session Border Controllers (SBC) et des softswitches.
- Expérience avec les fournisseurs de trunks SIP et les interconnexions avec les opérateurs télécom., T
- Connaissance de protocoles supplémentaires tels que RTP.38 et DTMF.
- Expérience en scripting ou en automatisation pour l’analyse des journaux (logs).
- Certifications pertinentes telles que CompTIA Network+ ou Wireshark Certified Network Analyst (WCNA).
- Connaissance de systèmes de billetterie tels que Zendesk ou Jira Service Management.
__________________________Job RequirementsEducation & 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
- Must be fluent in both English and French
- Technical Skills (Required)
- 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 solve 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 Desk
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