Resolving assigned customer trouble tickets and provide application/engineering support in a timely fashion;Assisting with solution design, testing, and supporting the delivery of VoIP Services;Configuring and implementing VoIP Services from a call processing perspective, including verification that individual VoIP components are operating in accordance with their respective production specifications, as well as testing of the VoIP systems for operational readiness;Implementing (Program/Script) solutions for and supporting all components of VoIP systems, peripheral gateways, voice gateways, and other third-party software/hardware integration, network validation, system monitoring, script, and integration with other enterprise applications;Installing, provisioning, and maintaining of all platforms associated with IP telephony to include soft switches, feature servers, session border controllers, and voice platforms;Ongoing support and maintenance of VoIP (Switch) Architecture and Platforms, utilizing VoIP protocols and standards including SIP, MGCP, and H.323, H.248, RTP/RTCP, IP Routing, Security and QoS(DiffServ);Establishing and maintaining close relationships with customers and LAN vendors to coordinate the deployment of updates and changes to the production network;Implementing test plans to validate phone functionalities of the hosted PBX platform.Training and interfacing with the customer, sales engineers, and LAN vendors during all the phases of the system life cycle;Maintaining effective configuration changes to voice session border controller;Serving as a source of technical expertise for the IP and IT areas for all VoIP issues, including transport and service assurance;Performing functional testing of software features for a variety of VoIP protocols, system and configuration management, and all other aspects of the product;

Act as the point of contact to customers for ticket escalations· Handle ticket escalations ranging from server support, network issues, and software installation· Coordinate and schedule IT support tickets to ensure maximum utilization of billable resourcesSupport on-site installations / repairs as necessary· Familiar with business-class network technologies such as TCP/IP, VPNs, VLANs, and QoSEnsure that all elements are delivered on-time and within SLA timeframes.Responsible to manage projects and tickets from concept to delivery; identify gaps and ensure fluent end-to-end processHelp define goals and deliverables that align with company objectives.Monitor, analyze and report on ticket progress problems, and solutionsEstablish and maintain relationships with internal customers; ensure communication on any major issues and resolutions.Create and maintain comprehensive documentation; document training materials where needed.Implement processes to manage change when necessary to meet desired outputs; continuously assess business operation needs; refine policy, procedures and documentation as needed.