14IP · 22 hours ago
Senior VoIP Engineer
Orlando, FL
Full-time
Onsite
Mid, Senior Level
$65K/yr - $70K/yr
3+ years expFourteenIP is seeking a Senior VoIP Engineer to join their dynamic team. The role involves designing, configuring, deploying, and monitoring VoIP and data solutions, while providing top-notch remote support and ensuring compliance with service level agreements.
Facilities Support ServicesHospitalityInformation TechnologySoftwareTechnical SupportTelecommunicationsTravel
Responsibilities
Act as the top escalation point for support related VOP issues
Provide world class customer service, ensuring a personalized and meticulous approach to customer assistance
Solve problems, assess designs and apply solutions utilizing voice and data knowledge and experience
Have a strong understanding of how telecommunications equipment and services work beyond VOIP and be equipped to handle disruptions of service and quickly restore service during outages
Own and resolve cases reported by phone, email, or internal ticketing system
Responsible for live fault finding with customers for first time fix
Responsible for working on open cases from internal ticketing system and resolving them within their designated SLA
Own, manage, and work technical projects
Utilize tools like VOIP Monitor and Wireshark to fully diagnose a fault before escalating
Ensuring efficient handovers between the teams to ensure all cases are being dealt with
Configure and pre-build voice and data solutions prior to installation at customer premises. Ensuring the process is followed and documentation is accurate
Conduct SIP customers ensuring all documentation is correct and stored centrally
Participate in On-Call rotation, responding to emergency calls, providing out of hours support both onsite and remote to customers
Establish and maintain effective interpersonal relationships with colleagues
When required, provides training and professional development to members of the team
Responsible (if applicable) for completing and maintaining any technical or professional qualifications and training required for the post
Perform any other / or additional duties as dictated by the needs of the business
Qualification
Required
3 years of experience directly configuring, supporting, or troubleshooting VOIP systems
Clear understanding of VOIP Protocols like SIP, H.323 and MGCP
Experience utilizing packet captures (PCAPs) to diagnose and troubleshoot VOIP calls
Strong understanding of how telecommunications equipment and services work beyond VOIP
Ability to handle disruptions of service and quickly restore service during outages
Experience in providing world class customer service
Ability to solve problems, assess designs and apply solutions utilizing voice and data knowledge and experience
Experience in owning and resolving cases reported by phone, email, or internal ticketing system
Experience in live fault finding with customers for first time fix
Ability to work on open cases from internal ticketing system and resolving them within designated SLA
Experience in managing and working on technical projects
Ability to utilize tools like VOIP Monitor and Wireshark to fully diagnose a fault before escalating
Experience in configuring and pre-building voice and data solutions prior to installation at customer premises
Ability to conduct SIP customers ensuring all documentation is correct and stored centrally
Willingness to participate in On-Call rotation, responding to emergency calls, providing out of hours support both onsite and remote to customers
Ability to establish and maintain effective interpersonal relationships with colleagues
Experience in providing training and professional development to members of the team
Ability to complete and maintain any technical or professional qualifications and training required for the post
Benefits
401(k)
Dental insurance
Employee assistance program
Employee discount
Health insurance
Life insurance
Paid time off
Referral program
Vision insurance
Company
14IP
Fourteen IP is a Leading Global Solutions Provider to the Hospitality Industry.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$0.78M2013-06-11Seed· $0.78M
Leadership Team
Kevin Burgess
Chief Technical Officer
Recent News
2025-10-23
2025-10-21
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