Senior Specialist, Network Technology Support

AT&T

Technical Support role for VoIP and voice network operations at AT&T. Ensuring reliability and continuous operation of communication technologies through 24x7 support and management.

Posted 7/9/2026full-timeArlington Heights • Illinois • 🇺🇸 United StatesSenior💰 $96,000 - $144,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in VoIP support, including troubleshooting and managing voice network services, with a strong focus on customer experience and operational discipline in a 24x7 environment. Proficient in analyzing technical issues and coordinating timely resolutions across various teams and platforms.

Highest-signal resume keywords

VoIP SupportSIP TrunkingCisco Unified CommunicationsNetwork Monitoring ToolsTechnical Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

VoIPBVOIPSIPH.323MGCPRTPTCP/IPUDPICMPSNMP

Soft Skills

Customer ServiceClear CommunicationAdaptabilityTeam CollaborationProblem Solving

Tools & Technologies

SMARTSPrognosisIRISVoIP GatewaysCall RoutingUnified MessagingRoutersSwitchesWANLAN

Certifications & Qualifications

CCNACCNPCCVP

Industry Keywords

Voice Network OperationsTechnical Support24x7 Support EnvironmentService AvailabilityOperational Support

Tech Stack

Tools & technologies

TCP/IPVoIP

About the role

Key responsibilities & impact

Ensure the reliability and continuous operation of AT&T’s Optical, IP Core, Mobility, and advanced communication technologies through 24x7 technical support, fault and lifecycle management, and comprehensive understanding of end-to-end services.
Support BVOIP Services Center objectives by delivering high-quality operational support for enterprise VoIP and voice network services.
Monitor, troubleshoot, and restore VoIP services, including issues involving SIP trunks, VoIP gateways, call routing, registration, signaling, call quality, and service availability.
Serve as the customer interface for voice trouble reports, ensuring issues are accurately captured, prioritized, documented, and routed to the appropriate support teams or carriers.
Analyze service-impacting voice events using available monitoring tools, ticketing systems, technical documentation, and lab resources.
Collaborate with internal voice engineering, data networking, vendor, carrier, and customer teams to isolate root cause and drive timely resolution.
Provide clear and timely communication to customers and stakeholders regarding outage status, troubleshooting progress, escalation activity, and resolution details.
Track, prioritize, and manage VoIP-related trouble tickets, including inter-shift turnover, escalation, follow-up, and closure activities.
Document call-flow analysis, troubleshooting steps, customer communications, technical findings, and final resolution details in the designated trouble-ticketing application.
Escalate or hand off complex incidents to the appropriate support group when additional expertise, vendor engagement, or carrier coordination is required.
Maintain a strong focus on customer experience, operational discipline, and timely service restoration in a 24x7 support environment.

Requirements

What you’ll need

Hands-on experience supporting VoIP, BVOIP, SIP trunking, VoIP gateways, call routing, and enterprise voice services.
Working knowledge of voice protocols and signaling, including SIP, H.323, MGCP, RTP, TCP/IP, UDP, ICMP, SNMP, and related network protocols.
Experience troubleshooting call setup, call completion, registration, audio quality, latency, packet loss, jitter, one-way audio, and service availability issues.
Experience with Cisco Unified Communications systems, VoIP gateways, unified messaging, routers, switches, WAN, LAN, and Edgewater platforms.
Intermediate knowledge of IP addressing, subnetting, routing, gateways, and internetworking concepts that support voice service delivery.
Ability to analyze complex technical issues, isolate root cause, and coordinate timely restoration across internal teams, vendors, customers, and carriers.
Experience using network monitoring tools and ticketing systems such as SMARTS, Prognosis, and IRIS.
Strong customer service skills with the ability to communicate clearly, professionally, and effectively under pressure.
Self-directed and adaptable, with the ability to learn quickly, manage multiple priorities, follow procedures, and work effectively in a team-oriented environment.
Working knowledge of AT&T network environments, customer networks, LAN/WAN infrastructure, and the relationship between data network performance and voice service quality.
Relevant technical certifications such as CCNA, CCNP, CCVP, or other voice, collaboration, or networking certifications.
Minimum of two years of college coursework, equivalent post-high-school education, or comparable professional experience.
Previous experience in VoIP support, voice network operations, BVOIP services, unified communications, technical support, or related network operations environments.
Experience supporting voice or network services in a 24x7 operational environment is preferred.

Benefits

Comp & perks

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone