Back Bay Networks

Engineer

• Design, configure, and support VoIP and UC systems across multiple client environments.
• Build and maintain call flows, auto attendants, ring groups, hunt groups, and dial plans.
• Deploy and support platforms such as Elevate UC, Teams Phone, RingCentral, and similar solutions.
• Manage SIP trunks, number provisioning, failover routing, and voice services.
• Diagnose and resolve call quality issues (latency, jitter, packet loss, one-way audio).
• Analyze SIP signaling and call paths to identify and resolve issues.
• Monitor system performance and implement improvements to ensure reliability.
• Configure and troubleshoot VLANs, QoS, and network settings impacting voice traffic.
• Work with firewalls and routers to ensure proper SIP/RTP handling (NAT, ACLs, QoS).
• Collaborate with internal engineers on network-related VoIP issues.
• Work directly with clients to implement solutions and resolve issues.
• Handle adds, moves, and changes (AMCs) across customer environments.
• Coordinate with carriers and vendors to resolve external voice and routing issues.
• Maintain clear, accurate documentation of systems, call flows, and configurations.

VoIP / UC Engineer, MSP Environment

IT Support

• Lead and support new client onboarding projects, including system assessments, migrations, and deployments
• Provide Tier 2 support across Windows, macOS, and Microsoft 365 environments
• Troubleshoot and resolve complex technical issues remotely and on-site
• Support Windows Server, Active Directory, Exchange, Microsoft 365, and related infrastructure
• Configure and manage networking equipment (firewalls, switches, VPNs)
• Document work thoroughly in our ticketing and knowledge systems
• Collaborate with senior engineers for escalations and with project managers for smooth implementations
• Maintain excellent communication with clients during onboarding and ongoing support

IT Specialist

• Provide high-quality end-user support across Windows and macOS environments
• Troubleshoot and resolve technical issues via phone, email, and remote tools; escalate when appropriate
• Perform onsite support at client locations in the Houston area when remote resolution is not feasible
• Administer and support: Windows Server (2012–2022), Active Directory (users, groups, GPOs), Microsoft 365 and Exchange
• Diagnose and resolve networking issues (basic firewall, ports, protocols)
• Document all work thoroughly in the ticketing system and contribute to knowledge base improvements
• Communicate effectively with clients and internal teams regarding issues, trends, and improvements
• Assist with implementations, onboarding, and technical projects
• Support pre-sales efforts as needed, including scoping and solution input