At Fourteen IP, Inc., we are a Hotel AI & Communications provider, serving 330,000 hotel rooms in 24 countries and trusted by leading hotel brands worldwide.

This position is based 100% on-site at our U.S. Headquarters in Orlando, Florida. The standard working hours for this role are 9:30 AM to 6:00 PM EST, with occasional requirements for off-hours and weekend work. In urgent situations, there may also be a need for limited travel to local sites within the central Florida area.

As a Senior VoIP Engineer on our Technical Support team, you will bring your technical expertise in designing, configuring, deploying, testing, troubleshooting, and monitoring VoIP and data solutions. In this role, you will provide essential remote support to customers, as well as field-based colleagues, ensuring that our products and services meet the highest standards. You will also play a key role in mentoring and training Support Engineers, helping them deliver exceptional service. By conducting proactive monitoring and thorough fault analysis, you will help maintain the operational continuity of client solutions, adhering to organizational and contractual service level agreements.

Candidates must be authorized to work in the United States and able to pass a background check. Candidates must be willing to relocate before starting work if not local.

Responsibilities

• Remotely support the VoIP services and hardware provided by our company, primarily located at customer premises.
• Leverage your voice and data expertise to assess situations, solve problems, and apply effective solutions.
• Have a deep understanding of how telecommunications equipment and services work, and be prepared to handle service disruptions, establishing solutions to meet challenges head-on.
• Work tickets from the Support queue with a focus on customer experience.
• Ensure timely resolution of support tickets within customer SLA, collaborating with Tier 1 team members when necessary, and providing training and guidance as needed.
• Act as Tier 2 in the Support Help Desk by handling incoming support escalation calls and emails.
• Participate in on-call rotation to respond to emergency calls, providing out-of-hours support remotely to customers.
• Work closely with customers to perform live fault finding for first-time fixes, while managing support queues and addressing new cases.
• Take ownership of tech support projects and see them through to successful completion.
• Act as an escalation point for the team, offering expertise and training to help troubleshoot issues.
• Utilize tools like VOIP Monitor and Wireshark to diagnose faults.
• Perform quality checks for pre-builds and SIP cuts, ensuring accuracy and consistency.
• Execute SIP cutovers, ensuring all documentation is accurate and stored centrally.
• Foster effective interpersonal relationships with colleagues and clients, contributing to a positive work environment.
• Provide training and professional development to team members, enhancing their knowledge and skills, with all training documented.
• Pursue ongoing training and development opportunities to meet your professional objectives.
• Maintain any necessary technical or professional qualifications required for your role.
• Embrace and uphold the "Fourteen Way," contributing to our unique workplace culture.
• Be adaptable by performing any additional duties as needed to support the business.

Qualifications

• 5 years of experience in VoIP support, including design, configuration, and troubleshooting.
• Strong understanding of VoIP protocols (SIP, RTP, etc.) and networking fundamentals (TCP/IP, DNS, DHCP).
• Proficiency with diagnostic tools like Wireshark, VOIP Monitor, and other network monitoring tools.
• Knowledge of network security practices and experience with firewalls, routers, and switches.
• Familiarity with QoS, VLANs, and other network optimization techniques.
• Proven ability to perform root cause analysis and resolve complex technical issues.
• Experience in mentoring or leading junior team members and providing training.
• Excellent communication skills, both written and verbal, with a customer-focused approach.
• Ability to work independently and make informed decisions under pressure.
• Availability for on-call support and occasional local travel as required.
• Experience with on-prem PBX systems is a plus but not required. (e.g., Nortel, Avaya, NEC, etc.).