• Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and our internal tools to help customers or vendors identify call issues. • Replicate API issues reported by customers using Postman and either solve or escalate said issues to the appropriate teams. • Analyze T.30(passthrough fax tones) and T.38 Fax over IP packets using our internal tools and Wireshark to troubleshoot faxing issues. • Run live packet captures from cloud servers on the Linux terminal. • Familiarize yourself with our API and VoIP based products in order to help customers with their setup inquiries. • Monitor operational pager alerts in an efficient and timely manner. • Improve customer self service through better processes and documentation. • Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service. • Liaise with your technical peers for resolution of escalated cases.

• Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and our internal tools to help customers or vendors identify call issues. • Replicate API issues reported by customers using Postman and either solve or escalate said issues to the appropriate teams. • Analyze T.30(passthrough fax tones) and T.38 Fax over IP packets using our internal tools and Wireshark to troubleshoot faxing issues. • Run live packet captures from cloud servers on the Linux terminal. • Familiarize yourself with our API and VoIP based products in order to help customers with their setup inquiries. • Monitor operational pager alerts in an efficient and timely manner. • Improve customer self service through better processes and documentation. • Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service. • Liaise with your technical peers for resolution of escalated cases.

• Responds to help desk requests efficiently, thoroughly, and timely. • Completes all user management activities, including new user setup, terminated user shutdown, workstation maintenance and setup, phone user maintenance, and access changes. • Documents all changes and takes accountability for these changes. • Completes hardware management activities, including equipment ordering, inventory, tracking, installation, troubleshooting, and maintenance. • Manages application of software updates, performs daily maintenance on current systems. • Assists with regulatory compliance projects and documentation as needed.

• Act as a liaison between the business/end users and IT systems development teams • Translate business requirements into technical artifacts • Create clear technical designs • Write high-quality code • Participate in code reviews and provide constructive feedback • Debug, troubleshoot, and resolve issues across application and database layers • Write, optimize, and maintain T-SQL queries • Develop server applications using programming languages • Provide leadership and coaching to junior engineers