Analyzed, tested, isolated, and repaired network and customer issues. Investigated SIP packets to identify and resolve call quality disruptions and network problems. Managed issues related to facilities, routing, and voice/data equipment setup. Used ticketing systems to document issues, troubleshooting steps, and resolutions. Worked closely with vendors, sales teams, and project managers to complete projects successfully. Employed advanced diagnostic tools to identify and resolve hardware and network issues. Maintained up-to-date knowledge of new technologies and solutions to enhance support services.