Network Support Engineer

Job Title:

Client:

Location

Shift:

Key Responsibilities

• Provide high-quality technical support to US-based enterprise customers for VoIP services.
• Configure and troubleshoot SIP trunking, DIDs, and pilot numbers in SBC environments.
• Deploy, configure, and manage VoIP infrastructure including IP-PBX, gateways, SBCs, and soft switches.
• Set up and manage voicemail, auto attendants, call flows, call queues, translation rules, dial plans, and call routing.
• Troubleshoot issues in Unified Communication platforms such as Netsapiens and Cisco BroadWorks/BroadSoft.
• Handle endpoint issues involving Polycom, Yealink, Grandstream, Cisco ATA, Adtran routers, etc.
• Resolve voice quality, routing, and performance-related issues, including SIP, RTP, QoS, and codecs.
• Support both Hosted PBX and on-premises IP telephony platforms, including MS Teams direct routing and cloud UC solutions.
• Block unauthorized IPs, DOS attacks, and suspicious call traffic using tools like NOM and Fail2ban.
• Troubleshoot Toll-free, DID, PSTN, Analog, SD-WAN, and Firewall-related issues.
• Collaborate with internal teams and third-party vendors/carriers to resolve complex technical issues.
• Maintain ticket ownership while escalating to onsite engineers or solution architects when necessary.
• Conduct regular monitoring and route testing for performance metrics (PDD, ASR, ACD, FAS).
• Use ticketing systems effectively and document all interactions and resolutions accurately.
• Manage multiple support tickets in accordance with SLA timelines.
  

Additional Responsibilities For TAC Lead Role (if Applicable)

• Provide escalated support and act as a point of contact for complex technical issues.
• Mentor and train junior TAC team members.
• Coordinate with product, customer success, and engineering teams for case resolution.
• Participate in after-hours and weekend on-call rotation.
• Lead incident management and ensure timely resolutions with minimal business impact.
• Contribute to internal knowledge base creation and documentation processes.
• Conduct regular team meetings and skill enhancement sessions.
  

Required Skills & Experience

• 3–7 years of experience in VOIP/Network support (preferably in a TAC or NOC environment).
• Strong understanding of SIP, RTP, QoS, COS, and VoIP protocols.
• Hands-on experience with VoIP platforms and devices including Cisco BroadSoft, Netsapiens, Adtran, Polycom, etc.
• Familiarity with SD-WAN, IP routing, Hosted PBX, and SBCs.
• Ability to manage CLI-based device operations (e.g., Adtran).
• Proficiency in incident management tools and support ticket systems.
• Excellent verbal and written communication skills.
• Willingness to work in 24x7 rotational shifts.
  

Preferred Qualifications

• Industry certifications such as CCNA, CCNP (Voice), SSCA, or equivalent.
• Experience supporting US-based telecom or managed service environments.
• Familiarity with MS Teams direct routing and cloud UC platforms.