Network Support Engineer – Voice / VoIP (L2) - Immediate Joiner only

Network Support Engineer – Voice / VoIP (L2)

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Role Overview

Network Support Engineer – Voice / VoIP (L2)

high availability, call quality, and service continuity

Key Responsibilities

1. Voice & Network Operations (L2 Support)

• Provide

  Level 2 support

  for voice and VoIP-related incidents and service requests.
• Troubleshoot and resolve issues related to:
• VoIP and SIP-based voice systems
• Call routing, dial plans, and call flows
• Voice quality issues (latency, jitter, packet loss)
• Voice gateways, SBCs, and related network components
• Support voice services across LAN, WAN, and cloud-connected environments.

2. Incident, Request & Escalation Management

• Own incidents and requests escalated from L1 until resolution or further escalation.
• Perform structured troubleshooting using runbooks, logs, and monitoring tools.
• Escalate complex or recurring issues to

  L3 Network Engineers

  with detailed analysis.
• Participate in

  major incident calls

  and provide technical updates.

3. Configuration & Change Support

• Implement

  standard changes

  related to voice and network services following approved procedures.
• Support non-standard changes under guidance from L3 engineers.
• Validate changes post-implementation to ensure service stability.
• Assist in planned maintenance activities and upgrades.

4. Vendor & Carrier Coordination

• Work with

  telecom carriers, ISPs, and OEM vendors

  for issue resolution and service restoration.
• Track vendor tickets, follow up on SLAs, and provide status updates.
• Support circuit-related troubleshooting and service activation activities.

5. Documentation & Knowledge Management

• Update incident records with clear technical notes and resolution details.
• Create and maintain:
• Troubleshooting guides
• Known error documentation
• Voice-related SOPs
• Contribute to knowledge base updates to reduce repeat incidents.

Skills & Experience

Technical Skills

• Strong understanding of:
• VoIP fundamentals (SIP, RTP, codecs)
• Call routing and dial plans
• QoS for voice traffic
• Network fundamentals:
• TCP/IP, DNS, DHCP
• LAN, WAN, VPN concepts
• Experience supporting enterprise voice platforms (vendor-agnostic).
• Ability to analyze voice quality metrics and network performance indicators.

Tools & Platforms (Preferred)

• Voice monitoring and troubleshooting tools
• Network monitoring platforms
• ITSM tools (ServiceNow / ManageEngine / equivalent)
• Packet capture and diagnostic utilities

Experience

• 4–7 years

  of experience in network and/or voice support roles.
• Proven experience in

  L2 operations

  within managed services or enterprise IT.
• Exposure to

  24x7 production environments

  and on-call support.
• Experience supporting geographically distributed users is preferred.

Soft Skills & Behavioral Expectations

• Strong troubleshooting and analytical skills.
• Clear communication with technical and non-technical stakeholders.
• Ownership mindset with focus on resolution and service quality.
• Ability to work effectively under pressure and during outages.
• Team-oriented and escalation-aware.