Network Support Engineer - VoIP

Job Title : Network TAC Engineer / VOIP Support (24x7)

Client : Leading USA-based Telecom & Managed Service Provider

Location : Pune

Shift : 24x7 Rotational Support

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.