Required Skills

Strong understanding of Networking concepts – TCP/IP, DNS, DHCP, NAT, VPN, routing, firewall, ping, traceroute, packet loss, latency, and jitter.
Good understanding of VoIP/SIP – SIP registration, SIP signaling, RTP, codecs, DTMF, SIP response codes, call flow, NAT issues, and SIP ALG.
Experience troubleshooting VoIP call connectivity and audio issues, including one-way audio, no audio, call drops, registration failures, and call quality issues.
Basic knowledge of PBX, SIP trunks, IP phones, and softphones.
Ability to analyze SIP traces, network diagnostics, and call logs.
Good troubleshooting and problem-solving skills.
Good communication skills and ability to work with customers and internal technical teams.
Willingness to work in a support environment and shifts, if required.

Key Responsibilities

The engineer will be responsible for handling customer VoIP/networking issues, performing network and call-quality diagnostics, troubleshooting SIP/RTP-related problems, analyzing logs and traces, coordinating with carriers/ISPs when required, and documenting the resolution in the ticketing system.

Habilidades requeridas

Networking protocols and concepts (TCP/IP, DNS, DHCP, NAT, VPN, routing, firewall)Network diagnostics and measurements (ping, traceroute, packet loss, latency, jitter)VoIP/SIP protocols and concepts (SIP registration, signaling, RTP, codecs, DTMF, SIP response codes, call flow, SIP ALG)Troubleshooting VoIP call connectivity and audio issues (one-way audio, no audio, call drops, registration failures, call quality)PBX and SIP trunking fundamentalsIP phone and softphone configuration and supportSIP trace and packet capture analysisCall log and system log analysisGeneral troubleshooting and problem-solvingCustomer communication and collaboration with internal technical teamsCoordination with carriers and ISPsTicketing system usage and documentation of resolutionsAbility to work in a support environment and shifts

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