VoIP Support Engineer

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.