Network Operations Center Engineer

Shift Ahead needs an excellent (4/5) communication engineer with VOIP / SIP and networking experience

Answer incoming client calls related to VoIP, internet, or WiFi issues.

Work tickets involving call quality, dropped calls, network drops, or routing problems.

Run diagnostics including SIP traces, pings, traceroutes, MOS score review, and packet loss checks.

Assist with PBX provisioning, phone registration, and softphone setup.

Prioritize outages such as phones down, internet down, or WiFi down.

Document every step clearly and communicate status updates professionally.

Escalate advanced issues to senior telecom engineers when appropriate.

Maintain ticket SLAs with clear, fast response times.

Key Responsibilities

Provide first-level support for VoIP, networking, and connectivity issues.

Troubleshoot SIP, call quality, latency, jitter, and registration failures.

Perform basic network troubleshooting including TCP/IP, DNS, DHCP, and basic routing concepts.

Troubleshoot WiFi drops, access point connectivity, and cabling-related issues.

Provision phones, extensions, voicemail, call flows, and SIP trunk configurations.

Manage and prioritize tickets through the help desk system.

Escalate complex problems with proper documentation.

Update knowledge base articles and internal processes.

Minimum Requirements

2-3+ years of VoIP or network support experience.

Direct experience with SIP, PBX systems, SIP trunks, routers, switches, and WiFi troubleshooting.

Knowledge of MOS score, latency, jitter, and packet loss.

Strong understanding of TCP/IP, DNS, DHCP, NAT, and basic routing/switching concepts.

Experience with help desk ticketing systems.

Ability to explain issues clearly to non-technical users.

Strong written communication skills for clear notes and documentation.

Customer-first mindset and ability to stay calm under pressure.

Confident relevanrt candidates may apply, communication is key