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

Network Support Engineer Voice / VoIP (L2)

Tower: Cloud Ops (IMS)

Service Line: Managed Network and Voice Services

Level: L2

Location: India (Chennai preferred; Bengaluru / Hyderabad acceptable)

Role Overview

The Network Support Engineer Voice / VoIP (L2) is responsible for day-to-day operational support, troubleshooting, and maintenance of the clients enterprise voice and network infrastructure . This role acts as the primary resolution layer for voice and VoIP-related incidents escalated from the Service Desk or Unified Command Center.

The engineer ensures high availability, call quality, and service continuity across voice platforms, working closely with L3 engineers, service providers, and client stakeholders in a managed services environment.

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

• 47 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.