Voice Support Engineer

Job Description

We are looking for an Engineer & Senior Engineer - Voice Support to support PBX servers, voice systems, contact center applications, video conferencing platforms, and end-user devices such as desktops, laptops, IP phones, and softphones, and headsets. The role focuses on application support, troubleshooting, system monitoring, and ensuring seamless business communication operations.

Key Responsibilities

• Provide L1 support for Voice, Unified Communications (UC), Contact Center, and collaboration platforms.
• Perform application support and troubleshooting for voice, contact center, and business communication tools.
• Monitor and troubleshoot video conferencing platforms (Microsoft Teams, Zoom, Webex, etc.).
• Support IP phones, softphones, headsets, desktops, and laptops.
• Troubleshoot VoIP, call quality, connectivity, and user access issues.
• Handle incidents and service requests within SLA timelines.
• Coordinate with network teams, vendors, and service providers for issue resolution.

Required Skills

• Basic knowledge of VoIP, IP Telephony, and Unified Communications.
• Experience in application support and troubleshooting.
• Familiarity with video conferencing platforms and troubleshooting.
• Basic understanding of SIP, RTP, and Contact Center environments.
• Knowledge of TCP/IP, DNS, DHCP, and VLAN fundamentals.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good verbal and written communication skills.
• CCNA, VoIP, Contact Center, or related certifications will be an added advantage.

Experience: 1-6 years of experience in Voice Support, Application Support, Unified Communications, Video Conferencing Support, Contact Center Support, or Desktop Support.