Voip Support Engineer
A2Z Resource Group
PKR 150,000 • Published Date: • Lahore, Pakistan (On-Site)
Description
A2Z Resource Group is seeking a skilled VoIP Support Engineer with a minimum of three years of experience to join their technical team. The role requires providing specialized technical support, troubleshooting, and maintenance for VoIP, telephony, and unified communications platforms. The candidate will resolve complex issues escalated from lower-level support tiers, work closely with customers to manage incidents, and contribute to the implementation and improvement of VoIP solutions. This position demands strong analytical skills, in-depth understanding of SIP, RTP, codecs, and network protocols, and a commitment to delivering high-quality technical service in a fast-paced and dynamic environment. This role does not include team management responsibilities but requires the ability to work independently on complex escalations. The successful engineer will collaborate with carriers, vendors, and third parties to resolve faults, perform system upgrades and migrations, and support infrastructure monitoring and disaster recovery procedures. Maintaining comprehensive technical documentation and participating in on-call rotations are also essential functions in this role to ensure sustained VoIP system stability and performance.
Responsibilities
- Provide advanced technical support for VoIP and unified communications platforms, addressing issues related to SIP, RTP, codecs, call routing, and telephony protocols.
- Diagnose and resolve complex problems including SIP registration failures, authentication issues, call quality degradation, one-way audio, dropped calls, and connectivity disruptions.
- Perform detailed analysis of SIP traces, packet captures, and network traffic using tools such as Wireshark to identify and troubleshoot faults.
- Configure, deploy, and troubleshoot SIP trunks, IP phones, session border controllers, gateways, and other VoIP infrastructure components.
- Investigate and resolve network-related issues involving DNS, DHCP, VLAN segmentation, quality of service configurations, NAT, firewall settings, and routing anomalies that impact VoIP performance.
- Manage escalated customer incidents with clear and timely technical communication to ensure resolution and customer satisfaction.
- Collaborate with carriers, internet service providers, vendors, and third-party service providers to address technical faults and maintain seamless telephony service.
- Execute system changes, platform upgrades, migrations, and new deployments adhering to change management and ITIL best practices.
- Monitor VoIP infrastructure proactively to detect and mitigate service-impacting issues before they affect operations.
- Maintain accurate and up-to-date technical documentation, network diagrams, and standard operating procedures for VoIP systems.
- Support onboarding and configuration of new customers and telephony services in alignment with company standards and customer requirements.
- Participate in disaster recovery planning, resilience testing, and business continuity preparations related to VoIP environments.
- Engage in on-call or out-of-hours support rotations to provide timely support for critical incidents as needed.
- Demonstrate strong attention to detail in troubleshooting and documentation, ensuring all tasks are carried out methodically and thoroughly.
- Provide mentorship and knowledge sharing with junior engineers to foster a collaborative and skilled technical team environment.
Experience
3 Years
Apply By
Required Skills
- SIP registration and authentication
- VoIP network optimisation
- Quality of Service (QoS)
- Firewalls and port forwarding
- NAT
- VLANs
- DHCP
- DNS
- TCP/IP
- VoIP gateways
- Session Border Controllers (SBCs)
- SIP Trunking
- IP telephony and PBX systems
- Call Routing
- Wireshark and packet analysis
- Asterisk
- SIP
- VOIP
- RTP
- Codecs (G.711, G.729, Opus)
- DTMF and RFC 2833/4733
Nice to Have Skills
- Telecom provisioning systems
- API Integrations
- Ribbon SBCs
- AudioCodes SBCs
- Avaya telephony systems
- Cisco telephony systems
- Mitel
- Broadworks
- FreePBX
- 3CX
- Monitoring, logging, and ticketing systems
- Microsoft Teams and Teams Phone
- Cloud and hosted telephony platforms
- Windows Server Environments
- Linux Server Environments