Job Summary
An Voice L2 Engineer will be providing Level 2 technical support for complex enterprise voice systems (VoIP, Unified Communications) by resolving escalated issues from L1, managing configurations, troubleshooting network problems (QoS, SIP), coordinating with vendors, and ensuring system performance and SLA adherence, often requiring strong troubleshooting, communication, and specific platform expertise (like Cisco, Zoom , Gateways, CUBE) Key Responsibilities: • Technical Support & Troubleshooting: Resolve complex voice and video issues escalated from L1, including call quality, connectivity, and system failures. One should have good knowledge of troubleshooting issues related to PRI /SIP lines, POTS and Voip Dial Peers and should be able to analyse the issues based on the Debugs. • System Management: Configure, optimize, and maintain enterprise voice platforms (Cisco, Zoom, Gateways, CUBE etc.), ensuring performance and integration. • Incident & Request Management: Handle tickets, manage incidents, and fulfill service requests within SLAs, maintaining high customer satisfaction. • Collaboration & Escalation: Liaise with internal teams, external vendors, and L3 support for fault resolution. • Process & Knowledge Sharing: Provide training, document procedures, and contribute to policy development. • Project Involvement: Support the deployment and delivery of voice-related projects and initiatives. Common Skills & Qualifications: • Experience: Hands-on experience with VoIP, SIP, QoS, Cisco Gateways ,Cisco Unified Border Element and Unified Communications (UC). • Platforms: Proficiency with specific technologies like Cisco Call Manager, Zoom , AudioCodes, Gateways and CUBE. • Networking: Solid understanding of network fundamentals, performance tuning, and troubleshooting tools. • Soft Skills: Excellent problem-solving, communication, and customer service skills. • Education: Often a Bachelor\'s degree in a related field or equivalent experience.
Key Responsibilities
Common Skills & Qualifications: • Experience: Hands-on experience with VoIP, SIP, QoS, Cisco Gateways ,Cisco Unified Border Element and Unified Communications (UC). • Platforms: Proficiency with specific technologies like Cisco Call Manager, Zoom , AudioCodes, Gateways and CUBE. • Networking: Solid understanding of network fundamentals, performance tuning, and troubleshooting tools. • Soft Skills: Excellent problem-solving, communication, and customer service skills. • Education: Often a Bachelor\'s degree in a related field or equivalent experience.
Skill Requirements
Key Responsibilities: • Technical Support & Troubleshooting: Resolve complex voice and video issues escalated from L1, including call quality, connectivity, and system failures. One should have good knowledge of troubleshooting issues related to PRI /SIP lines, POTS and Voip Dial Peers and should be able to analyse the issues based on the Debugs. • System Management: Configure, optimize, and maintain enterprise voice platforms (Cisco, Zoom, Gateways, CUBE etc.), ensuring performance and integration. • Incident & Request Management: Handle tickets, manage incidents, and fulfill service requests within SLAs, maintaining high customer satisfaction. • Collaboration & Escalation: Liaise with internal teams, external vendors, and L3 support for fault resolution. • Process & Knowledge Sharing: Provide training, document procedures, and contribute to policy development. • Project Involvement: Support the deployment and delivery of voice-related projects and initiatives.
Other Requirements
An Voice L2 Engineer will be providing Level 2 technical support for complex enterprise voice systems (VoIP, Unified Communications) by resolving escalated issues from L1, managing configurations, troubleshooting network problems (QoS, SIP), coordinating with vendors, and ensuring system performance and SLA adherence, often requiring strong troubleshooting, communication, and specific platform expertise (like Cisco, Zoom , Gateways, CUBE) Key Responsibilities: • Technical Support & Troubleshooting: Resolve complex voice and video issues escalated from L1, including call quality, connectivity, and system failures. One should have good knowledge of troubleshooting issues related to PRI /SIP lines, POTS and Voip Dial Peers and should be able to analyse the issues based on the Debugs. • System Management: Configure, optimize, and maintain enterprise voice platforms (Cisco, Zoom, Gateways, CUBE etc.), ensuring performance and integration. • Incident & Request Management: Handle tickets, manage incidents, and fulfill service requests within SLAs, maintaining high customer satisfaction. • Collaboration & Escalation: Liaise with internal teams, external vendors, and L3 support for fault resolution. • Process & Knowledge Sharing: Provide training, document procedures, and contribute to policy development. • Project Involvement: Support the deployment and delivery of voice-related projects and initiatives. Common Skills & Qualifications: • Experience: Hands-on experience with VoIP, SIP, QoS, Cisco Gateways ,Cisco Unified Border Element and Unified Communications (UC). • Platforms: Proficiency with specific technologies like Cisco Call Manager, Zoom , AudioCodes, Gateways and CUBE. • Networking: Solid understanding of network fundamentals, performance tuning, and troubleshooting tools. • Soft Skills: Excellent problem-solving, communication, and customer service skills. • Education: Often a Bachelor\'s degree in a related field or equivalent experience.