Network TAC Engineer/ VOIP Support

Position Title: Network TAC Engineer/ VOIP Support

CTC: 3-7 LPA

Exp: 1-5Yr

Location: Pune

Working Mode: Onsite (Night shifts)

Working Days- 4

Working Timing- 10:30 PM to 9:30 AM

Primary Skill: Excellent Communication skills, VOIP, troubleshooting VoIP infrastructure, such as IP-PBX systems,gateways, session border controllers (SBCs), and soft switches, auto attendant, Voicemail, configuring call flow, call queue,

Qualification: Any Graduation

Notice Period = Immediate Joiners

Requirement criteria – Only Males are eligible

Roles and Responsibilities:

TAC Team Responsibilities:

Interact with US-based enterprises clients/customers to deliver high-quality support for Voice

over Internet Protocol (VOIP) services.

Configuration and Troubleshooting "SIP Trunking" Customer in SBC; DID and Pilot number

configuration.

Deploying, configuring, and troubleshooting VoIP infrastructure, such as IP-PBX systems,

gateways, session border controllers (SBCs), and soft switches.

Configure voicemail account, auto attendant, Voicemail, configuring call flow, call queue,

add/modify/remove translation rule, Dial plan & Call routing.

Diagnoses and troubleshoots Netsapiens & Cisco BroadWorks/BroadSoft Unified

Communications (UC) issues and assists customers to maintain a stable integrated UC platform.

Troubleshooting Polycom, Yealink, Grandstream, PSTN and SIP trunking, Cisco ATA and Adtran

router issues.

Diagnose and resolve issues related to voice quality, call routing, and system performance.

Resolve issue on Hosted PBX, on-premises IP telephony platforms/software, Unified

Communications solutions, Unified Contact Center Enterprise, IP-PBX, MS Teams direct routing

and cloud solutions.

Blocking Unauthorized IP address on backed servers, DOS using NOM, Failtobain alerts.

Troubleshoot Softphone, Toll-free, DID, PSTN & Analog line, SD-WAN, Firewall. Fixing issue on

VOIP technology including SIP, RTP, QoS, COS, codecs.

Troubleshoot and resolve complex issues, escalating to Onsite engineering or Solution Architect

resources as needed, while maintaining ticket ownership.

Blocking fraudulent/unauthorized, Suspicious calls & Compromised users/extensions.

Working on IP circuit, Ethernet circuit Broadband, SDWAN down issue.

Provides Enterprise level technical support to all Enterprise customers.

Backing up the ADTRAN router through CLI.

Collaborate with third-party vendors & carriers to troubleshoot network, routing & hardware

faults.

Monitoring and testing the A-Z destinations with appropriate route for Parameter like PDD, ASR,

ACD, FAS and checking the voice quality as well as provide escalation support, when required.

Conducting network troubleshooting and performance analysis, identifying and resolving issues

to minimize downtime and optimize network performance.

Address client queries, concerns, and technical issues via phone and other communication

channels.

Utilize ticketing tools to log, track, and resolve customer issues efficiently.

Ensure accurate and detailed documentation of customer interactions and issue resolutions.

Prioritize and manage multiple support tickets simultaneously, ensuring timely resolution and

compliance with SLAs.

Network TAC Lead Responsibilities:

Provide escalated support to all Enterprise customers for critical issues & assist in the oversight,

mentoring, and training team members

Coordinate with CS/Product/Engineering teams to ensure that escalated customer support

issues are resolved.

Manage escalated issues and collaborate with other internal departments to expedite

resolution.

Troubleshoot and resolve complex issues, escalating to Technical or Solution Architect resources

Participate in an on-call rotation for after-hours and weekend coverage.

Documenting identified faults and creating a knowledgebase for Product Support use.

Take ownership of incident management, ensuring timely resolution and minimal business

impact.

Lead and a team of support professionals to achieve performance goals.

Conduct regular team meetings and training sessions to enhance skills and knowledge.