Network Support Engineer

Role & responsibilities

Provide technical support to customers for VoIP, networking, and telecommunications-related issues through calls, email, chat, and remote sessions.

• Troubleshoot SIP, RTP, H.323, TCP/IP, DNS, DHCP, connectivity, and call-related issues.
• Analyze VoIP call setup, signaling, audio flow, call quality, and call termination issues.
• Use Ping, Traceroute, Telnet, and other basic networking tools to identify and resolve connectivity problems.
• Troubleshoot common network issues related to IP addressing, MAC addresses, subnetting, routing, and DNS/DHCP.
• Conduct screen-sharing sessions to assist customers with product setup, configuration, and technical troubleshooting.
• Manage customer cases, document troubleshooting steps and resolutions, and maintain accurate records using Salesforce Service Cloud or similar CRM/ticketing tools.
• Use knowledge bases and customer portals to provide accurate solutions and ensure timely resolution of technical issues.
• Escalate complex or recurring VoIP/networking issues to the appropriate technical teams while maintaining ownership of customer communication.
• Maintain strong customer relationships by providing clear, professional, and timely technical assistance.