Technical Support Engineer (VOIP) / Cloud Telephony Products

As a Technical Support Engineer (VoIP/Cloud Telephony) at i2k2 Networks Pvt Ltd., located in Noida Sector 63, you will be responsible for providing Level 1 & 2 technical support to customers utilizing VoIP and cloud telephony solutions. With 1 to 4 years of experience, you will play a vital role in monitoring and maintaining our telephony systems and VoIP infrastructure. Your expertise in SIP, VoIP, PBX systems, PRI Gateways, and Cloud Telephony will be crucial in troubleshooting and resolving customer issues related to voice services, call quality, and connectivity.

Key Responsibilities:

• Provide technical support for customers using VoIP and cloud telephony solutions, handling tickets and customer queries effectively.
• Monitor VoIP network performance, analyze call quality, packet loss, jitter, and latency issues.
• Diagnose and resolve problems related to SIP signaling, PBX configuration, PRI gateway interfaces, and cloud-based telephony platforms.
• Collaborate with internal engineering teams and external vendors to address complex issues promptly.
• Document problems, solutions, and create knowledge base articles for future reference.
• Assist in onboarding and configuring new telephony users, extensions, and IVR setups.
• Conduct system testing, software upgrades, and maintenance tasks on telephony systems.
• Generate reports on system performance, uptime, and customer support metrics.

Required Skills & Qualifications:

• 1 to 4 years of relevant experience in technical support or network/telecom engineering.
• Proficient in SIP, RTP, VoIP protocols, and PBX systems like Asterisk, FreePBX, etc.
• Hands-on experience with PRI Gateways (e.g., Sangoma, Audiocodes, Cisco).
• Familiarity with Cloud Telephony platforms such as Twilio, Plivo, or similar.
• Strong troubleshooting skills in network performance and call quality diagnostics.
• Knowledge of networking fundamentals including TCP/IP, NAT, firewalls, QoS.
• Ability to utilize tools like Wireshark for VoIP trace analysis.
• Excellent communication skills to interact with customers and internal teams effectively.
• Capable of handling multiple customer issues under pressure.

• Join our team if you are ready to contribute your technical expertise and customer service skills to support our telephony systems and ensure customer satisfaction.
• www.i2k2.com
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• Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• Notice Period
• Current Salary
• Expected Salary

Work Location: In person

Job Types: Full-time, Permanent,