Network Operations Center Engineer

Shift Ahead needs an excellent (4/5) communication engineer with VOIP / SIP and networking experience

● Answer incoming client calls related to VoIP, internet, or WiFi issues.

● Work tickets involving call quality, dropped calls, network drops, or routing problems.

● Run diagnostics including SIP traces, pings, traceroutes, MOS score review, and packet loss checks.

● Assist with PBX provisioning, phone registration, and softphone setup.

● Prioritize outages such as phones down, internet down, or WiFi down.

● Document every step clearly and communicate status updates professionally.

● Escalate advanced issues to senior telecom engineers when appropriate.

● Maintain ticket SLAs with clear, fast response times.

Key Responsibilities

● Provide first-level support for VoIP, networking, and connectivity issues.

● Troubleshoot SIP, call quality, latency, jitter, and registration failures.

● Perform basic network troubleshooting including TCP/IP, DNS, DHCP, and basic routing concepts.

● Troubleshoot WiFi drops, access point connectivity, and cabling-related issues.

● Provision phones, extensions, voicemail, call flows, and SIP trunk configurations.

● Manage and prioritize tickets through the help desk system.

● Escalate complex problems with proper documentation.

● Update knowledge base articles and internal processes.

Minimum Requirements

● 2-3+ years of VoIP or network support experience.

● Direct experience with SIP, PBX systems, SIP trunks, routers, switches, and WiFi troubleshooting.

● Knowledge of MOS score, latency, jitter, and packet loss.

● Strong understanding of TCP/IP, DNS, DHCP, NAT, and basic routing/switching concepts.

● Experience with help desk ticketing systems.

● Ability to explain issues clearly to non-technical users.

● Strong written communication skills for clear notes and documentation.

● Customer-first mindset and ability to stay calm under pressure.

Confident relevanrt candidates may apply, communication is key