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

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