
Technical Network Support Specialist
2 weeks ago
**Job Overview**
We are seeking skilled professionals to support and manage voice/telecom networks, troubleshoot VoIP services, and collaborate with global vendors and carriers for seamless operations.
**Key Responsibilities:**- Provide end-to-end support for telecom services—from ticket creation to resolution.
- Manage & troubleshoot Hosted PBX, SIP Trunking, PRI, Toll-Free Services, Long Distance, and Audio Conferencing.
- Diagnose VoIP call issues (ASR, ACD, PDD, Dead Air, DTMF, codec mismatches, one-way audio, DID, Toll-Free).
- Monitor and manage network entities including routers, switches, NGN, soft switches, SBCs, gateways, and Tx equipment.
- Perform proactive monitoring on Dialogic NGN, Sansay, Acme/Oracle SBCs, Cisco ONS, and other telecom hardware.
- Collaborate with vendors on T1/T3 circuits, conduct head-to-head testing on transport layers.
- Investigate and resolve fraud-related cases, and provide escalation support by analyzing SIP/SS7 traces, CDRs, switch logs.
- Ensure SLA adherence and provide timely updates to customers and vendors.
- Troubleshoot VoIP features (answering rules, music on hold, calling card services, etc.).
- Work in a 24/7 rotational environment ensuring minimal service disruption.
**Requirements:**
- Strong knowledge of CUCM (Cisco Unified Communications Manager), SIP/SS7 protocols, SBCs, NGN, and VoIP troubleshooting.
- Familiarity with telecom hardware like Dialogic, Sansay, Acme/Oracle SBCs, Cisco ONS, routers, and switches.
- Certifications such as CCNA Voice / CCNP Voice are an added advantage.
- Excellent communication skills (oral & written).
- Strong analytical and problem-solving abilities.
- Ability to quickly learn and adapt to internal tools & applications.
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