Intertec Systems - L2 Network Voice Engineer

Job Title : Senior Technical Support Engineer - Network Voice : Bachelors degree in computer science, Telecommunications, or related : 6 to 8 :

• CCNA Voice / CCNP Collaboration
• Microsoft Teams Voice Certification
• Avaya, Genesys, or other VoIP certifications
• ITIL :
• Deploy and configure Cisco Unified Communications Manager (CUCM), Unity Connection, UCCX, CUBE, and SIP trunking.
• Implement voice gateways, dial plans, QoS policies, and session border controllers (SBCs).
• Integrate Microsoft Teams, Zoom Phone, or other cloud-based telephony & Support (L2 / L3) :
• Resolve call routing issues, codec mismatches, latency, jitter, and packet loss in VoIP networks.
• Debug SIP, H.323, MGCP, and RTP / RTCP protocols using Wireshark, SIPp, or other tools.
• Provide L2 escalation support for voice-related incidents and & Optimization :
• Monitor voice quality metrics (MOS, Jitter, Latency) using tools like SolarWinds, Cisco Prime, or IR Prognosis.
• Optimize QoS policies for voice traffic prioritization.
• Perform capacity planning and upgrades for VoIP & Compliance :
• Implement voice security measures (TLS, SRTP, firewall policies for VoIP).
• Ensure compliance with PCI-DSS, HIPAA, or other regulatory standards (if & Documentation :
• Work with network, security, and cloud teams for cross-functional projects.
• Maintain network diagrams, SOPs, and change management records.
• Provide 24 / 7 network and security support as :
• Cisco UC Suite (CUCM, CUC, UCCX, CUBE, IMP)
• SIP, H.323, MGCP, RTP / RTCP protocols
• Voice Gateway Configuration (ISDN, PRI, FXO / FXS, SIP Trunking)
• QoS for Voice (DSCP, LLQ, AutoQoS)
• Experience with Cisco Jabber, Webex, and MRA deployments.
• Troubleshooting with Wireshark, RTMT, etc.
• Session Border Controllers (AudioCodes, Oracle SBC, Cisco CUBE)
• Basic Networking (VLANs, Routing, Firewall ACLs for VoIP)
• Strong understanding of network infrastructure, design, and troubleshooting.
• Excellent communication skills in English (both verbal and written).
• Ability to work efficiently in a team-oriented environment with high self-motivation.
• A customer-focused mindset with strong delivery service ethics.
• Good understanding of Monitoring tools such as SolarWinds, Manage Engine Ops Manager, Zabbix etc.
• Willingness to work in a 24 / 7 support window.
• Good understanding of the ITSM :
• QoS
• Cisco Unified Communications
• SIP Protocol
• Wireshark
• Solarwinds / Manage Engine
• Voice Over IP (VoIP)
• Cisco Webex
• Cisco Routers

(ref : hirist.tech)