Network Support Engineer

Wroots Global; Bengaluru; On-site; INR 350,000 - 700,000; Full time

Job summary

Wroots Global seeks a customer-focused technical support specialist to troubleshoot VoIP and networking issues, analyze call setup and quality, and resolve connectivity problems for clients in real time.

The role involves using basic network tools, conducting screen-sharing sessions, and maintaining detailed records in Salesforce Service Cloud or similar CRM/ticketing systems.

Qualifications

• Experience troubleshooting VoIP and networking issues.

Responsibilities

• Troubleshoot SIP, RTP, H.323, TCP/IP, DNS, DHCP, connectivity and call-related issues.

Skills

SIP

RTP

H.323

TCP/IP

DNS

DHCP

VoIP troubleshooting

Call quality analysis

Call setup & termination

Networking

Tools

Salesforce Service Cloud

CRM systems

Job description

Role & responsibilities

• Troubleshoot SIP, RTP, H.323, TCP/IP, DNS, DHCP, connectivity, and call-related issues.
• Analyze VoIP call setup, signaling, audio flow, call quality, and call termination issues.
• Use Ping, Traceroute, Telnet, and other basic networking tools to identify and resolve connectivity problems.
• Troubleshoot common network issues related to IP addressing, MAC addresses, subnetting, routing, and DNS/DHCP.
• Conduct screen-sharing sessions to assist customers with product setup, configuration, and technical troubleshooting.
• Manage customer cases, document troubleshooting steps and resolutions, and maintain accurate records using Salesforce Service Cloud or similar CRM/ticketing tools.
• Use knowledge bases and customer portals to provide accurate solutions and ensure timely resolution of technical issues.
• Escalate complex or recurring VoIP/networking issues to the appropriate technical teams while maintaining ownership of customer communication.
• Maintain strong customer relationships by providing clear, professional, and timely technical assistance.