Tier 2 Voice engineer

GTT Communications, Inc.; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

GTT Communications, Inc. is seeking a Tier 2 Voice engineer to support SIP/VoIP networks across pan-European, US and Canada regions. The role involves handling escalations, performing diagnostics, and coordinating with global NOC teams to maintain service levels.

Ideal candidates have strong SIP/VoIP knowledge, Broadsoft experience, and a background in telecom voice operations. Shift-based work is required with 24x7 coverage commitments.

Qualifications

• Experience in Voice Operations environments within Telco or large ISP.
• Fluent English language skills are essential.
• Strong knowledge of SIP, VOIP components and call flows.
• Experience with trunking and hosted voice services preferred.
• Ability to work in a 24x7 shift with proactive incident handling.

Responsibilities

• Provide proactive fault resolution for Voice/VoIP cases per SLA.
• Monitor core network and customer services using network tools.
• Manage incident tickets from start to resolution.
• Coordinate with NOC and Vendor teams across regions.
• Maintain operational standards to ensure quick incident restoration.

Skills

SIP protocol

VOIP

Broadsoft

Hosted service

Linux/Unix

ISUP signalling

Q.931 signalling

SIP & H.323

Call flows

Education

B.E./B.Sc

CCNA (Collab)

SSCA

ITIL (optional)

Tools

Netsapiens Hosted Platform

Broadsoft platform

Sonus/Ribbon

Genband

Polycom IP Phones

Cisco IP Phones

Job description

Job Designation: Tier 2 Voice engineer/ Network Technician

Shift time: Two day's day shift 8 AM to 8 PM , Two day's Night shift 8 PM to 8 AM Followed by Four days leave (Shift hours -12 hours) Skills: SIP protocol, VOIP, Broadsoft, Hosted service, Linux/Unix

• Excellent understanding of ISUP, Q.931 signalling protocols and call flows.
• Deep knowledge of SIP and H.323 (up to single message level)
• IP knowledge to at least CCN level, good Transmission layer understanding
• General knowledge of telecom industry and standards.
• Strong background of working within Voice Operations environment of a Telco or large ISP.
• Excellent understanding of VOIP principles and of the components of a VOIP network must.
• Fluent English language skills are essential .
• Knowledge on Broadsoft, Sonus/Ribbon, Genbands, Polycom IP Phones and Cisco IP phones.

Job Description Summary

Take part in a rotating 24*7*365 shift rotational to provide operational coverage

• Trouble ticket incident management
• Proactive Network Monitoring and troubleshooting
• Handling customer escalations ensuring customers are updated on technical queries via email, incident management systems and phones
• Liaising with other NOC Engineers and Network Operations Centers in other countries
• Maintain Operational standards in line with customer SLA’s. i.e. fast response times to customers from incident start time up to incident restoration Internal Job Description Role Summary:

Internal Job Description Role Summary:

The Network Management Centre (NMC) manages and maintains GTT's pan-European , US and Canada network 24x7. As a highly intelligent and efficient break/fix organisation, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience.

Internal Departments they will interact with:

• Service Desk
• TSS
• Incident and Problem Management

Main Responsibilities:

• Provide proactive fault resolution support for Voice/ VoIP cases or when the Service Desk/ NOC front line team is unable to resolve a customer and/or network fault or where a fault has been escalated according to SLA requirements.
• Use network tools to monitor core network and customer services.
• Proactively initiate incident management process.
• Perform diagnostics on all Voice network and customer faults.
• Generate action plans to troubleshoot all Voice network and customer faults.
• Track the incident management of proactive and reactive issues through the Trouble Ticket system.
• Management and Technical escalation of Trouble Tickets in line with process.
• Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European US/Canada network
• Liaise with customer representatives to progress fault resolution.
• Support local Field operations with maintenance activities.
• Works in the NOC on a 24x7 shift rota.
• Reporting security incidents to the appropriate operations functions on detection.
• Comply to GTT Security Management controls, security policies and report security incidents to line manager
• Monitoring fraudulent activity and alerts.

Ideal Candidate Profile:

• Professional, structured and proactive approach.
• Self-motivated with excellent interpersonal and communication skills
• Positive and approachable team player
• Calm and productive under pressure
• Detail-oriented and organized approach to work
• Efficient and productive with good time management skills
• Able to resolve problems quickly and effectively
• Supporting carrier level voice service such as trunking and hosted phone services
• Supporting routers, switches and phone platforms
• Supporting Netsapiens hosted platform, Broadsoft or similar platforms
• Good Knowledge with call routing
• Good Knowledge with SIP call flows and troubleshooting
• Familiarity with packet capture analysis tools such Wireshark

Qualification and Certification:

• B. E. /BSC along with CCNA (Collab), SSCA , ITIL optional

About GTT

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications - anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. www.gtt.net.