VoIP Support Engineer - NetSapiens

Ecosmob Technologies Pvt. Ltd.; Ahmedabad District; On-site; INR 600,000 - 900,000; Full time

Job summary

Ecosmob Technologies Pvt. Ltd. in Ahmedabad is seeking a Network/UCaaS support engineer to manage NetSapiens deployments and customer incidents.

You will configure subscribers, domains, SIP trunks, dial plans, routing, extensions, call queues and voicemail, and troubleshoot VoIP issues across production environments.

Strong knowledge of Wireshark/tcpdump and MySQL/MariaDB is valued; Zendesk or similar ticketing experience is a plus.

Qualifications

• 2–3+ years of hands-on NetSapiens administration, including subscriber/domain management, device provisioning, dial plans, routing, call queues, voicemail, call recording, and feature configuration.
• Networking: TCP/IP, UDP, DNS, DHCP, VLAN, VPN, NAT, Firewalls, Routing.
• Tools: Wireshark, tcpdump, VoIPmonitor, Git, Zabbix/Grafana/Prometheus/Nagios.
• Databases: Basic MySQL/MariaDB troubleshooting and query execution.

Responsibilities

• Provide technical support for the NetSapiens UCaaS platform and production environments.
• Configure subscribers, domains, SIP trunks, dial plans, routing, extensions, auto attendants, hunt groups, and call queues.
• Troubleshoot VoIP issues including SIP/RTP, registration failures, one-way audio, and call recording.
• Analyze SIP traces and packet captures with Wireshark and tcpdump to resolve issues.
• Perform platform health checks, upgrades, and post-upgrade validation.
• Resolve incidents via Zendesk or similar, meeting SLA commitments.
• Coordinate with NetSapiens Support, SIP carriers, and hardware vendors for resolutions.
• Provision and troubleshoot IP phones (Yealink, Cisco, Poly, Grandstream).
• Monitor server health, performance, storage, and VoIP services.
• Document troubleshooting procedures, RCA, and knowledge base articles.

Skills

NetSapiens administration

Networking

VoIPmonitor

Git

Monitoring stack

MySQL/MariaDB basics

Tools

Wireshark

tcpdump

Job description

• Provide technical support for the NetSapiens UCaaS platform and production environments.
• Configure and manage subscribers, domains, SIP trunks, dial plans, routing, extensions, auto attendants, ring groups, hunt groups, call queues, voicemail, caller ID, call recording, and mobile applications.
• Troubleshoot VoIP issues including SIP/RTP, registration failures, one-way/no audio, call routing, DTMF, codec negotiation, QoS/MOS, and call recording.
• Analyze SIP traces and packet captures using Wireshark and tcpdump to identify and resolve production issues.
• Perform platform health checks, maintenance, upgrades, and post-upgrade validation.
• Resolve customer incidents through ticketing systems (Zendesk or similar) while meeting SLA commitments.
• Coordinate with NetSapiens Support, SIP carriers, and hardware vendors for issue resolution and escalations.
• Provision and troubleshoot IP phones (Yealink, Cisco, Poly, Grandstream) and manage device provisioning.
• Monitor server health, system performance, disk usage, recording storage, and VoIP services.
• Document troubleshooting procedures, root cause analysis (RCA), and knowledge base articles.

Required Technical Skills

• NetSapiens: 2–3+ years of hands-on administration, subscriber/domain management, device provisioning, dial plans, routing, call queues, voicemail, call recording, and feature configuration.
• Networking: TCP/IP, UDP, DNS, DHCP, VLAN, VPN, NAT, Firewalls, Routing.
• Tools: Wireshark, tcpdump, VoIPmonitor, Git, Zabbix/Grafana/Prometheus/Nagios.
• Databases: Basic MySQL/MariaDB troubleshooting and query execution.