NOC Tier 1 Support Engineer (Onsite)

Job Description

Join our team as a NOC Tier 1 Support Engineer to provide first-level technical support for VoIP systems. You’ll troubleshoot issues, manage PBX and VoIP platforms, monitor systems, and ensure excellent customer experiences.

Key Responsibilities:

• Provision and configure VoIP services, extensions, and PBX settings.
  

• Troubleshoot call quality, connectivity, and device issues.
  

• Monitor systems and resolve tickets efficiently within SLA.
  

• Document resolutions and maintain internal knowledge base.
  

• Communicate clearly with customers and escalate complex issues.
  

Tools & Platforms: HubSpot, Avaya, CoreDial, SkySwitch, Splashtop, AWS, 888VoIP

Why Join Us:

Be part of a dynamic team where your work ensures smooth communications for our clients. High performers proactively solve problems, maintain system stability, and deliver top-notch support.

Requirements

• Experience in technical support or NOC/Helpdesk environment.
  
• Basic VoIP, SIP, and PBX knowledge.
  
• Strong troubleshooting and communication skills.
  
• Detail-oriented, reliable, and able to manage multiple tickets.
  

Benefits

• Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday.
  
• Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
  
• Performance-Based Salary Increase: Enjoy a raise after regularization
  
• Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
  
• Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  
• Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.
  

Requirements
Strong expertise in VoIP technologies, SIP signaling, and end-to-end call flow analysis Advanced troubleshooting experience in Linux-based systems and web/application servers Proficiency in analyzing packet captures, SIP traces, and system logs Solid understanding of networking fundamentals (DNS, TCP/IP, routing, firewalls, TLS/SRTP) Experience with REST API integrations and debugging Strong analytical mindset with ability to identify root causes and recurring patterns Excellent written and verbal communication skills Ability to manage escalations and collaborate effectively across technical teams High level of ownership, curiosity, and persistence in solving complex issues Experience with NetSapiens is a plus but not required.