About the role
- Provide L2/L3 technical support to enterprise customers for VoIP services.
- Configure and troubleshoot SIP Trunking customers in Session Border Controllers (SBCs), including DID and Pilot number configuration.
- Deploy, configure, and troubleshoot VoIP infrastructure, including IP-PBX systems, gateways, SBCs, and soft switches.
- Configure voicemail accounts, auto-attendants, call queues, dial plans, and call routing.
- Diagnose and resolve issues related to voice quality, call routing, call drops, echo, jitter, and latency.
- Troubleshoot Netsapiens & Cisco BroadWorks/BroadSoft Unified Communications (UC) issues.
- Handle Polycom, Yealink, Grandstream, Cisco ATA, Adtran routers, PSTN, SIP trunking, and analog lines.
- Work on Hosted PBX, On-premises IP telephony platforms, Unified Communications solutions, Unified Contact Center Enterprise, MS Teams direct routing, and cloud telephony solutions.
- Block unauthorized IPs, detect and prevent DoS attacks using NOM, Fail2Ban alerts.
- Troubleshoot Softphone, Toll-Free, DID, SD-WAN, Firewalls, QoS, COS, RTP, SIP codecs.
- Resolve IP circuit, Ethernet circuit, and SD-WAN issues.
- Perform ADTRAN router backups via CLI.
- Monitor network performance and voice quality using key parameters such as PDD, ASR, ACD, FAS.
- Identify and block **fraudulent/suspicious calls and compromised users
4oYou said:ask question to the candidates
ChatGPT said:Here are some interview questions for the Network TAC Engineer/VOIP Support (24x7) role. These questions will help evaluate candidates' technical knowledge, problem-solving skills, and customer support expertise.📌 General Questions:
- Can you briefly introduce yourself and walk us through your experience in VoIP and network troubleshooting?
- What motivated you to apply for this role?
- Have you worked in a 24x7 support environment before? How do you handle high-pressure situations?
- Can you share an instance where you resolved a complex VoIP issue for an enterprise customer?
- What is SIP Trunking, and how does it work?
- How do you configure a SIP trunk on a Session Border Controller (SBC)?
- What are the common issues in SIP Trunking, and how do you troubleshoot them?
- What tools do you use to analyze SIP call flows and diagnose call failures?
- What is the difference between Hosted PBX and On-Premises PBX?
- Have you worked with Cisco BroadWorks/BroadSoft or Netsapiens UC platforms? If so, what were your responsibilities?
- How would you troubleshoot one-way audio issues in a VoIP environment?
- What are QoS and COS, and how do they impact VoIP call quality?
- What is the purpose of RTP in VoIP communication?
- A customer complains of poor voice quality and dropped calls. How would you troubleshoot the issue?
- How would you diagnose and fix unauthorized VoIP calls or SIP fraud attacks?
- What steps do you take to resolve SD-WAN and firewall-related issues affecting VoIP performance?
- Can you explain Fail2Ban and how it helps in securing VoIP systems?
- How would you back up an ADTRAN router using CLI?
- How do you configure a call queue, auto attendant, or voicemail system for an enterprise customer?
- What is a DID number, and how is it configured in a VoIP system?
- How do you prioritize multiple high-priority support tickets during a busy shift?
- Have you ever had to deal with an irate customer? How did you handle it?
- Describe a time when you collaborated with a third-party vendor to resolve a network issue.
- How do you ensure accurate documentation of issue resolutions for future reference?
- What steps do you take to continuously improve your VoIP troubleshooting skills?