System Engineer - VoIP

RVS iGlobal is seeking a System Engineer - VOIP with a strong technical background and a passion for problem-solving to join their growing team. This role is integral to ensuring seamless communication solutions for a wide range of customers, delivering outstanding support and service.

As a key escalation point within client’s Unified Communications (UC) support team, you will work closely with the broader Service Desk to deliver expert technical resolutions, mentor team members, and help drive continual improvement in service delivery. You will be responsible for resolving complex incidents, fulfilling service requests, and ensuring issues are handled efficiently and professionally. 

Location: Jammu and Gurugram (On-Site)
Type: Full-Time

Reports to: Unified Communications Team Lead / Service Desk Manager
Department: Unified Communications / IT Services

Role Summary

Provide technical support, administration and troubleshooting for enterprise voice and Unified Communications platforms, ensuring high service availability, SLA compliance and customer satisfaction.

Key Responsibilities

• Support and maintain 3CX, Webex, Mitel, Microsoft Teams Direct Routing and AudioCodes SBCs.
  
• Troubleshoot SIP, RTP, call routing, connectivity, SBC and voice-quality issues.
  
• Support Contact Centre, Voicemail, Softphone and UC environments.
  
• Manage incidents and service requests within agreed SLAs/ITIL processes.
  
• Perform root-cause analysis and implement preventative solutions.
  
• Work with carriers, vendors and internal Network/Infrastructure teams.
  
• Support upgrades, migrations, changes and platform enhancements.
  
• Maintain technical documentation and knowledge articles.
  
• Identify automation and continuous-improvement opportunities.
  
• Provide guidance and mentoring to junior engineers. 
  

Skills & Experience

• Professional experience in UC/VoIP engineering and enterprise telephony.
  
• Strong knowledge of SIP, RTP/RTCP, TCP/IP, DNS and DHCP.
  
• Good understanding of routing, switching, VLANs, NAT, firewalls and QoS.
  
• Experience analysing SIP traces, logs and packet captures/Wireshark.
  
• Strong troubleshooting, analytical and problem-solving skills.
  
• Experience working in SLA-driven Service Desk/ITSM environments.
  
• Knowledge of ITIL, incident, problem and change management.
  
• Strong communication, customer-service and ownership skills. 
  

Desirable

• Experience with AudioCodes Mediant SBC, Teams Direct Routing, 3CX, Mitel MiVoice Business, Webex and SIP Trunking.
  
• PowerShell/scripting and automation experience.
  
• ITIL Foundation, CCNA/Network+, Microsoft Teams or relevant vendor certifications.  
  

Key Performance Expectations

• Meet or exceed incident and service-request SLAs.
  
• Deliver high customer satisfaction and effective technical ownership.
  
• Reduce recurring incidents through proactive problem management.
  
• Improve efficiency through automation and continuous improvement.
  

What You’ll Get

• The opportunity to work with a skilled team of professionals in a fast-paced, customer-focused environment.
  
• A chance to contribute meaningfully to process improvements and technical innovations.
  
• Support for ongoing professional development and technical certifications.
  

• Annual Bonus
  
• Provident Fund
  
• Performance bonuses
  
• Employee's State Insurance Corporation
  
• Medical Insurance
  
• Night Allowances
  
• Pick and Drop facilities (Only for Female Staff)
  
• Day outs for Staff
  
• Team Lunches
  
• Maternity/Paternity leaves
  
• Retirement Benefits
  
• National and International tour packages after successful completion of service as per company policies
  
• Paid Time Off
  
• Flexible work schedules and workplace perks like on-site snacks
  
• Flexible working
  
• Salary reviews are subject to annual performance/annual appraisal reviews