IT Network Engineer - PBX

<ul>
<li>Perform configuration and maintenance of PBX Systems. Including installation and configuration of softphones, managing User Accounts, Creation/Deletion of Queues/Flows, DIDs/TFNs, Extensions, Voicemails etc.</li>
<li>Carry out Flows/IVRs and Call Routing design and implementation.</li>
<li>Monitor network performance.</li>
<li>Troubleshoot Network Infrastructure issues.</li>
<li>Provide technical support to end users, resolving hardware and software issues efficiently.</li>
<li>Diagnose problems, implement solutions, and escalate as necessary.</li>
<li>Maintain documentation of common problems and solutions.</li>
<li>Maintain service level agreements (SLA).</li>
<li>Handle routine system maintenance (network/software/PBX)</li>
<li>Participate in backup testing, business continuity, and recovery drills.</li>
<li>Log ticket issues and document relevant information to come up with a resolution.</li>
<li>Work with Security and Compliance to ensure IT infrastructure compliance with organizational policies, procedures, and industry standards.</li>
<li>Collaborate with other teams – Corporate Connectivity, Managed Services, Engineering, Security, and Compliance</li>
<li>Help identify opportunities for process improvement, recommendations, upgrades, or new technologies</li>
<li>Able to stay current with industry trends and best practices to enhance operational efficiency</li>
</ul><h2>Requirements</h2><ul>
<li>IT / Computer Science-related degree or certification.</li>
<li>Knowledge in SIP, RTP and WebRTC, including voice codecs to optimize audio quality.</li>
<li>Knowledge in Zoom Phone and Zoom Contact Center, Mitel, Vanilla Asterisk and other Asterisk based PBX Systems.</li>
<li>Proficient in configuring, Flows, Routing, Integrations etc. This includes scripting and APIs.</li>
<li>Knowledge of SBC, MBG, and firewalls to secure voice networks, with a strong understanding of LAN/WAN routing and VLANs.</li>
<li>Knowledge in Mikrotik, Tailscale and Netskope is a plus.</li>
<li>Able to use Wireshark or other network packet tracer to diagnose call drops and SIP messages.</li>
<li>Strong problem-solving and analytical abilities.</li>
<li>Communication skills (technical and non-technical audiences).</li>
<li>Time management and ability to prioritize tasks.</li>
<li>Team collaboration and customer service orientation.</li>
<li>Adaptability and willingness to learn new technologies.</li>
<li>Attention to detail and documentation practices</li>
</ul>