Role & responsibilities

Provide technical support to customers for VoIP, networking, and telecommunications-related issues through calls, email, chat, and remote sessions.
Troubleshoot SIP, RTP, H.323, TCP/IP, DNS, DHCP, connectivity, and call-related issues.
Analyze VoIP call setup, signaling, audio flow, call quality, and call termination issues.
Use Ping, Traceroute, Telnet, and other basic networking tools to identify and resolve connectivity problems.
Troubleshoot common network issues related to IP addressing, MAC addresses, subnetting, routing, and DNS/DHCP.
Conduct screen-sharing sessions to assist customers with product setup, configuration, and technical troubleshooting.
Manage customer cases, document troubleshooting steps and resolutions, and maintain accurate records using Salesforce Service Cloud or similar CRM/ticketing tools.
Use knowledge bases and customer portals to provide accurate solutions and ensure timely resolution of technical issues.
Escalate complex or recurring VoIP/networking issues to the appropriate technical teams while maintaining ownership of customer communication.
Maintain solid customer relationships by providing explicit, qualified, and timely technical assistance.

📌 Network Support Engineer Bengaluru
🏢 Wroots Global
📍 Bengaluru