Network Engineer L2

Role & responsibilities

Job Title: Network Engineer (Voice) L2

Role Overview

The Network Engineer (Voice) – L2 provides advanced support for enterprise voice and unified communications environments. This role handles escalated incidents from L1, performs in-depth troubleshooting of VoIP and telephony systems, and ensures high availability, performance, and quality of voice services across the organization.

Key Responsibilities

• Provide Level 2 support for voice and unified communications systems
• Troubleshoot and resolve escalated issues related to VoIP, IP Telephony, and UC platforms
• Monitor voice infrastructure to ensure call quality, uptime, and performance
• Analyze and resolve issues such as call drops, latency, jitter, echo, and packet loss
• Configure, maintain, and support IP phones, gateways, SBCs, and call managers
• Work with network teams to troubleshoot QoS, VLANs, routing, and firewall-related voice issues
• Support moves, adds, and changes (MACD) for voice users and devices
• Assist in voice platform upgrades, patches, and migrations
• Create and maintain technical documentation, SOPs, and knowledge base articles
• Collaborate with vendors and service providers for issue resolution
• Ensure compliance with SLAs, security policies, and change management processes

Technical Skills & Requirements

• Strong knowledge of VoIP protocols: SIP, RTP, SRTP, H.323
• Primary skills: Avaya Call Manager, Contact Center, and Avaya Cloud Office
• Secondary skill: Cisco Call Manager
• Understanding of QoS, LAN/WAN, VLANs, and network fundamentals
• Experience with Session Border Controllers (SBCs) and voice gateways
• Familiarity with UC tools such as Cisco Jabber, Webex Calling, or MS Teams Voice
• Ability to analyze call flows and packet captures (Wireshark preferred)