VoIP Support Engineer

VoIP Support Engineer

We are looking for a highly skilled VoIP Support engineer specialized in SIP Solutions for the enterprise market. You will be responsible in the first phase to support the setup and validation of the solution and work with the team to set up all the processes involved in delivering and operating the associated services. Then in the second phase, you will provide support during pre-sales and post sales phases.

WHO ARE WE?

Network Solutions Factory is the first international mobile network operations and service center based in France.

Initially created to internalize Salt’s (formerly Orange Switzerland) mobile network engineering and operations activities, Network Solutions Factory established itself in Lyon in July 2015.

Since 2018, we have been working on both fixed and mobile networks for Salt and globally for Eir (Ireland), epic Cyprus, epic Malta, Monaco Telecom, Lifecell Ukraine and the Millicom group.

Network Solutions Factory is a rapidly growing company. We currently employ around 100 collaborators specializing in radio, transmission, OSS, and network monitoring.

We work with leading telecom providers (Nokia, Huawei, Ericsson) to deploy the latest 4G/5G mobile technologies.

CONTEXT AND RESPONSIBILITIES:

Network Solutions Factory is a multicultural company always seeking new talents!

You will be responsible for:

• Technical Support: Provide level 3 support for VoIP-related issues, working with customers, partners, and internal teams to resolve complex technical problems.
• SIP Call Analysis: Monitor, analyze, and debug SIP call flows, identifying and addressing signaling issues
• Troubleshooting: Investigate and resolve issues related to SIP registration, call setup, media negotiation (SDP), NAT traversal, and call quality.
• Configuration Management: Configure SIP trunks, endpoints, and related network devices such as SBCs (Session Border Controllers), AS (Application Server), PBXs, and VoIP gateways.
• Testing and Validation: Conduct end-to-end testing of SIP-based systems, including call flows, feature functionality, and interoperability between devices.
• Integration: Support development or implementation of API interfaces to facilitate the provisioning of VoIP service in various management systems.
• Documentation: Create and maintain technical documentation, including troubleshooting guides, knowledge base articles, and system diagrams.
• Collaboration: Work closely with cross-functional teams, including pre-sales and post-sales support, and other technical teams to understand customer requirements, provide technical expertise at different stage of customer life cycle and resolve critical issues.
• Customer Training: Provide technical guidance and training to customers, partners and internal teams on SIP and VoIP technologies.
• Performance Monitoring: Utilize monitoring tools to proactively identify and resolve potential issues in SIP-based communication networks.

THE IDEAL PROFILE:

You hold a master’s degree in Networking Engineering (BAC+5 equivalent) and have a minimum of 5 years of experience in SIP, VoIP, with at least 2 years in a similar position.

Expected skills and qualities:

• Technical Expertise:
  • Strong understanding of SIP, VoIP protocols (RTP, SDP), and related networking concepts.
  • Familiarity with NAT traversal techniques and firewall configurations.
  • Experience with SIP debugging tools
• Network Knowledge:
  • Solid understanding of TCP/IP, DNS, and QoS in VoIP environments.
  • Experience with SBCs, routers, and firewalls in SIP deployments.
• Problem-Solving Skills:
  • Ability to troubleshoot complex SIP signalling and media issues effectively.
  • Experience working with SIP trunks, hosted PBX, or Unified Communications platforms (MS Teams, Webex…).
• Communication Skills:
  • Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders.
  • Customer-focused mindset with the ability to remain patient under pressure.
• Tools and Platforms:
  • Familiarity with VoIP systems such as Ribbon, Cisco Webex and Microsoft Teams.
• Languages
  • Very good oral and written communication in English. French and German are a plus.

WHAT WE OFFER:

• A permanent contract (CDI) with executive status
• An attractive salary based on your profile and experience
• Meal vouchers covered at 60% by the employer (up to €11 per voucher)
• Annual vacation bonus
• Family health insurance covered at 75% by the employer
• Additional complementary health insurance
• Profit-sharing and employee savings plans
• A friendly work environment: Company challenges, monthly breakfasts, internal newsletter, fruit baskets, free coffee and tea, etc.
• Transportation allowance and sustainable mobility package
• Remote work possibility (with compensatory allowance) up to 3 days per week and flexible working hours
• International work environment
• 6 additional paid days off (RTT) per year

If you wish to apply or have more details about the position, please contact us at: contact@netsf.fr