Network and VoIP Support Engineer
Role details
Job location
Tech stack
Job description
As a Network and VoIP Support Engineer, you are the first-line technical support for our clients. This role is responsible for proactively diagnosing and resolving common issues, and ensuring a positive customer experience through clear communication and methodical troubleshooting.
What You'll Do:
- Resolve escalated VoIP issues: SIP registration failures, unidirectional audio, NAT traversal, codec mismatches
- Diagnose advanced network problems: packet loss, throughput issues, VLAN misconfigurations, routing loops
- Analyze call flow and SIP messaging (INVITE, ACK, BYE, 200 OK, 180/183)
- Perform deep-dive troubleshooting using packet captures (Wireshark or similar)
- Configure and optimize routers, firewalls, VLANs, and QoS for VoIP
- Assist with PBX configuration: call routing, IVRs, ring groups, failover routes
- Support SIP trunk provisioning and registration
- Document root cause analysis and corrective actions
- Mentor or share and help improve internal processes
- Participate in after-hours escalations (as needed)
Requirements
We are seeking an experienced VoIP & Network Technician who can handle escalations, advanced troubleshooting, and deeper network analysis in a fast-paced telecom environment. This role requires strong knowledge of SIP protocols, PBX systems, routing, switching, and network performance diagnostics.
This is NOT a desktop support or general IT helpdesk.
Not a Fit If Your Experience Is
Desktop or Microsoft support Basic IT troubleshooting
No VoIP or network diagnostic experience Only Tier 1 helpdesk with no escalation experience, * 2+ years telecom, MSP, or VoIP support experience
- Moderate to Advanced understanding of:
-
SIP signaling, RTP streams, codecs
-
NAT, firewall rules, port forwarding
-
QoS, VLANs, tagging, routing protocols
- Ability to read and interpret packet captures
- Experience configuring routers, switches, and VoIP hardware
- Strong PBX experience (cloud or on-prem): call routing, IVRs, time frames, dial plans
- Strong analytical skills and ability to lead root cause investigations
Nice to Have
- CCNA, CCNP, CompTIA Network+, or VoIP-specific certs
- Experience with Grandstream, Yealink, Poly, Cisco, Mikrotik, or Ubiquiti
- Cloud PBX platform experience (FreePBX, 3CX, Broadsoft, Metaswitch, etc.), * Bachelor's (Preferred), * Network and/or VOIP: 1 year (Required)
- SIP/RTP troubleshooting: 1 year (Required)
- PBX configurations: 1 year (Required)
- Network troubleshooting:: 1 year (Required)
- troubleshoot issues related to IP phones: 1 year (Required)
- US based Clients/ Employer: 1 year (Required)
Language:
- English (Required)
Benefits & conditions
- Service Incentive Leaves
- Company Events
- Healthcare Plans
- Paid Training
- Opportunities for Promotion
- Holiday Cash Gift
- Recognition and Reward
- Referral Program
- Retirement Plan
Schedule:
- Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F
Location and Work Set-up:
On-Site: Cebu IT Park, Cebu City
Compensation:
- PHP 25,000 - PHP 80,000 monthly base salary
- The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below).
Job Types: Full-time, Permanent
Pay: Php25, Php80,000.00 per month
Benefits:
- Additional leave
- Company Christmas gift
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Ability to commute/relocate:
- Cebu City 6000 P07: Reliably commute or planning to relocate before starting work (Required)
