Tier 2 VoIP & Network Specialist (Hybrid - Remote & Field)

We are seeking an experienced, hands-on Tier 2 VoIP & Network Specialist for a hybrid remote/field role. You will combine the flexibility of working remotely for escalation support and hosted platform administration with hands-on field operations for equipment installations, cutovers, and complex on-site repairs., * Remote Support & Administration (50-60%):

• Manage and tune hosted PBX call flows, dial plans, call queues, and SIP trunks on NetSapiens and Asterisk platforms.
• Remotely configure MikroTik routers/switches, set up VLANs, adjust firewall rules, NAT, and implement QoS policies.
• Conduct remote packet captures (Wireshark) to diagnose one-way audio, registration drops, jitter, and call routing errors.
• Provide Tier 2 remote escalation support for helpdesk tickets.
• Field Operations & On-Site Support (40-50%):
• Travel to local client sites for hardware rack-and-stack, router deployments, and network cutovers.
• Install, provision, and troubleshoot Grandstream IP phones, gateways, ATAs, and access points.
• Verify cabling drops, trace connections, test local network drops, and resolve physical layer issues on-site.
• Deliver professional, face-to-face updates and post-installation walkthroughs with client staff.

• Hands-On Experience: 2-4+ years in VoIP administration, PBX configuration, and network routing/switching.
• Core Technical Proficiency:
• MikroTik: Solid experience with RouterOS, WinBox, firewall rules, NAT, VLAN tagging, and queue management.
• Grandstream: Direct experience provisioning, configuring templates, and troubleshooting Grandstream endpoints and ATAs.
• NetSapiens & Asterisk: Direct experience building and supporting NetSapiens domains/routes or Asterisk dial plans.
• Protocols & Analysis: Deep understanding of SIP, RTP, TCP/IP, UDP, DNS, and DHCP. Proficient with Wireshark.
• Hybrid Work & Logistics:
• Dedicated home workspace with reliable high-speed internet for remote support duties.
• Valid driver’s license and reliable transportation for dispatched client visits.
• Ability to lift up to 50 lbs and comfortable using basic hand tools and cable testers on-site.

Nice-to-Haves / Certifications

• MikroTik Certified Network Associate (MTCNA) or MTCRE.
• Prior experience in an MSP, VoIP Service Provider, or CLEC environment.
• Basic low-voltage cabling experience (CAT6 termination, toning, testing).