Network VOIP Engineer

Answering support calls, responding to emails from clients to help resolve client issues related to the Internet, LAN
Installation, maintenance, and troubleshooting of network systems using Cradlepoint, Ubiquiti, wireless access points, and Meraki switches.
Identify network issues that impact VOIP, SIP and RTP communications
Resolve firewall configuration and NAT traversal issues
Configuring VLANs, QoS, and VPN setups.
Work with VOIP Support team, ISPs and other vendors to resolve network related problems
Proactively monitor network performance, analyze network traffic, and identify and address issues
Manage remote installation of internet & voip service with on-site technicians
Develop and maintain support documentation for network problems and solutions.
Install/maintain/upgrade software for IP cameras
Must be able to follow SOP, create support tickets, follow through if the issue is not resolved right away, and ask for help if there is a roadblock until the client issue is resolved. Client satisfaction is above all else.
Must be able to methodically troubleshoot and have a standard on how and what to do instead of randomly guessing what to do next.
Mentoring and coaching team members to improve the customer experience
Keep updating with latest tools and technologies and industry best practices
At least 3 years of experience as network support specialist/engineer
Managed services support experience
Strong understanding and experience of Layer 2 switching, modem bridging, NAT, DHCP, DNS, TCP/IP, WiFi network
Understanding of networking protocols, VLANs, QoS, and VPN.
Experience with diagnostics tools such as ping, traceroute, mtr, network scanning, telnet, port scanning etc. is must
Ability to follow methodical troubleshooting procedures and perform diagnostics.
In-depth knowledge of Cradlepoint, Ubiquiti, and Meraki networking technologies.
Proficiency in network design and implementation.
Strong analytical skills for diagnosing and improving network performance.
Ability to collaborate and communicate effectively with support teams, external partners and clients.
Excellent communication and customer service skills.

Job Type: Contract, Full-time

Benefits:
Competitive Salary
Paid Training
Paid Time Off
HMO for regular employees
Retirement Plan
Holiday Cash Gift
Recognition and Rewards

Schedule:
8 hour Shift
Graveyard

Supplemental pay types:
13th month pay

Ability to commute/relocate: Cebu IT Park, PH (On-Site)

Application Question(s):
Rate your English communication skills from 1-10. 10 being the best
Rate your English writing skills from 1-10. 10 being the best
100% office work. Are you OK with coming into the office?
Do you have any recent VOIP experience i.e. in the last 2 years?
Do you have any experience with any Cloud PBX e.g. FreePBX/asterisk, Mitel, FusionPBX, 3CX, kazoo etc.?
Do you handle Cloud PBX configurations for customers?
Is your experience with VOIP related to handling business customers? (as in offices with VOIP phones)?
Do you handle direct support calls from external customers (i.e. not in-house)?
Do you have experience with IP Phones such Grandstream, Polycom, Yealink, Cisco, Fanvile etc.?
Do you handle issues related to IP phones?
Do you handle issues related to PBX configuration?
Do you handle issues related to Call quality issues?
Have you done any advanced troubleshooting using packet captures using SIP and RTP?
Do you handle Network troubleshooting support cases as well?
Can you troubleshoot network/internet issues just by using ping/tracert/ipconfig etc. on a PC?

Experience:
USA Customers: 2 years (Required)
Computer networking: 3 years (Required)

Language:
English (Required)

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