Network VoIP Support Engineer

• Answer incoming client calls related to VoIP, internet, or WiFi issues
• Work tickets involving call quality, dropped calls, network drops, or routing problems
• Run diagnostics including SIP traces, pings, traceroutes, MOS score review, and packet loss checks
• Assist with PBX provisioning, phone registration, and softphone setup
• Prioritize outages involving phones, internet, and WiFi
• Document every step and communicate status updates
• Escalate advanced issues to senior telecom engineers
• Maintain ticket SLAs
• Provide first-level support for VoIP, networking, and connectivity issues
• Troubleshoot SIP, call quality, latency, jitter, and registration failures
• Perform basic TCP/IP, DNS, DHCP, and routing troubleshooting
• Troubleshoot WiFi drops, access point connectivity, and cabling-related issues
• Provision phones, extensions, voicemail, call flows, and SIP trunk configurations
• Manage and prioritize tickets through the help desk system
• Update knowledge base articles and internal processes

• Must have hands-on experience with SIP trunks, PBX systems, and network routing
• English fluency required; resumes must be in English
• 2+ years of VoIP or Network Support experience
• Strong understanding of TCP/IP, DNS, DHCP, and NAT
• Practical expertise with SIP, PBX systems, and SIP trunks
• Practical expertise with routers, switches, and WiFi troubleshooting
• Experience with ticketing systems and remote customer rapport
• Ability to communicate technical information clearly and simply to non-technical users
• Solid understanding of MOS score, latency, jitter, and packet loss
• CompTIA Network+, CCNA, or VoIP-related certifications are nice to have
• Experience in telecom, MSP, or VoIP carrier environment is nice to have
• Experience with Poly, Grandstream, or cloud PBX platforms is nice to have

• Competitive salary + bonuses
• Growth opportunities and promotion opportunities
• Work hours aligned with the U.S. Central time zone between 8am–5pm Monday–Friday