Remote VoIP Tier 2 Support Specialist

Manatal; Philippines; Remote; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Healthcare on Day 1

Performance bonuses

Work from home

Job summary

MicroSourcing is hiring a VoIP Tier 2 Technical Support specialist in the Philippines. Work from home with shifting schedules, handling escalated VoIP issues, SIP tracing, and network diagnostics.

You will configure IP phones/ATAs, troubleshoot call quality, and coordinate with Tier 1, NOC, and engineering to resolve incidents while maintaining detailed documentation and proactive communication.

Qualifications

• Minimum 2 years of experience in technical support, network operations, or VoIP support.
• Deep technical understanding of VoIP technologies and SIP.
• Experience capturing and analyzing SIP traces and PCAPs with tools like Wireshark.

Responsibilities

• Resolve escalated VoIP and networking issues from Tier 1.
• Capture and analyze SIP traces and PCAPs to diagnose call setup failures and voice quality issues.
• Troubleshoot VoIP performance issues (latency, jitter, packet loss, one-way audio, echo).
• Investigate call routing/dial plan issues including SIP trunk config and failover routing.
• Configure, provision, and troubleshoot IP phones and ATAs.
• Identify and coordinate with carriers or networks to resolve issues.
• Maintain tickets with root-cause analyses and resolutions.
• Provide excellent customer service and clear technical explanations.

Skills

VoIP

SIP

Wireshark

IP networking

SLA/EScalation handling

Call routing

SBCs

SIP trunking

PowerShell/Python/Bash

Zendesk/Jira Service Management

Tools

Wireshark

Job description

MicroSourcing is hiring a VoIP Tier 2 Technical Support specialist in the Philippines. Work from home with shifting schedules, handling escalated VoIP issues, SIP tracing, and network diagnostics.

You will configure IP phones/ATAs, troubleshoot call quality, and coordinate with Tier 1, NOC, and engineering to resolve incidents while maintaining detailed documentation and proactive communication.