Technical Support Representative

Hunter's Hub Inc.; Pasig; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading tech support firm in Metro Manila is seeking an experienced technical support agent to provide Tier 2/3 support for VoIP and UCaaS-related issues. The ideal candidate has a background in networking, strong troubleshooting skills, and experience with customer communication. Responsibilities include monitoring incidents, assisting with onboarding, and maintaining technical documentation.

Qualifications

• At least 1 year of experience in technical support or network operations, ideally in VoIP or UCaaS environments.
• Proficient in networking fundamentals: TCP/IP, DNS, DHCP, NAT, VPN, VLANs, SIP, RTP.
• Hands-on experience with packet analysis tools (e.g., Wireshark).

Responsibilities

• Provide Tier 2/3 support for VoIP and UCaaS-related issues.
• Troubleshoot network-related problems affecting call quality.
• Monitor service alerts and incidents via dashboards.

Skills

VoIP support

Network troubleshooting

Packet analysis

Customer communication

Network configuration

Education

Bachelor’s degree in IT or equivalent

Tools

Wireshark

Job description

Responsibilities

• Provide Tier 2/3 support for VoIP, SIP, WebRTC, and other UCaaS-related issues.
• Troubleshoot network-related problems affecting call quality (jitter, latency, packet loss, etc.).
• Use tools like Wireshark for deep-dive packet analysis and RCA.
• Monitor service alerts and incidents via dashboards and monitoring tools.
• Work closely with product and engineering teams to escalate software-related issues.
• Guide customers in network configuration for optimized UCaaS performance (firewalls, QoS, NAT traversal).
• Assist in customer onboarding and UCaaS platform configuration.
• Maintain and update technical documentation and knowledge base articles.
• Participate in on-call rotations and scheduled maintenance when needed.

Qualifications

• Bachelor’s degree in IT, Computer Science, Networking, or equivalent work experience.
• At least 1 year of experience in technical support or network operations, ideally in VoIP or UCaaS environments.
• Proficient in networking fundamentals: TCP/IP, DNS, DHCP, NAT, VPN, VLANs, SIP, RTP.
• Hands-on experience with packet analysis tools (e.g., Wireshark).
• Familiarity with platforms like Zoom Phone, RingCentral, MS Teams, WebEx, or similar.
• Strong communication skills with the ability to simplify complex technical concepts.
• Comfortable supporting Windows, macOS, Android, and iOS platforms.