Tier 2 Unified Communications Engineer (Night Shift)

Masergy Philippines Inc.; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Masergy Philippines Inc. is seeking a Tier 2 Voice Engineer to provide expert support for UCaaS systems, with a strong background in VoIP and networking and a commitment to excellent customer service.

You will be the first point of contact for technical issues, troubleshoot problems, and escalate as needed. The role includes mentoring Tier 1 analysts, analyzing call logs, maintaining documentation, and supporting telephony infrastructure.

Qualifications

• 3–5 years of hands-on UCaaS/VoIP support experience.
• 3–10 years of advanced networking concepts.
• Proven ability to diagnose and resolve complex technical issues.
• Solid experience with ticketing systems for efficient issue logging, tracking and escalation.

Responsibilities

• Provide expert support as primary point of contact for clients on call quality, system features, and connectivity issues.
• Mentor and escalate issues to Tier 1 and higher levels, tracking progress for timely resolution.
• Analyze call logs and data to identify root causes and recurring trends.
• Document troubleshooting steps and contribute to a knowledge base to improve processes.
• Collaborate with internal teams and vendors to ensure voice network performance and availability.

Skills

VoIP

Networking

Troubleshooting

Help Desk Tools

Education

CCNA Voice certification

Job description

Job Summary

We are seeking a Tier 2 Voice Engineer to provide expert support for our clients' Unified Communications as a Service (UCaaS) systems. The ideal candidate will have a strong background in VoIP and networking, a passion for solving complex problems, and a commitment to excellent customer service. You'll act as the first point of contact for technical issues, troubleshoot and resolve problems efficiently, and serve as a key escalation point for our frontline support team.

Job Description

Core Responsibilities

• Provide Expert Support: Serve as the primary point of contact for clients, expertly troubleshooting and resolving issues related to call quality, system features, and connectivity. You'll handle incidents ranging from site-wide outages to single service disruptions, communicating solutions clearly to clients via phone, email, and our support portal.

• Mentor and Escalate: Act as an escalation contact for Tier 1 UCaaS Analysts, providing technical guidance and support to help them resolve issues. Escalate complex problems to higher-tier support, vendors, or service providers when necessary, tracking progress meticulously to ensure timely resolution.

• Analyze and Troubleshoot: Use advanced problem-solving skills to analyze call logs and system data, identifying the root cause of issues and pinpointing recurring trends.

• Maintain Documentation & Improve Processes: Proactively document troubleshooting steps and solutions to build a comprehensive knowledge base. Offer suggestions to improve existing processes, ensuring a more efficient and effective support workflow.

• Contribute to Infrastructure: Support the design, administration, and maintenance of our telephony infrastructure. You'll assist in the deployment and testing of new network telephony solutions and help develop network telephony standards.

• Collaborate Effectively: Work closely with internal teams and external vendors to ensure the optimal performance and availability of our voice network.

• Other duties and responsibilities as assigned.

Requirements

• VoIP Experience: 3-5 years of hands-on experience in a UCaaS/VoIP support role.

• Networking: 3-10 years of experience with advanced to expert-level networking concepts.

• Troubleshooting: Proven ability to diagnose and resolve complex technical issues.

• Help Desk Tools: Solid experience with ticketing systems for efficient issue logging, tracking, and escalation.

Soft Skills

• Excellent written and verbal communication skills.

• Superb customer service skills.

• Strong problem-solving and critical thinking abilities.

• High level of attention to detail and time management.

• Additional Requirements

Others

• Certifications: A CCNA Voice certification is a plus.

• Work Schedule: This role requires a variable schedule that may include nights, weekends, and overtime. The position is on-site for the first six months, transitioning to a hybrid model (3 days on-site) upon regularization.

• Work Ethic: Consistent, punctual, and reliable attendance is required.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.

• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

• Win as a team - make big things happen by working together and being open to new ideas.

• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Support a culture of inclusion in how you work and lead.

• Do what's right for each other, our customers, investors and our communities.

Disclaimer

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.