UCaaS Voice Engineer - Tier 2 Support & Networking

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

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.