Level 2 Voip

**ALL RESUMES MUST BE IN ENGLISH.**

**This is NOT a desktop support role.**

If your background is mainly **desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk**, please do not apply.

We are seeking an experienced **Tier 2 VoIP & Network Technician** who can handle escalations, advanced troubleshooting, and deeper network analysis in a fast-paced telecom environment. This role requires strong knowledge of **SIP protocols, PBX systems, routing, switching, and network performance diagnostics.**

What You’ll Do (Tier 2 responsibilities)
- Resolve escalated VoIP issues: SIP registration failures, unidirectional audio, NAT traversal, codec mismatches
- Diagnose advanced network problems: packet loss, throughput issues, VLAN misconfigurations, routing loops
- Analyze call flow and SIP messaging (INVITE, ACK, BYE, 200 OK, 180/183)
- Perform deep-dive troubleshooting using packet captures (Wireshark or similar)
- Configure and optimize routers, firewalls, VLANs, and QoS for VoIP
- Assist with PBX configuration: call routing, IVRs, ring groups, failover routes
- Support SIP trunk provisioning and registration
- Document root cause analysis and corrective actions
- Mentor Level 1 techs and help improve internal processes
- Participate in after-hours escalations (as needed)

Minimum Requirements (Tier 2-level knowledge)
- **5+ years telecom, MSP, or VoIP support experience**:

- Advanced understanding of:

- SIP signaling, RTP streams, codecs
- NAT, firewall rules, port forwarding
- QoS, VLANs, tagging, routing protocols
- Ability to read and interpret packet captures
- Experience configuring routers, switches, and VoIP hardware
- Strong PBX experience (cloud or on-prem): call routing, IVRs, time frames, dial plans
- Strong analytical skills and ability to lead root cause investigations

Nice to Have
- CCNA, CCNP, CompTIA Network+, or VoIP-specific certs
- Experience with Grandstream, Yealink, Poly, Cisco, Mikrotik, or Ubiquiti
- Cloud PBX platform experience (FreePBX, 3CX, Broadsoft, Metaswitch, etc.)

Why Join Us
- Competitive salary
- High-growth role with path to Tier 3, NOC, or engineering
- Work with real telecom infrastructure, not general IT tickets

**Job Types**: Full-time, Permanent

Pay: $15,000.00 - $30,000.00 per hour

Expected hours: 40 per week

Application Question(s):

- Do you have hands-on experience analyzing SIP messages (INVITE, ACK, BYE, 180/183, 200 OK) using packet capture tools like Wireshark?
- Have you troubleshooted one-way audio or no-audio issues caused by NAT, firewall rules, or incorrect SIP ALG settings?
- How comfortable are you diagnosing network issues such as packet loss, jitter, latency, or routing loops?
- Very comfortable
- Somewhat comfortable
- Not comfortable
- Do you have experience configuring or troubleshooting VLANs, QoS (Quality of Service), or traffic shaping for VoIP?
- Yes
- No
- Which best describes your experience with PBX systems?
- Advanced: Create dial plans, IVRs, ring groups, call routing, failover
- Intermediate: Provision phones, create extensions
- Basic: Only end-user support
- None
- Have you ever troubleshooted SIP trunk registration issues (authentication failures, 403/404/408 errors, NAT traversal, etc.)?
- Yes
- No
- Do you have experience reading and interpreting packet captures (RTP stream analysis, MOS score review, jitter buffer analysis)?
- Yes
- No
- How many years have you worked specifically in telecom or VoIP engineering/support roles?
- 0-1 years
- 2-3 years
- 4+ years
- Have you configured routers, firewalls, or switches for VoIP (port forwarding, SIP/RTP rules, disabling SIP ALG, VLAN tagging)?
- Yes
- No
- Are you comfortable acting as an escalation point for Tier 1 technicians and owning complex VoIP/network troubleshooting cases from start to finish?
- Yes
- No

Work Location: Remote