What is your mission?

• Provide technical support and troubleshooting for Voice over Internet Protocol (VoIP) systems across a growing customer base.
• Configure and maintain extensions, Direct Inward Dial (DID) numbers, and call routing rules.
• Provision, configure, and troubleshoot Yealink IP phones and related devices.
• Deliver basic support for Asterisk-based Private Branch Exchange (PBX) systems.
• Assist customers through email, phone, and ticketing systems.
• Diagnose and resolve Session Initiation Protocol (SIP) registration failures, one-way audio, no audio issues, and call quality concerns.
• Investigate and troubleshoot jitter, latency, packet loss, echo, and dropped calls affecting voice services.
• Resolve basic firewall, Network Address Translation (NAT), and VoIP traffic connectivity issues.
• Document recurring incidents, troubleshooting procedures, and resolutions for the internal knowledge base.
• Escalate complex technical issues to senior engineers as required.

Who are we looking for?

• Bachelor's degree, Associate degree, or equivalent relevant technical education.
• 1-2 years of experience in VoIP Support, Technical Support, Unified Communications, or related telecommunications environments.
• Hands-on experience supporting Voice over Internet Protocol (VoIP) systems and troubleshooting voice service issues.
• Strong understanding of Session Initiation Protocol (SIP) fundamentals, including call establishment, routing, and termination.
• Working knowledge of Internet Protocol addressing, Network Address Translation (NAT), firewalls, Quality of Service (QoS), and network protocols related to VoIP performance.
• Experience provisioning, configuring, and troubleshooting Yealink IP phones or similar devices.
• Exposure to Asterisk-based Private Branch Exchange (PBX) systems.
• Experience with NetSapiens or similar hosted Private Branch Exchange platforms is an advantage.
• Background working with a Voice over Internet Protocol or Unified Communications as a Service (UCaaS) provider is preferred.
• Familiarity with Wireshark, Session Initiation Protocol/Real-time Transport Protocol analysis, or call quality monitoring tools.
• Knowledge of basic scripting using Bash, Python, or similar technologies for troubleshooting and automation is an advantage.
• Experience using ticketing platforms such as Zendesk, Freshdesk, or similar systems.
• Excellent written and verbal English communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently, manage priorities effectively, and handle a technical support queue efficiently.
• Strong problem-solving skills, attention to detail, customer service mindset, and ability to collaborate within a team environment.
• Reliable internet connection and a professional home office setup suitable for voice and video support.