Remote VoIP Support Technician

Key Responsibilities

• Build-out, support, and troubleshoot VoIP systems for a growing customer base
• Configure extensions, DIDs, and call routing rules
• Provision, configure, and troubleshoot IP phones (Yealink)
• Provide basic support for Asterisk-based PBX systems
• Assist customers via email, phone, and ticketing system
• Diagnose and resolve common issues, including registration failures, one-way/no audio, and call quality problems (jitter, latency, packet loss)
• Document recurring issues and resolutions for the internal knowledge base
• Escalate complex technical issues to senior engineers when needed

Scope of Support (includes but is not limited to)

• SIP registration problems
• One-way or no audio
• Call quality issues (echo, dropped calls, latency)
• Basic firewall/NAT-related connectivity issues affecting VoIP traffic

Requirements

• Minimum 1 year of hands-on VoIP support or technical support experience
• Solid understanding of SIP protocol fundamentals and how calls are established, routed, and terminated
• Working knowledge of networking basics (IP addressing, NAT, firewalls, QoS, ports/protocols) as they relate to VoIP performance
• Working knowledge of E911 concepts and emergency calling configuration in VoIP environments
• Broad systems knowledge with the ability to support, set up, troubleshoot, and maintain VoIP environments
• Hands-on experience configuring and troubleshooting PBX platforms (e.g., Asterisk, NetSapiens, Yeastar, or similar VoIP systems)
• Ability to configure and troubleshoot call routing, ring groups, auto attendants, business-hour routing, voicemail routing, and extension settings
• Familiarity with IP phone provisioning, ideally Yealink devices
• Comfortable handling a variety of technical issues rather than working within rigid support tiers
• Strong written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical customers
• Self-motivated, proactive, and resourceful, with a strong sense of ownership and initiative in resolving customer issues
• Ability to work independently in a remote setting and manage a support queue
• Reliable internet connection and a quiet home-office setup suitable for phone/video support

Preferred Qualifications (Nice to Have)

• Experience with Asterisk-based PBX systems
• Experience with NetSapiens or similar hosted PBX platforms
• Prior experience working for a VoIP/UCaaS provider
• Basic scripting knowledge (Bash, Python, or similar) for troubleshooting or automation
• Familiarity with call quality monitoring tools (e.g., Wireshark for SIP/RTP analysis)
• Experience with ticketing systems (ConnectWise, etc.)
• Free lunch meal, fruits, snacks, and drinks
• Onsite gym with a free professional instructor
• Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
• Weekly engagement activities with prizes that are up to 3,000 PHP
• Free upskilling academy to improve your performance and skillset
• State-of-the-art facilities from toilets to your workstation
• Amenities such as sleeping quarters, game area, chat room, shower room