VoIP Engineer

Overview

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The primary function of the VoIP Engineer is to monitor our customer's services, including responding to and logging alarms, and ensuring the required action is taken to resolve or escalate. This role will also be responsible for monitoring customer tickets as they enter Pure IP's queues. A successful VoIP Engineer will take the initiative to improve the monitoring & alerts that are configured, ensuring alarm thresholds are set correctly, and all documentation is updated.

The VoIP Engineer will spend 70% of their time operating as a Ticket Controller and 30% as a NOC Engineer in year 1 to build the skills needed to progress to a more technical level. In year 2, 70% of their time will be spent as a NOC Engineer and 30% as a Ticket Controller. Your day-to-day routine will include coordinating ticket input, ensuring accurate and efficient priority-level assignments, and maintaining clear communication with both internal and external teams. The VoIP Engineer monitors and supports active tickets throughout their lifecycle, resulting in a more efficient technical support process.

This position will be hybrid based out of our office in Makati City, Philippines. We are typically in the office 3 days per week with WFH the other 2 days. This is subject to change based on the demands of the position and company. There is no travel for this position.

Shift : There is 1 position available. Shifts may be subject to change based on the level of support needed.

• Shift: Saturday to Wednesday - 12:00 to 21:00 GMT or 13:00 to 22:00 BST

• Monitoring to support all services provided to customers.
• Respond to all customer network and voice alerts within SLA from the various monitoring systems. Follow the necessary steps to validate and resolve the alarm using network and VoIP knowledge or assign to an appropriate next level engineer.
• Identify & document improvements for alarms for the internal knowledge base.
• Become the knowledge expert for the monitoring system and for implementing and improving the system.
• Monitor the ticket queue and promptly assign new tickets to Engineers based on priority and categorical information, considering workload and schedules.
• Assess the initial ticket information provided by the customer to identify any gaps or additional details needed for troubleshooting. Before assigning tickets to engineers, communicate with clients to acquire clarifications or further information.
• Ticket Lifecycle Management: Review active tickets regularly to ensure technicians are making progress and adhering to response and resolution deadlines.
• Answering calls that come into the support desk from customers and vendors. Capturing the details of the conversations into the relevant ticket.
• Ensure the SLAs of the tickets are met.
• Ensure tickets are re-assigned when the assigned engineer is unavailable to respond.
• Carrying out level 1 support tasks and responding to customers by phone or ticket.
• Assisting with vendor tickets and following them up until resolved.
• Other duties or projects as required.

• At least 2+ years of experience working in a telecommunications support environment.
• Excellent skills and experience utilizing key support toolsets such as monitoring and service management applications.
• Skills and knowledge of IP networks.
• Experience working with monitoring systems.
• An understanding of VoIP and knowledge of SIP. SIP school certification or willingness to study towards it is preferred.
• International porting experience is strongly preferred.
• Experience in speaking and writing to customers in a technical support role.
• Bachelor's degree in a relevant field. Equivalent professional experience can be substituted for degree requirements.
• Familiarity with VoIP protocols such as SIP and RTP.
• Customer-service oriented.
• Proficiency in reviewing and analyzing ticketing system data both natively and within spreadsheets.
• Basic understanding of IPv4 networking, including WAN, LAN, DNS, UDP, and TCP.
• Proficiency in Microsoft Excel for data management and analysis.
• Strong attention to detail and ability to document communication clearly and thoroughly.
• Willing to work night shift.

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.