VoIP Support

Discover your 100% YOU with MicroSourcing!

Position: VoIP Support

Location: Philippines

Work setup & shift: Work From Home | Shifting Schedule

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on Day 1, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with a permanent work-from-home setup.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement while working with enterprise-grade VoIP technologies and networking solutions.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

As a VoIP Support, you will:

• Resolve escalated VoIP and networking issues received from Tier 1 support, ensuring timely and accurate resolution.
• Capture, analyze, and interpret SIP traces and packet captures using tools such as Wireshark to diagnose call setup failures, registration issues, and voice quality concerns.
• Troubleshoot complex VoIP performance issues including latency, jitter, packet loss, one-way audio, echo, and call quality degradation.
• Investigate and resolve call routing and dial plan issues, including inbound and outbound routing, SIP trunk configuration, and failover routing.
• Configure, provision, maintain, and troubleshoot IP phones, Analog Telephone Adapters (ATAs), and other VoIP devices.
• Identify carrier-level or network-related issues and coordinate with engineering teams or third-party providers for resolution.
• Manage support tickets while maintaining accurate documentation, root cause analysis, and detailed technical resolutions.
• Deliver exceptional customer service by professionally handling escalated incidents and maintaining proactive communication throughout the resolution process.
• Collaborate closely with Tier 1 Support, Network Operations Center (NOC), and Engineering teams to ensure efficient incident management.
• Mentor and provide technical guidance to Tier 1 support engineers when appropriate.
• Continuously contribute to process improvements and knowledge sharing across the support organization.
  
  

What You Need

Non-negotiables

• Minimum of 2 years of experience in technical support, network operations, or VoIP support, including direct experience handling escalated technical issues and prior Tier 1 support experience.
• Deep technical understanding of VoIP technologies and the Session Initiation Protocol (SIP).
• Practical experience capturing, reading, and analyzing SIP traces and packet captures (PCAPs) using tools such as Wireshark to diagnose call setup failures, registration issues, and call quality issues.
• Solid understanding of IP networking, including routing, NAT, firewalls, and Quality of Service (QoS), with the ability to troubleshoot complex VoIP performance issues such as latency, jitter, packet loss, one-way audio, and echo.
• Strong understanding of call routing and dial plan troubleshooting, including inbound/outbound routing, SIP trunk configuration, and failover routing.
• Hands-on experience managing IP phones and Analog Telephone Adapters (ATAs), including provisioning, configuration, firmware updates, registration, and connectivity troubleshooting.
• Ability to identify, isolate, and escalate carrier-level or network-related issues to the appropriate internal or external teams.
• Experience using ticketing systems and remote troubleshooting tools to manage and resolve customer incidents.
• Proven ability to independently own complex technical issues from initial investigation through final resolution while coordinating with internal teams, third-party vendors, and customers.
• Strong analytical, troubleshooting, and problem-solving skills with excellent attention to detail.
• Strong customer service and communication skills with the ability to de-escalate frustrated customers and clearly explain technical concepts to both technical and non-technical audiences.
• Ability to maintain detailed documentation, including root cause analysis, troubleshooting steps, and resolution summaries.
  
  

Preferred Skills/expertise

• Experience mentoring or providing technical guidance to Tier 1 support engineers.
• Familiarity with Session Border Controllers (SBCs) and softswitch platforms.
• Experience working with SIP trunking providers and carrier interconnects.
• Familiarity with additional VoIP protocols such as RTP, T.38, and DTMF.
• Scripting or automation experience for log analysis using PowerShell, Python, Bash, or similar technologies.
• Relevant industry certifications such as CompTIA Network+, Wireshark Certified Network Analyst (WCNA), or equivalent networking certifications.
• Familiarity with ticketing platforms such as Zendesk, Jira Service Management, or similar service desk tools.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan—it's our commitment. Our way of life. Here, we don't just accept your unique authentic self—we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply.