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