VoIP Engineer POST NUMBER: 456911
VoIP Engineer
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.
Work Locations:
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.
Quantity & 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
What You Will Do:
- 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.
- Manage vendor maintenance notifications.
- 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.
What You Will Need:
- 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.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
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- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
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Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.