Level 2 Voip

**ALL RESUMES MUST BE IN ENGLISH.****This is NOT a desktop support role.**If your background is mainly **desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk**, please do not apply.We are seeking an experienced **Tier 2 VoIP & Network Technician** who can handle escalations, advanced troubleshooting, and deeper network analysis in a fast-paced telecom environment. This role requires strong knowledge of **SIP protocols, PBX systems, routing, switching, and network performance diagnostics.**What You’ll Do (Tier 2 responsibilities)- Resolve escalated VoIP issues: SIP registration failures, unidirectional audio, NAT traversal, codec mismatches- Diagnose advanced network problems: packet loss, throughput issues, VLAN misconfigurations, routing loops- Analyze call flow and SIP messaging (INVITE, ACK, BYE, 200 OK, 180/183)- Perform deep-dive troubleshooting using packet captures (Wireshark or similar)- Configure and optimize routers, firewalls, VLANs, and QoS for VoIP- Assist with PBX configuration: call routing, IVRs, ring groups, failover routes- Support SIP trunk provisioning and registration- Document root cause analysis and corrective actions- Mentor Level 1 techs and help improve internal processes- Participate in after-hours escalations (as needed)Minimum Requirements (Tier 2-level knowledge)- **5+ years telecom, MSP, or VoIP support experience**:- Advanced understanding of:- SIP signaling, RTP streams, codecs- NAT, firewall rules, port forwarding- QoS, VLANs, tagging, routing protocols- Ability to read and interpret packet captures- Experience configuring routers, switches, and VoIP hardware- Strong PBX experience (cloud or on-prem): call routing, IVRs, time frames, dial plans- Strong analytical skills and ability to lead root cause investigationsNice to Have- CCNA, CCNP, CompTIA Network+, or VoIP-specific certs- Experience with Grandstream, Yealink, Poly, Cisco, Mikrotik, or Ubiquiti- Cloud PBX platform experience (FreePBX, 3CX, Broadsoft, Metaswitch, etc.)Why Join Us- Competitive salary- High-growth role with path to Tier 3, NOC, or engineering- Work with real telecom infrastructure, not general IT ticketsPay: $25,000.00 - $45,000.00 per monthApplication Question(s):- Do you have hands-on experience analyzing SIP messages (INVITE, ACK, BYE, 180/183, 200 OK) using packet capture tools like Wireshark?- Have you troubleshooted one-way audio or no-audio issues caused by NAT, firewall rules, or incorrect SIP ALG settings?- How comfortable are you diagnosing network issues such as packet loss, jitter, latency, or routing loops?- Very comfortable- Somewhat comfortable- Not comfortable- Do you have experience configuring or troubleshooting VLANs, QoS (Quality of Service), or traffic shaping for VoIP?- Yes- No- Which best describes your experience with PBX systems?- Advanced: Create dial plans, IVRs, ring groups, call routing, failover- Intermediate: Provision phones, create extensions- Basic: Only end-user support- None- Have you ever troubleshooted SIP trunk registration issues (authentication failures, 403/404/408 errors, NAT traversal, etc.)?- Yes- No- Do you have experience reading and interpreting packet captures (RTP stream analysis, MOS score review, jitter buffer analysis)?- Yes- No- How many years have you worked specifically in telecom or VoIP engineering/support roles?- 0-1 years- 2-3 years- 4+ years- Have you configured routers, firewalls, or switches for VoIP (port forwarding, SIP/RTP rules, disabling SIP ALG, VLAN tagging)?- Yes- No- Are you comfortable acting as an escalation point for Tier 1 technicians and owning complex VoIP/network troubleshooting cases from start to finish?- Yes- No- Rate your English Speaking skills from 1 to 10 with 10 being the best.- Did you submit your resume in ENGLISH? Yes or No.Spanish resumes will be REJECTED.- What is your WhatsApp number and best time to call?Work Location: Remote