Offer summary

Qualifications:

Minimum of 5 years’ experience in VoIP systems., Cisco CCNA Certification is required., Bachelor’s Degree in Information Technology, Science, Engineering or related is advantageous., Experience with delivering VoIP Phone Systems and troubleshooting UCaaS solutions..

Key responsibilities:

Managing and resolving escalated support tickets from Level 1 and Level 2 teams.

Assisting with complex Voice Provisioning Solutions and customer support queries.

Working closely with provisioning and senior engineers to resolve escalated support issues.

Making out of hours changes and managing company and customer Fortigate Firewalls.

Job description

As a Senior Engineer, you will be managing and resolving escalated support tickets from Level 1 and Level 2 teams via Freshdesk. You will also be involved in supporting, handling complex provisioning tasks and troubleshooting issues related to VoIP systems, UCaaS solutions, and network infrastructure.

Company Profile:

Our client is a leading Australian telecommunication service provider for tailored High-Speed Fibre, VoIP and Cybersecurity solutions. They have built a strong reputation by focusing on delivering reliable, end-to-end communication services tailored to business needs. Their infrastructure is designed to provide consistent high-speed internet, crystal-clear voice services, and secure firewalls, ensuring that their clients can operate efficiently without bandwidth competition.

Due to their continued success, they are looking to expand their team in the Philippines and seeking a passionate, skillful, self-motivated, and collaborative Senior Engineer to join their dynamic team.

This is an excellent opportunity for those who value a workplace culture built on strong relationships, personal accountability, and collaborative teamwork.

Duties and Responsibilities:

Voice

Gaining a good understanding of our Voice network and platforms
Assisting the Senior Voice Engineer with Customer Support queries
Assisting with more complex Voice Provisioning Solutions
Being able to stand in when the Voice Engineer is away

Data/Infrastructure/Security

Gaining a good understanding of our Data network and how it connects between the different PoPs and carriers
Adding input to provide new and better ways of enhancing the network and its security
Making out of hours changes if required or updating firmware
Managing and understanding the company and Customer Fortigate Firewalls
Being able to stand in when one of the senior Provisioning Engineers are away

Support Escalation

Assisting the Level 2 support engineers with customer escalations
Working closely with the provisioning and senior engineers to resolve escalated support queries

Requirements

Minimum of 5 years’ experience in VoIP systems
Experience with delivering VoIP Phone Systems - Asterisk or other Hosted PBX systems
Understanding and providing support for VoIP Number Porting (LNP) in the Australian telecommunications landscape
Experience delivering or troubleshooting UCaaS solutions using Microsoft Teams. Zoom would be a bonus.
Experience with Yealink or other IP phones
Experience with TCP/IP, NAT, DHCP, DNS, VLANs, QoS, SIP Trunking, Fax over VoIP
Understanding of VoIP protocols - SIP, RTP, SDP
Providing a high level of customer service and support to customers
Coordinating with external carriers and vendors for support and provisioning
Troubleshooting and fixing faults escalated from level 1 support agents
Cisco CCNA Certification
Cisco Switches and Routers (Cisco IOS XE & XR)
Fortigate Firewalls