This is a fully remote position, open to applicants in Mexico, +5 more countries.

• Respond to incoming client inquiries regarding VoIP, internet, or WiFi concerns

• Address tickets related to call quality, dropped calls, network interruptions, or routing issues

• Conduct diagnostics such as SIP traces, pings, traceroutes, MOS score assessments, and packet loss evaluations

• Assist in PBX provisioning, phone registration, and softphone configuration

• Prioritize outages affecting phone systems, internet access, and WiFi

• Document each step and provide status updates

• Escalate complex issues to senior telecom engineers

• Ensure compliance with ticket SLAs

• Offer first-level support for VoIP, networking, and connectivity challenges

• Diagnose SIP issues, call quality, latency, jitter, and registration failures

• Execute basic troubleshooting for TCP/IP, DNS, DHCP, and routing

• Resolve WiFi connectivity issues, access point problems, and cabling concerns

• Provision phones, extensions, voicemail, call flows, and SIP trunk setups

• Manage and prioritize support tickets using the help desk system

• Update knowledge base articles and refine internal processes

• Hands-on experience with SIP trunks, PBX systems, and network routing is essential

• Fluency in English is required; resumes should be submitted in English

• A minimum of 2 years of experience in VoIP or Network Support

• Strong knowledge of TCP/IP, DNS, DHCP, and NAT protocols

• Practical experience with SIP, PBX systems, and SIP trunks

• Proficiency in troubleshooting routers, switches, and WiFi issues

• Familiarity with ticketing systems and experience in building remote customer relationships

• Ability to convey technical information clearly and simply to non-technical individuals

• Solid understanding of MOS score, latency, jitter, and packet loss metrics

• CompTIA Network+, CCNA, or VoIP-related certifications are preferred

• Experience in the telecom, MSP, or VoIP carrier sector is advantageous

• Familiarity with Poly, Grandstream, or cloud PBX platforms is a plus

• Competitive salary with bonus opportunities

• Opportunities for professional growth and advancement

• Work hours aligned with the U.S. Central time zone from 8am to 5pm, Monday to Friday

Network VoIP Support Engineer

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