Network VoIP Support Engineer
$50,000–$75,000 year
On-siteFarmers Branch, Texas, United States
Job Summary
Answer incoming client calls and work tickets regarding VoIP, internet, and WiFi issues, prioritizing outages for phones, internet, and connectivity. Run diagnostics including SIP traces, pings, traceroutes, and MOS score reviews to troubleshoot call quality, dropped calls, and routing problems. Assist with PBX provisioning, phone registration, softphone setup, and basic network troubleshooting for TCP/IP, DNS, DHCP, and WiFi drops. Document every step clearly, manage tickets through the help desk, and escalate complex issues to senior engineers while maintaining clear status updates. Maintain ticket SLAs with fast response times and update knowledge base articles.
Required Qualifications
- Must reside in the Dallas-Fort Worth (DFW) area.
- Comfortable working 100% on-site
- Hands-On VoIP & Network Support Experience
- 2+ years of VoIP or Network Support experience
- Strong understanding of TCP/IP, DNS, DHCP, and NAT
- Practical expertise with SIP, PBX systems, and SIP trunks
- Practical expertise with routers, switches, and WiFi troubleshooting
- Experience with ticketing systems
- Ability to communicate technical information clearly and simply to non-technical users
- A driven and proactive mindset
- passion for continuous learning
- Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss
Desired Qualifications
- CompTIA Network+, CCNA, or VoIP-related certifications
- Experience in telecom, MSP, or VoIP carrier environment
- Experience with Poly, Grandstream, or cloud PBX platforms
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