Remote VoIP Support Technician
RemotePhilippines
Job Summary
Build-out, support, and troubleshoot VoIP systems by configuring extensions, DIDs, and call routing rules while provisioning and maintaining Yealink IP phones and Asterisk-based PBX environments. Diagnose and resolve registration failures, audio issues, and call quality problems involving jitter, latency, and packet loss, addressing basic firewall and NAT connectivity challenges. Assist customers via email, phone, and ticketing systems, documenting resolutions in the internal knowledge base and escalating complex technical issues to senior engineers. Work independently in a remote setting with a reliable internet connection, managing a support queue to resolve common VoIP and networking issues for a growing customer base.
Required Qualifications
- Minimum 1 year of hands-on VoIP support or technical support experience
- Solid understanding of SIP protocol fundamentals and how calls are established, routed, and terminated
- Working knowledge of networking basics (IP addressing, NAT, firewalls, QoS, ports/protocols) as they relate to VoIP performance
- Broad systems knowledge with the ability to support, set up, troubleshoot, and maintain VoIP environments
- Comfortable handling a variety of technical issues rather than working within rigid support tiers
- Familiarity with IP phone provisioning, ideally Yealink devices
- Strong written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical customers
- Self-motivated, proactive, and resourceful, with a strong sense of ownership and initiative in resolving customer issues
- Ability to work independently in a remote setting and manage a support queue
- Reliable internet connection and a quiet home-office setup suitable for phone/video support
Desired Qualifications
- Experience with Asterisk-based PBX systems
- Experience with NetSapiens or similar hosted PBX platforms
- Prior experience working for a VoIP/UCaaS provider
- Basic scripting knowledge (Bash, Python, or similar) for troubleshooting or automation
- Familiarity with call quality monitoring tools (e.g., Wireshark for SIP/RTP analysis)
- Experience with ticketing systems (ConnectWise, etc.)
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