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VOIP Engineer


K8 Applied Innovation, Inc

Taguig City, Philippines 

Job brief:

The VOIP engineer will be responsible for assessing client networks to ensure they will provide an ideal VOIP experience.  The assessments include (but not limited to) evaluation of: QOS, packet loss, network delay, network jitter, vlans, PoE.

Key Responsibilities:

  • Perform service restorations of single customer VoIP troubles and outages.
  • Provide a point of escalation to the Tier I VoIP Team (IHD)
  • Provide direct business customer VoIP support, utilizing remote trouble isolation and service restoration techniques applicable to the customers IP connectivity.
  • Provide network analysis concerning usage trends, voice traffic metrics, capacity planning and recurring events, as well as outage and incident patterns.
  • Provide escalation for network-level troubleshooting activities as related to commercial voice networks, including but not limited to: analyzing packet captures, event logs, traffic, and other diagnostic records.
  • Collaborate and communicate directly with Network Operations Center Tier1 and 2 Specialists on customer affecting outages.
  • Analyze network utilization and capacity to isolate customer service degradations.
  • Analyze customer data and VoIP configurations.
  • Provide Tier II technical support for Residential and Business VoIP customers.Create and document team process flows and work instructions utilizing Microsoft Office and SharePoint databases.
  • Direct and assist the field in troubleshooting and restoring single customer VoIP issues

Required Skills:

  • Have a broad level of advanced technical knowledge, combined with the conceptual ability to relate work performed to the overall VoIP platform.
  • Ability to identify, trend and troubleshoot VoIP service impacting troubles.
  • Have a good understanding of a VoIP signaling protocol (SIP, MGCP or SCCP)
  • Skilled in troubleshooting: LAN/WAN and digital switching technologies, software, hardware and servers, switches and modems.
  • Knowledge and experience with central office equipment
  • Must have basic knowledge of a variety of operating systems such as Windows 2000, XP, Vista, 7, and Unix
  • Must have working knowledge and experience in one or more of the following disciplines:
    • MetaSwitch CFS/EAS
    • Cisco SPA
    • RFC 3261/SIP Trunking
    • Oracle Acme SBC
    • QOS
    • Wireshark
    • P Routing Protocols
    • Genband G6
    • Adtran IAD
    • Genband Genius
    • Ethernet, Uverse, DSL, FiOS, FTTP, FTTC Technologies
    • VOIP Provisioning
    • Residential VOIP ATA
    • IP PBX
    • MITEL
    • Nortel CS2K/MG9K/PP8600

Required Competencies:

  • Available to work all shifts
  • Must communicate in a highly professional manner with fellow associates, customers, customer IT teams and internal/external executives.
  • Skilled in problem-solving and resolution.
  • Must be willing to meet the demands of a 24x7 position including rotating on-call, nights, holidays, weekends and out of hours support.
  • Must be fluent and articulate in written and spoken English
  • Ability to work independently and make sound decisions using information at hand.


  • Have a minimum of two years voice and/or data translations experience.
  • 2 years of network monitoring/technical support or equivalent experience
  • Experience with Cisco CCNA/CCNP Voice
  • 2 years working experience with a VoIP switch platform (Any of the following: Multi-tenant platforms: Broadsoft, Metaswitch, Sonus, or CPE platforms: Mitel, Shoretel, Asterisk).  This is to include admin, provisioning/customer deployments, and maintenance. 
  • Strong working knowledge of High Speed Customer Networks, which may include but not limited to the following technologies and vendor equipment: T-1, ADSL, ADSL2+, VDSL, bonding, BPON, GPON, Ethernet CALIX C7, C5, E7, Lucent PSAX family, ADTRAN TA-1200/TA-3000/TA-5000, Adtran IAD, ECI RAM 1100/1400, Conklin Fastmux, Tellabs UMC-1000, Naviscore-  CBX500, Juniper ERX1440/E320/M320/MX480, Nortel CS2K/MG9K


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