**Job Title/Position**: VOIP Senior Support Engineer
**Responsibilities**:
- Configuration, management, and troubleshooting of VOIP systems.
- Analyzing complex VOIP issues related to call quality, SIP messaging, RTP media streams, and performance of VOIP gateways and media servers.
- Assisting customers to make changes to the phone system and service.
- Porting phone numbers
- Work with network team to resolve any network related problems impacting VOIP service.
- Work with upstream carriers and other vendors to resolve issues.
- Manage remote installation of internet & VoIP service with on-site technicians
- Develop and maintain support documentation for network problems and solutions.
- Must be able to follow SOP, create support tickets, follow through if the issue is not resolved right away, and ask for help if there is a roadblock until the client issue is resolved.
Client satisfaction is above all else.
- Must be able to methodically troubleshoot and have a standard on how and what to do instead of randomly guessing what to do next.
- Mentoring and coaching team members to improve the customer experience.
- Keep updating with latest tools and technologies and industry best practices.
**Qualifications**
- At least 3+ years of experience as VOIP support specialist/engineer
- Managed services support experience
- Experience with any of the soft switch (Asterisk, Freepbx, FreeSwitch, 2600hz Kazoo)
- In-depth understanding of VOIP protocols such as SIP and RTP.
- Strong troubleshooting skills for diagnosing complex VOIP issues.
- Experience using protocol analyzers (such as wireshark) for signaling and interpreting the results.
- Knowledge of IP phones & provisioning such as Grandstream, Polycom, Yealink
- Ability to collaborate effectively with support teams and external partners.
- Experience with VoIP monitoring tools such as voipmonitor, homer.
- Must be organized and ability to document how-to and common troubleshooting steps.
- Ability to collaborate and communicate effectively with support teams, external partners, and clients.
- Excellent communication and customer service skills.
**General Skills**
- Be able to speak & write English fluently
**Tools that would be plus if you have experience**:
- GCP, AWS server management
- Experience with Linux
**Working Hours**
M-F 6am to 8pm Central Time, rotating shifts
Pay: R$4,000.00 - R$7,500.00 per month
Ability to commute/relocate:
- Campinas - SP 13056-791: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- VoIP (required)
**Language**:
- Advanced English (required)