Support - Network VoIP Engineer - DFW
About The Position
As a Network and VoIP Support Engineer, you are the first-line technical support for our clients. This role is responsible for proactively diagnosing and resolving common issues, and ensuring a positive customer experience through clear communication and methodical troubleshooting. We are looking for someone with a strong foundation in networking and some VoIP, eager to learn, and can follow established troubleshooting processes. The candidate should be motivated to gain this knowledge through training, demonstrate initiative, communicate effectively with customers, and escalate issues appropriately to ensure efficient and fast resolution.
Requirements
- Minimum of 2 years of experience in a similar role
- Experience with managing Firewalls, Switches, WAPs, PBX and VoIP Phones
- Experience with networking protocols and troubleshooting: TCP/IP, DNS, DHCP, NAT and similar
- Ability to identify and resolve audio quality and call setup issues.
- Ability to perform basic troubleshooting procedures and diagnostic tests.
- Strong communication, documentation, and problem-solving skills.
- Team-oriented mindset with willingness to collaborate and learn.
Nice To Haves
- Knowledge of VoIP protocols such as SIP and RTP (not required, but nice to have).
Responsibilities
- Answering client calls
- Responding to emails and resolving client issues, either with the internet, phone service, changes to client PBX
- Troubleshooting network equipment (firewalls, switches, wifi devices)
- Provisioning equipment for new clients
- Porting phone numbers
- Following up on previous support tickets to ensure all issues are resolved in a timely manner
- Troubleshoot VoIP-related issues including:
- Phone registration
- Call Tree Setup (IVR)
- Audio quality
- Network connectivity problems affecting SIP/RTP
- Firewall configuration and NAT traversal issues
- Accurately document customer interactions, troubleshooting steps, and resolutions.
- Escalate unresolved or advanced issues to other team members to resolve the matter.
Benefits
- Service Incentive Leaves
- Company Events
- Healthcare Plans
- Paid Training
- Opportunities for Promotion
- Holiday Cash Gift
- Recognition and Rewards
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
