Level 3 IT Support Technician - Telecom/VoIP Specialist

Job Summary

We are looking for a skilled and reliable Level 3 IT Support Technician Telecom/VoIP Specialist to support our remote technical operations. The ideal candidate has strong expertise in VoIP systems, SIP technologies, telecom operations, and voice-related networking, combined with advanced troubleshooting skills and professional communication with clients.

This is a remote position, requiring independence, ownership, and the ability to manage complex voice communication incidents.

Key Responsibilities

• Telecom & VoIP Support (Primary Focus)
• Handle advanced Level 3 support tickets related to VoIP, SIP, and telecommunication systems.
• Troubleshoot complex issues such as:
• SIP registration failures
• One-way audio or no audio
• Dropped calls
• Codec negotiation issues
• Call routing and dial plan errors
• Manage and configure PBX/VoIP platforms (cloud or on-premises).
• Monitor and analyze call quality metrics (jitter, latency, packet loss, MOS).
• Support provisioning of phone numbers, extensions, call queues, IVRs, and voicemail.
• Work with telecom carriers for escalations, porting issues, and service disruptions.
• Perform root-cause analysis and implement long-term corrective actions.

• Networking & Telecommunications Infrastructure
• Troubleshoot LAN/WAN issues impacting voice quality or SIP connectivity.
• Manage and review firewall rules, NAT, and port configurations required for VoIP/SIP.
• Support VLANs for voice networks and ensure proper QoS configurations.

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• Validate and optimize routing paths for VoIP traffic.
• Collaborate with network and infrastructure teams for cross-functional troubleshooting.

• Systems & Platform Support (Secondary Scope)
• Provide support for softphones, IP phone provisioning, and device firmware updates.
• Ensure proper integration of VoIP platforms with directory services or identity systems.
• Maintain system documentation, diagrams, call flows, and provisioning procedures.

• Teamwork & Operations
• Support Level 1 and Level 2 teams through escalations and knowledge sharing.
• Participate in telecom-related projects, upgrades, and migrations.
• Follow established IT and telecom procedures, best practices, and security guidelines.
• Perform additional related tasks as needed.

Required Skills & Qualifications

• Advanced English level (spoken and written).
• Proven experience as a Level 3 Telecom/VoIP Support Technician or VoIP Engineer.
• Strong troubleshooting and analytical ability focused on voice technologies.
• Hands-on experience with:
• SIP, RTP, SRTP
• VoIP platforms (Asterisk, 3CX, FreePBX, Cisco, Avaya, Teams Voice, or similar)

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• Dial plans, call routing, trunks, IVRs, queues
• Monitoring tools (Wireshark, sngrep, VoIPmonitor, or similar)
• Telecom carrier interactions
• Solid networking knowledge:
• VLANs, VPNs, QoS, DSCP
• Firewalls and NAT for VoIP traffic
• Switch and router configuration basics
• Experience interacting with clients in technical support or implementation capacity.
• Ability to work independently in a remote environment.

• Preferred Qualifications
• SIP School SSCA®
• Cisco CCNA/CCNP Collaboration
• CompTIA Network+ or Security+
• Microsoft Teams Voice certification
• Strong judgment and ability to follow instructions with minimal supervision.
• Reliable computer (Windows 10 or newer), dual monitors, and stable high-speed internet.

Compensation & Benefits

• 100% remote work.
• Compensation in USD.
• Full-time position (40 hours per week).
• Great work environment with opportunities for growth.