Senior Engineer (VoIP) - #34388

As a Senior Engineer, you will be managing and resolving escalated support tickets from Level 1 and Level 2 teams via Freshdesk. You will also be involved in supporting, handling complex provisioning tasks and troubleshooting issues related to VoIP systems, UCaaS solutions, and network infrastructure.

Company Profile:

Our client is a leading Australian telecommunication service provider for tailored High-Speed Fibre, VoIP and Cybersecurity solutions. They have built a strong reputation by focusing on delivering reliable, end-to-end communication services tailored to business needs. Their infrastructure is designed to provide consistent high-speed internet, crystal-clear voice services, and secure firewalls, ensuring that their clients can operate efficiently without bandwidth competition.

Due to their continued success, they are looking to expand their team in the Philippines and seeking a passionate, skillful, self-motivated, and collaborative Senior Engineer to join their dynamic team.

This is an excellent opportunity for those who value a workplace culture built on strong relationships, personal accountability, and collaborative teamwork.

Duties and Responsibilities:

Voice

• Gaining a good understanding of our Voice network and platforms
• Assisting the Senior Voice Engineer with Customer Support queries
• Assisting with more complex Voice Provisioning Solutions
• Being able to stand in when the Voice Engineer is away

Data/Infrastructure/Security

• Gaining a good understanding of our Data network and how it connects between the different PoPs and carriers
• Adding input to provide new and better ways of enhancing the network and its security
• Making out of hours changes if required or updating firmware
• Managing and understanding the company and Customer Fortigate Firewalls
• Being able to stand in when one of the senior Provisioning Engineers are away

Support Escalation

• Assisting the Level 2 support engineers with customer escalations
• Working closely with the provisioning and senior engineers to resolve escalated support queries

• Minimum of 5 years’ experience in VoIP systems
• Experience with delivering VoIP Phone Systems - Asterisk or other Hosted PBX systems
• Understanding and providing support for VoIP Number Porting (LNP) in the Australian telecommunications landscape
• Experience delivering or troubleshooting UCaaS solutions using Microsoft Teams. Zoom would be a bonus.
• Experience with Yealink or other IP phones
• Experience with TCP/IP, NAT, DHCP, DNS, VLANs, QoS, SIP Trunking, Fax over VoIP
• Understanding of VoIP protocols - SIP, RTP, SDP
• Providing a high level of customer service and support to customers
• Coordinating with external carriers and vendors for support and provisioning
• Troubleshooting and fixing faults escalated from level 1 support agents
• Cisco CCNA Certification
• Cisco Switches and Routers (Cisco IOS XE & XR)
• Fortigate Firewalls

Advantageous skills or nice-to-haves:

• Bachelor’s Degree in Information Technology, Science, Engineering or related
• Familiarity with ACMA regulations
• SSCA SIP Certification
• Experience with Juniper
• Experience with Mikrotik