L2 VoIP Support Engineer

Role Overview

• Perform advanced troubleshooting across all OSI layers (Layer 1–7) to diagnose and resolve network and VoIP issues.
• Identify and resolve connectivity problems related to TCP/IP, DNS, DHCP, NAT, and firewall rules.
• Configure, manage, and troubleshoot VPNs (IPSec/SSL), SD-WAN deployments, and site-to-site connections.
• Support and administer Cisco Meraki environments, including switches, routers, wireless access points, and firewalls.
• Diagnose VoIP-related issues such as packet loss, jitter, latency, SIP registration failures, and QoS misconfigurations.
• Manage and prioritise tickets in a high-volume inbound/outbound call environment.
• Escalate complex network outages appropriately while maintaining ownership of resolution.
• Maintain accurate documentation of troubleshooting steps, root cause analysis, and configuration updates.
• Collaborate with engineering and infrastructure teams to implement long-term network optimisations.

Requirements

• 3+ years of experience in Network Support, IT Infrastructure Support, or VoIP Support roles.
• Proven hands-on troubleshooting experience using the OSI model methodology.
• Strong knowledge of TCP/IP, subnetting, DNS, DHCP, NAT, VLANs, and firewall rule management.
• Experience managing and troubleshooting VPNs, SD-WAN solutions, and Cisco Meraki environments.
• Familiarity with SIP protocols and VoIP systems.
• Experience working in a high-volume inbound/outbound call support environment.
• Strong analytical thinking and structured troubleshooting approach.
• Excellent verbal communication skills for client-facing technical discussions.
• Experience with ticketing systems and SLA-driven environments.

Preferred Qualifications:

• Cisco certifications (CCNA or equivalent experience).
• Experience working with managed service providers (MSPs).
• Knowledge of QoS configuration and network performance monitoring tools.

Tech Stack

• DNS
• Firewalls
• TCP/IP
• VoIP

Benefits

• 💰 Competitive salary: Based on experience and skillset
• 🌎 Fully remote: Work from anywhere in LATAM with international teams
• ⚙️ Tech-forward company: Work with modern tools and infrastructure supporting 100% uptime
• 🚀 High-impact role: Your expertise directly contributes to business continuity for SMB clients
• 📚 Ongoing learning: Exposure to the latest in VoIP, networking, and telecom technology
• 🎯 Work with purpose: Join a team obsessed with reliability, customer success, and innovation