[ref. j59805418] Level 2 NOC Support Engineer - Manila

We are looking for a skilled Engineer with a solid understanding of VoIP systems, SIP protocols, and basic knowledge of Linux, databases, networking concepts with decent understanding software .

(BPO / Call Center environment experience preferred)

Key Responsibilities:

• Install, configure, and maintain Asterisk-based PBX systems.
• Manage SIP trunk configurations and ensure smooth call routing.
• Perform basic Linux system administration tasks, including log monitoring and troubleshooting.
• Handle basic database operations such as running queries and checking call logs.
• Monitor and maintain the health of the VoIP infrastructure to ensure high availability and call quality.
• Troubleshoot issues related to SIP signaling, extensions, IVRs, and call flows.
• Work with the networking team to ensure proper firewall, NAT, and QoS configurations.
• Collaborate with the clients and team to support day-to-day NOC department needs.
• Prepare and maintain system documentation, including call flow diagrams, SOPs, and knowledge base articles.
• Required client visits for discussing client needs and onsite troubleshooting .

Required Skills & Qualifications:

• Minimum 2 years of hands-on experience in managing Open source PBX or other VoIP platforms like vicidial etc .
• Basic understanding of SIP protocols and VoIP call flows.
• Familiarity with Linux OS commands and troubleshooting.
• Basic knowledge of databases (MySQL/PostgreSQL) to fetch and analyze call data.
• Basic networking knowledge:
• IP addressing
• NAT
• Firewalls
• QoS
• Experience in BPO / Call Center telephony setup will be an added advantage.
• Ability to troubleshoot call-related issues efficiently.
• Good communication and documentation skills.

Preferred Qualifications:

• Experience with call center dialers (e.g., VICIdial, GoAutoDial, or similar).
• Familiarity with ticketing systems for incident tracking and resolution.
• Understanding of IVR design and integration with CRMs.
• Knowledge of monitoring tools for VoIP quality and performance.

Soft Skills:

• Strong problem-solving and analytical skills.
• Ability to work under pressure in a 24x7 BPO support environment.
• Good coordination skills to work with operations, NOC, and network teams.
• Self-motivated and eager to learn new technologies.

Education:

• Bachelor’s degree / Diploma in Computer Science, IT, Telecommunications, or related field.
• Relevant certifications (e.g., Asterisk, Linux, Networking) will be an advantage.