**ALL RESUMES MUST BE IN ENGLISH.
**
**This is NOT a desktop support role.
**
If your background is mainly **desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk**, please do not apply.
We are seeking an experienced **Tier 2 VoIP & Network Technician** who can handle escalations, advanced troubleshooting, and deeper network analysis in a fast-paced telecom environment.
This role requires strong knowledge of **SIP protocols, PBX systems, routing, switching, and network performance diagnostics.
**
What You'll Do (Tier 2 responsibilities)
- Resolve escalated VoIP issues: SIP registration failures, unidirectional audio, NAT traversal, codec mismatches
- Diagnose advanced network problems: packet loss, throughput issues, VLAN misconfigurations, routing loops
- Analyze call flow and SIP messaging (INVITE, ACK, BYE, 200 OK, *******)
- Perform deep-dive troubleshooting using packet captures (Wireshark or similar)
- Configure and optimize routers, firewalls, VLANs, and QoS for VoIP
- Assist with PBX configuration: call routing, IVRs, ring groups, failover routes
- Support SIP trunk provisioning and registration
- Document root cause analysis and corrective actions
- Mentor Level 1 techs and help improve internal processes
- Participate in after-hours escalations (as needed)
Minimum Requirements (Tier 2-level knowledge)
- **5+ years telecom, MSP, or VoIP support experience**:
- Advanced understanding of:
- SIP signaling, RTP streams, codecs
- NAT, firewall rules, port forwarding
- QoS, VLANs, tagging, routing protocols
- Ability to read and interpret packet captures
- Experience configuring routers, switches, and VoIP hardware
- Strong PBX experience (cloud or on-prem): call routing, IVRs, time frames, dial plans
- Strong analytical skills and ability to lead root cause investigations
Nice to Have
- CCNA, CCNP, CompTIA Network+, or VoIP-specific certs
- Experience with Grandstream, Yealink, Poly, Cisco, Mikrotik, or Ubiquiti




- Cloud PBX platform experience (FreePBX, 3CX, Broadsoft, Metaswitch, etc.)
Why Join Us
- Competitive salary
- High-growth role with path to Tier 3, NOC, or engineering
- Work with real telecom infrastructure, not general IT tickets
Pay: $25,****** - $45,****** per month
Application Question(s):
- Do you have hands-on experience analyzing SIP messages (INVITE, ACK, BYE, *******, 200 OK) using packet capture tools like Wireshark?
- Have you troubleshooted one-way audio or no-audio issues caused by NAT, firewall rules, or incorrect SIP ALG settings?
- How comfortable are you diagnosing network issues such as packet loss, jitter, latency, or routing loops?
- Very comfortable
- Somewhat comfortable
- Not comfortable
- Do you have experience configuring or troubleshooting VLANs, QoS (Quality of Service), or traffic shaping for VoIP?
- Yes
- No
- Which best describes your experience with PBX systems?
- Advanced: Create dial plans, IVRs, ring groups, call routing, failover
- Intermediate: Provision phones, create extensions
- Basic: Only end-user support
- None
- Have you ever troubleshooted SIP trunk registration issues (authentication failures, *********** errors, NAT traversal, etc.)?
- Yes
- No
- Do you have experience reading and interpreting packet captures (RTP stream analysis, MOS score review, jitter buffer analysis)?
- Yes
- No
- How many years have you worked specifically in telecom or VoIP engineering/support roles?
- 0-1 years
- 2-3 years
- 4+ years
- Have you configured routers, firewalls, or switches for VoIP (port forwarding, SIP/RTP rules, disabling SIP ALG, VLAN tagging)?
- Yes
- No
- Are you comfortable acting as an escalation point for Tier 1 technicians and owning complex VoIP/network troubleshooting cases from start to finish?
- Yes
- No
- Rate your English Speaking skills from 1 to 10 with 10 being the best.
- Did you submit your resume in ENGLISH?
Yes or No.
Spanish resumes will be REJECTED.
- What is your WhatsApp number and best time to call?
Work Location: Remote

📌 Level 2 Voip & Network Support Technician (Monterrey)
🏢 Vivant
📍 Monterrey