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Tier 2 UCaaS Engineer

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Comcast

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Location:
Philippines , Pasig

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

We are seeking a Tier 2 Voice Engineer to provide expert support for our clients' Unified Communications as a Service (UCaaS) systems. The ideal candidate will have a strong background in VoIP and networking, a passion for solving complex problems, and a commitment to excellent customer service. You'll act as the first point of contact for technical issues, troubleshoot and resolve problems efficiently, and serve as a key escalation point for our frontline support team.

Job Responsibility:

  • Provide Expert Support: Serve as the primary point of contact for clients, expertly troubleshooting and resolving issues related to call quality, system features, and connectivity
  • Mentor and Escalate: Act as an escalation contact for Tier 1 UCaaS Analysts, providing technical guidance and support
  • Analyze and Troubleshoot: Use advanced problem-solving skills to analyze call logs and system data, identifying the root cause of issues
  • Maintain Documentation & Improve Processes: Proactively document troubleshooting steps and solutions to build a comprehensive knowledge base
  • Contribute to Infrastructure: Support the design, administration, and maintenance of our telephony infrastructure
  • Collaborate Effectively: Work closely with internal teams and external vendors to ensure the optimal performance and availability of our voice network

Requirements:

  • VoIP Experience: 3-5 years of hands-on experience in a UCaaS/VoIP support role
  • Networking: 3-5 years of experience with advanced to expert-level networking concepts
  • Troubleshooting: Proven ability to diagnose and resolve complex technical issues
  • Help Desk Tools: Solid experience with ticketing systems for efficient issue logging, tracking, and escalation
  • Hands-on experience with Broadsoft is highly preferred
  • Excellent written and verbal communication skills
  • Superb customer service skills
  • Strong problem-solving and critical thinking abilities
  • High level of attention to detail and time management
  • Consistent, punctual, and reliable attendance is required
  • Bachelor's Degree
  • Relevant Work Experience: 5-7 Years

Nice to have:

Certifications: A CCNA Voice certification is a plus

What we offer:
  • Medical, prescription, vision, and dental insurance for eligible employees
  • 401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay
  • Paid time off including eight observed company holidays and flex time
  • Exclusive perks + discounts, including tuition assistance, commuter benefits and more

Additional Information:

Job Posted:
January 22, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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