Technical / Network Support Representative
Pasig, National Capital Region
Posted 2 days ago
- Company:
- Hunter's Hub, Inc.
- Company Description:
- Hunter’s Hub Incorporated is a Sourcing and Headhunting company that was founded earlier on in the year 2018. The company prides itself in its ability to source and recruit only the best and brightest of each industry. Hunter’s Hub caters to numerous clients in a multitude of industries, and has a wide-range of candidate selections to suit any of our clients’ needs. Likewise, the company specialises in sourcing out highly skilled and multi-talented IT professionals because the company mostly caters to clients being widely known to be in the IT industry.
- Contract Type:
- Full Time
- Experience Required:
- 1 year
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 3
Job Description
We are seeking a Technical Support Engineer with a strong background in networking to support our UCaaS (Unified Communications as a Service) cloud-based communications platform. The ideal candidate will be responsible for handling customer escalations, performing root cause analysis, and ensuring high availability and performance of UCaaS services. This role involves providing Tier 2/3 technical assistance, collaborating with cross-functional teams, and contributing to continuous service improvement.
Key Responsibilities:
Provide technical support and troubleshooting for issues related to VoIP, SIP, WebRTC, and cloud communications platforms.
Analyze and resolve complex network-related problems affecting voice and video communication quality (e.g., jitter, latency, packet loss).
Monitor and manage alerts from UCaaS platforms and related infrastructure.
Work with customers, partners, and internal teams to investigate and resolve service-impacting issues.
Perform root cause analysis (RCA) and document findings, solutions, and preventive measures.
Collaborate with the engineering and product teams to escalate and resolve systemic or software-related issues.
Guide customers on network optimization for UCaaS performance (firewall configurations, QoS, NAT traversal, etc.).
Assist in onboarding and configuring new customers on the platform.
Maintain knowledge base articles and technical documentation to support end users and internal teams.
Participate in on-call rotations or scheduled maintenance windows as needed.
Job Qualifications:
Required:
Bachelor’s degree in Information Technology, Computer Science, Networking, or related field (or equivalent experience).
Minimum 1 year of experience in technical support or network engineering, preferably in VoIP/UCaaS environments.
Solid understanding of networking concepts: TCP/IP, DNS, DHCP, NAT, VPN, VLANs, firewalls, SIP, RTP.
Experience troubleshooting VoIP/SIP-related issues and packet captures using tools like Wireshark.
Familiarity with UCaaS platforms (e.g., Zoom Phone, RingCentral, Microsoft Teams, 8x8, Cisco WebEx, etc.).
Excellent communication and customer service skills with the ability to explain complex issues to non-technical users.
Experience supporting Windows, macOS, Android, and iOS platforms.
