Technical Support Representative
Hunter's Hub Inc.
Job Description
Description
- Provide Tier 2/3 support for VoIP, SIP, WebRTC, and other UCaaS-related issues.
- Troubleshoot network-related problems affecting call quality (jitter, latency, packet loss, etc.).
- Use tools like Wireshark for deep-dive packet analysis and RCA.
- Monitor service alerts and incidents via dashboards and monitoring tools.
- Work closely with product and engineering teams to escalate software-related issues.
- Guide customers in network configuration for optimized UCaaS performance (firewalls, QoS, NAT traversal).
- Assist in customer onboarding and UCaaS platform configuration.
- Maintain and update technical documentation and knowledge base articles.
- Participate in on-call rotations and scheduled maintenance when needed.
Requirements
- Bachelor’s degree in IT, Computer Science, Networking, or equivalent work experience.
- At least 1 year of experience in technical support or network operations, ideally in VoIP or UCaaS environments.
- Proficient in networking fundamentals: TCP/IP, DNS, DHCP, NAT, VPN, VLANs, SIP, RTP.
- Hands-on experience with packet analysis tools (e.g., Wireshark).
- Familiarity with platforms like Zoom Phone, RingCentral, MS Teams, WebEx, or similar.
- Strong communication skills with the ability to simplify complex technical concepts.
- Comfortable supporting Windows, macOS, Android, and iOS platforms.
Kenneth Salvaloza
HR OfficerHunter's Hub Inc.
Active today
Working Location
One San Miguel Avenue (OSMA) Building. H3H5+72P, San Miguel Avenue corner, Shaw Blvd, Ortigas Center, Pasig City, Metro Manila, Philippines
Posted on 14 May 2025
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