L2 Support Engineer

Under the supervision of the Head of Operations, this role provides second-line technical support for network and VOIP services. He is responsible in resolving issue that exceeds L1 scope: SBC configuration, SIP trunk troubleshooting, call quality issues, and carrier-side escalations.

Duties and Responsibilities:

• Diagnoses and resolves VOIP/SIP issues escalated from L1: call drops, one-way audio, registration failures, SBC routing errors.
• Investigates network-layer issues affecting service delivery (latency, packet loss, firewall/NAT traversal, QoS).
• Configures and troubleshoots SBCs, gateways, and trunk connections.
• Owns tickets through to resolution, including coordination with carriers and upstream providers.
• Monitors the ticket queue and respond to new tickets within SLA when no L1 is on shift.
• Performs first-pass triage: gather diagnostic information, confirm severity, and either resolve directly or escalate per the standard paths.
• Applies the same acknowledgment and update cadence expected of L1, per SLA policy.
• Escalates to engineering or platform teams when an issue is outside L2 scope, with a clear diagnostic summary.
• Maintains accurate ticket documentation in Jira so L1, other L2s, or engineering can pick up the ticket without re-diagnosing from scratch.
• Contributes to and follow the L1/L2 training manual and escalation matrix.
• Flags recurring issues or gaps in documentation to the Head of Operations.

Pay: Php50,000.00 - Php60,000.00 per month

Work Location: In person