★ PLEASE SUBMIT YOUR CV IN ENGLISH ★ Support – VoIP & Network Engineer Location: Bogotá, Colombia Position: Full-Time Compensation: $1,000 – $2,500 USD monthly Job Overview: We are seeking a highly motivated and experienced Support – VoIP & Network Engineer to join our team. The ideal candidate should have at least 3 years of relevant experience in both VoIP and network support roles. This position is responsible for designing, implementing, and maintaining VoIP systems and network infrastructures to ensure seamless, secure communication across the organization. If you are extremely organized, structured in your day-to-day operations, and thrive in a fast-paced environment, this opportunity is for you! Key Responsibilities: VoIP Support: Diagnose and rectify SIP, RTP, and PBX-related voice faults. Assist clients and partners in deploying new voice solutions. Manage customer and reseller service requests through the ticketing system. Provide accurate and timely troubleshooting and issue resolution for VoIP systems. Assist customers with moves, adds, changes, and number porting processes. Document processes and systems to support the broader team. Network Support: Design, implement, and maintain network infrastructure (routers, switches, firewalls, Wi-Fi). Ensure the security, stability, and performance of all network components. Methodically troubleshoot and diagnose Layer 2 switching, NAT, DHCP, DNS, TCP/IP, Wi-Fi, VLANs, QoS, and VPN issues. Use diagnostic tools like ping, traceroute, mtr, network scanning, telnet, and port scanning to resolve network faults. Monitor network health and suggest optimizations for better performance and reliability. Client Interaction and Support: Answer client calls and respond to support emails regarding internet, VoIP, and network issues. Log all support activities and customer interactions accurately in the CRM and ticketing system. Follow standard operating procedures (SOPs) and escalate issues when necessary to ensure resolution. Prioritize client satisfaction and service excellence at every stage. Documentation and Collaboration: Develop and maintain up-to-date documentation for processes, client setups, and troubleshooting procedures. Collaborate effectively with internal support teams, field technicians, and external partners. Table Stakes: 3+ years of proven experience as a VoIP Engineer and/or Network Support Specialist. Managed Services Provider (MSP) support experience is highly desirable. Strong knowledge of SIP, RTP, PBX systems (Asterisk, Freeswitch, Kamailio, Kazoo). Familiarity with VoIP phones like Grandstream, Yealink, and Polycom. Solid experience with Layer 2 switching, modem bridging, NAT, DHCP, DNS, TCP/IP, VLANs, WiFi, and VPN protocols. In-depth understanding of Cradlepoint, Ubiquiti, and Meraki networking technologies. Proficiency with open-source PBX systems and VoIP management platforms. Strong troubleshooting methodology (not random guessing). Analytical thinking to diagnose and optimize network and VoIP performance. What We’re Looking For: Motivated self-starter with excellent written and spoken English (direct interaction with U.S.-based clients). Highly detail-oriented and structured in workflow. Customer-focused and passionate about problem-solving. High level of trust and integrity. Desire for continuous learning and improvement. Ability to work independently and collaboratively within a team. Compensation & Benefits: Base Salary: $1,000 – $2,500 USD monthly. Paid Time Off (PTO): Staff earn 1 PTO day per quarter and 2 PTO days in the final quarter, totaling 5 PTO days per year. Observed Public Holidays: New Year's Day Good Friday Memorial Day Independence Day Labor Day Thanksgiving Day Christmas Day Recognition Programs: Excellence Fund: $6,000 USD award vested after completing 2 years of service. After the initial award, team members can continue earning $6,000 every year thereafter by maintaining outstanding performance. Funds can be withdrawn after 5 years of continuous employment. Additional Benefits: Holiday cash back gifts Recognition awards Health insurance for LATAM-based employees Other Requirements: Clear Communication in English: Must demonstrate fluency in both written and verbal English. Able to participate in meetings, write emails, and collaborate effectively with U.S.-based teams. Previous Experience Working with U.S. Companies: Familiarity with U.S. work culture, time zones, communication expectations, and accountability standards is required. This is an on-site position. Powered by JazzHR