Level 1 Network & VoIP Support Engineer

Location: On-site in Angeles, Pampanga, Philippines; other possible locations include San Fernando, Pampanga, Malolos, Bulacan, Olongapo City, Zambales, and Manila, Metro Manila. Work hours align with the U.S. Central time zone. No remote or hybrid work is available.

Monthly salary: PHP 35,000–PHP 50,000.

Company

hirify.global is a U.S.-based Managed Services Provider delivering connectivity, networking, VoIP, and managed IT solutions to multi-location businesses across the United States.

What you will do

• Provide first-line customer and technical support by phone, email, chat, and ticketing systems.
• Own support tickets end-to-end, provide customer updates, and meet response and resolution SLAs.
• Troubleshoot internet, WAN/LAN, ISP, VoIP, SIP, RTP, PBX, call-quality, LTE failover, and network equipment issues.
• Monitor alerts and ticket queues, prioritize customer-impacting incidents, and escalate to Level 2, vendors, carriers, or engineering teams.
• Provision and configure UniFi networking equipment, VoIP users, extensions, call routing, PBX systems, Grandstream devices, and Cradlepoint LTE failover setups.
• Create scopes of work, coordinate Field Nation dispatches and installations, validate completion, and maintain accurate documentation.

Requirements

• At least 5 years of experience in Technical Support, Help Desk Support, NOC, MSP, or ISP work in a telecommunications environment.
• Strong spoken and written English communication skills.
• Experience supporting customers by phone, email, and chat.
• Basic networking knowledge including TCP/IP, DNS, DHCP, VLANs, NAT, WAN/LAN, and PoE fundamentals.
• Basic VoIP knowledge including SIP and RTP.
• Structured troubleshooting skills and willingness to work rotating shifts, weekends, and holidays.

Nice to have

• MSP, ISP, or NOC experience; UniFi, Cradlepoint LTE, Grandstream VoIP, PBX administration, or Field Nation experience.
• Experience with ticketing tools such as ConnectWise, Halo, or Zendesk.
• CompTIA Network+, CCNA, JNCIA, or other networking/VoIP certifications.

Culture & Benefits

• On-site work in the Angeles, Pampanga office; relocation package available for qualified hires.
• Fast-paced, high-performance environment focused on uptime, accountability, customer experience, ownership, and continuous learning.
• Training, team huddles, SOPs, technical knowledge-base resources, and opportunities for upskilling.
• Schedule aligned with the U.S. Central time zone, including rotating shifts, weekends, and holidays.