Job description
Job Title: Technical Support Engineer – VoIP & MSP Location: Remote / Onsite (As Required) Job Type: Full-Time Job Summary We are seeking a highly motivated and experienced Technical Support Engineer with hands-on expertise in VoIP systems, Managed Service Provider (MSP) environments, and IT Support .
The ideal candidate will be responsible for providing technical support, troubleshooting VoIP and network-related issues, managing client environments, and ensuring excellent customer service.
Key Responsibilities Provide Level 1 & Level 2 technical support to clients via phone, email, and ticketing systems.
Troubleshoot and resolve VoIP-related issues including call quality, SIP trunking, PBX systems, and handset configurations.
Support and maintain MSP client environments, including workstations, servers, networking equipment, and cloud services.
Monitor and respond to alerts generated by RMM and monitoring tools.
Diagnose and resolve network connectivity, DNS, DHCP, VPN, firewall, and wireless networking issues.
Configure and support VoIP platforms such as 3CX, RingCentral, Vonage, Dialpad, GoTo Connect, or similar solutions.
Manage Microsoft 365 environments, including Exchange Online, Teams, OneDrive, and SharePoint.
Perform user account administration through Active Directory and Azure Active Directory.
Document troubleshooting steps, resolutions, and technical procedures.
Escalate complex issues to senior engineers when necessary.
Participate in system deployments, migrations, and onboarding projects.
Maintain high customer satisfaction through professional communication and timely issue resolution.
Required Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
2+ years of experience in Technical Support, Help Desk, MSP, or IT Support roles.
Hands-on experience supporting VoIP solutions and SIP-based technologies.
Strong understanding of TCP/IP, LAN/WAN, DNS, DHCP, VPN, and firewall concepts.
Experience with Microsoft 365 Administration.
Knowledge of Windows Server, Active Directory, and Azure AD.
Experience using PSA and RMM tools such as ConnectWise, Datto RMM, NinjaOne, Kaseya, or similar platforms.
Excellent troubleshooting and problem-solving skills.
Strong verbal and written English communication skills.
Preferred Skills Experience with 3CX, Asterisk, FreePBX, RingCentral, or similar VoIP platforms.
Familiarity with VMware, Hyper-V, and virtualization technologies.
Experience supporting cloud environments such as Microsoft Azure or AWS.
Knowledge of cybersecurity best practices.
Relevant certifications such as CompTIA A+, Network+, Microsoft, 3CX, or Cisco certifications are a plus.
What We Offer Competitive salary package Professional growth opportunities Exposure to international clients and technologies Collaborative and supportive work environment Training and certification support Experience Required: 2–5 Years Industry: IT Services, MSP, Telecommunications, VoIP Solutions Shift: US Business Hours (Preferred)
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