1st Line Support Technician – VoIP, SIP

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Serve as the initial point of contact for technical support inquiries

• Record, prioritize, and manage incidents through the service desk

• Identify and resolve first-line VoIP, SIP, and connectivity issues

• Troubleshoot hosted telephony systems, SIP trunks, and broadband services

• Provide support for routers, firewalls, LAN/WAN, and Wi-Fi environments

• Aim for First Contact Resolution (FCR) whenever feasible

• Escalate complex problems to 2nd and 3rd Line Engineers with thorough diagnostics

• Collaborate with internet service providers, carriers, and third-party vendors

• Keep precise documentation and update knowledge base articles

• Ensure clear and professional communication throughout the incident lifecycle

⛳️ Requirements

• Experience in a service desk, telecommunications, or IT support setting

• Familiarity with VoIP and SIP technologies

• Knowledge of hosted telephony systems

• Understanding of SIP, RTP, and NAT principles

• Basic networking knowledge, including switching, VLANs, and routing

• Experience with router and firewall configurations

• Outstanding customer service and communication abilities

• Proficiency with ticketing systems and service desk procedures

🏝️ Benefits

• Exceptional opportunity for career advancement

• Exposure to a diverse array of telecommunications and networking technologies

• Chance to collaborate with seasoned engineers

• Participate in on-call weekend support rota as needed