Network VoIP Support Engineer

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

📋 Description

• Respond to incoming client inquiries regarding VoIP, internet, or WiFi concerns.

• Manage tickets related to call quality, dropped calls, network outages, or routing issues.

• Conduct diagnostics such as SIP traces, pings, traceroutes, MOS score evaluations, and packet loss assessments.

• Assist with PBX setup, phone registration, and softphone configuration.

• Prioritize outages affecting phone, internet, or WiFi services.

• Clearly document each step and provide professional status updates.

• Refer advanced issues to senior telecom engineers when necessary.

• Uphold ticket SLAs with prompt and clear response times.

• Offer first-level support for VoIP, networking, and connectivity challenges.

• Diagnose SIP issues, call quality, latency, jitter, and registration failures.

• Execute basic network troubleshooting regarding TCP/IP, DNS, DHCP, and routing.

• Resolve WiFi drops, access point connectivity, and cabling-related problems.

• Configure phones, extensions, voicemail, call flows, and SIP trunk setups.

• Oversee and prioritize tickets within the help desk system.

• Document and escalate complex issues appropriately.

• Update knowledge base articles and refine internal processes.

⛳️ Requirements

• Not Desktop Support: Candidates with a background primarily in hardware repair or general IT helpdesk should refrain from applying.

• Practical experience with SIP trunks, PBX systems, and network routing.

• Fluency in English is mandatory.

• Resumes must be submitted in English.

• Minimum of 2 years of experience in VoIP or Network Support.

• Comprehensive understanding of TCP/IP, DNS, DHCP, and NAT.

• Hands-on expertise with SIP, PBX systems, and SIP trunks.

• Proficient in troubleshooting routers, switches, and WiFi issues.

• Familiarity with ticketing systems and building rapport with remote customers.

• Capable of conveying technical information in a clear and simple manner to non-technical users.

• Motivated and proactive individual with a commitment to continuous learning and meaningful contributions.

• Strong grasp of VoIP metrics including MOS score, latency, jitter, and packet loss.

• CompTIA Network+, CCNA, or VoIP-related certifications are advantageous.

• Experience in telecom, MSP, or VoIP carrier environments is a plus.

• Familiarity with Poly, Grandstream, or cloud PBX platforms is preferred.

🏝️ Benefits

• Competitive base salary based on experience.

• Performance and recognition bonuses.

• Clear career advancement and leadership opportunities.

• Engage in a fast-growing, performance-oriented environment.

• High-impact role with significant earning potential.

• Opportunities for growth as the company expands.

• Leadership prospects for top performers.