Technical Support Engineer - VOIP & MSP

Job Title: Technical Support Engineer – VoIP & MSP

Location: Remote 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

• 2+ years of experience in Technical Support, Help Desk, MSP, or IT Support roles.
• Hands-on experience supporting VoIP solutions and SIP-based technologies, including PBX platforms and call quality troubleshooting.
• Strong understanding of TCP/IP, DNS, DHCP, VPN, and firewall concepts.
• Experience with Microsoft 365 Administration.
• Knowledge of Active Directory and Azure Active Directory.
• Experience using PSA and RMM tools in client-facing support environments, including platforms such as ConnectWise, Datto RMM, NinjaOne, Kaseya, or similar platforms.
• Experience handling technical support directly with clients by phone, email, and ticket queues.
• Experience communicating with international clients.
• Business-fluent verbal and written English communication skills.
• Availability during US business hours.

Preferred Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience with 3CX, Asterisk, 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.
• CompTIA A+, Network+, Microsoft, 3CX, or Cisco certifications are a plus.