Technical Support Engineer – VoIP & MSP

About the role

We are seeking an experienced Technical Support Engineer specialized in VoIP and Managed Service Provider (MSP) environments. The role supports our client’s IT infrastructure across Latin America while working US business hours. You will provide both Level 1 and Level 2 assistance through multiple channels.

Key responsibilities

• Deliver Level 1 & Level 2 technical support via phone, email and ticketing systems.
• Troubleshoot VoIP, SIP, PBX, call‑quality and handset configuration issues.
• Support MSP environments, including workstations, servers, networks and cloud services.
• Monitor alerts and respond using RMM and monitoring tools.
• Resolve DNS, DHCP, VPN, firewall, wireless and overall network connectivity problems.
• Configure and maintain VoIP platforms such as 3CX, RingCentral, Vonage, Dialpad or GoTo Connect.
• Administer Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).
• Manage user accounts in Active Directory and Azure Active Directory.
• Document troubleshooting steps, resolutions and technical processes.
• Participate in deployments, migrations and client onboarding projects.

Required profile

• Minimum 2 years of experience in technical support, help‑desk or MSP environments.
• Hands‑on experience with VoIP solutions, SIP technologies and PBX platforms.
• Strong understanding of TCP/IP, DNS, DHCP, VPN and firewall concepts.
• Proficiency in Microsoft 365 administration and Active Directory/Azure AD.
• Business‑fluent English communication skills, both written and verbal.
• Availability to work during US business hours.

Required skills

• VoIP, SIP, PBX platforms (e.g., 3CX, RingCentral, Vonage)
• TCP/IP, DNS, DHCP, VPN, firewall
• Microsoft 365 administration (Exchange Online, Teams, OneDrive, SharePoint)
• Active Directory and Azure Active Directory
• PSA and RMM tools (ConnectWise, Datto RMM, NinjaOne, Kaseya)
• Virtualization technologies (VMware, Hyper‑V)
• Cloud platforms (Microsoft Azure, AWS)