Technical Support Engineer – VoIP & MSP

About the role

We are seeking a Technical Support Engineer specialized in VoIP and Managed Service Provider environments to deliver Level 1 and Level 2 assistance to our clients operating across the United States. The role is remote and requires availability during US business hours.

Key responsibilities

• Provide Level 1 & Level 2 technical support via phone, email, and ticketing systems, focusing on VoIP, SIP, PBX, call quality and handset configuration.
• Monitor alerts using RMM tools, troubleshoot network issues (DNS, DHCP, VPN, firewall, wireless) and support Microsoft 365 services.
• Configure and maintain VoIP platforms such as 3CX, RingCentral, Vonage, Dialpad or similar, and manage user accounts in Active Directory and Azure AD.
• Document troubleshooting procedures, participate in deployments, migrations and client onboarding, and escalate complex cases to senior engineers.

Required profile

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

Required skills

• VoIP, SIP, PBX platforms (3CX, RingCentral, Vonage, Dialpad, GoTo Connect)
• Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint)
• Active Directory, Azure Active Directory
• RMM/PSA tools (ConnectWise, Datto RMM, NinjaOne, Kaseya)
• Network fundamentals (TCP/IP, DNS, DHCP, VPN, firewall)
• Virtualization (VMware, Hyper‑V) and cloud services (Microsoft Azure, AWS)