Technical Support / VOIP Engineer - #34721

Company Profile

Founded in 2023, our Telecommunications client, was built because businesses deserve a provider that’s reliable, fast, and obsessed with delivering the best tools for business communication.

They are passionate about business communications, continuity, collaboration, and productivity. That means they are also dedicated delivering better service, support, and reliability – and making business phone systems and internet easier and more convenient for our clients.

They also know that future-focused businesses deserve future-ready solutions like WhatsApp integration, call recording, on-hold marketing, remote working solutions, and call reporting.

Job Overview

We are seeking a highly skilled VOIP Engineer to join our team, with expertise in VoIP systems, UCaaS solutions, and network infrastructure. This role involves managing escalated technical issues, handling complex provisioning tasks, and providing high-level customer support. The ideal candidate will have a strong background in VoIP technologies, Cisco networking, and security systems, with the ability to step into senior engineering responsibilities when required.

Duties & Responsibilities

Voice

• Develop a strong understanding of our voice network and platforms

• Assist the Senior Voice Engineer with customer support queries

• Support more complex voice provisioning solutions

• Act as backup when the Senior Voice Engineer is unavailable

Data / Infrastructure / Security

• Develop a strong understanding of our data network and interconnections between PoPs and carriers

• Contribute ideas to enhance network performance and security• Perform out-of-hours changes or firmware updates when required

• Manage and maintain XXXXX and customer Fortigate firewalls

• Act as backup when a Senior Provisioning Engineer is unavailable

Support Escalation

• Assist Level 2 support engineers with customer escalations

• Collaborate closely with provisioning and senior engineers to

resolve escalated support queries

• Minimum of 2-3 years’ experience in VoIP systems
• Experience delivering VoIP phone systems – Asterisk or other hosted PBX systems
• Understanding and providing support for VoIP number porting (LNP) in the Australian telecommunications landscape
• Experience delivering or troubleshooting UCaaS solutions using Microsoft Teams; Zoom experience is a plus
• Experience with Yealink or other IP phones
• Strong knowledge of TCP/IP, NAT, DHCP, DNS, VLANs, QoS, SIP trunking, and fax over VoIP
• Understanding of VoIP protocols – SIP, RTP, SDP
• Ability to provide high-level customer service and support
• Experience coordinating with external carriers and vendors for support and provisioning
• Experience troubleshooting and resolving faults escalated from Level 1 support agents
• Cisco CCNA certification
• Experience with Cisco switches and routers (Cisco IOS XE & XR)
• Experience with Fortigate firewalls

Nice-to-Have / Advantageous Skills

• Bachelor’s degree in Information Technology, Science, Engineering, or related field
• Familiarity with ACMA regulations
• SSCA SIP certification
• Experience with Juniper
• Experience with Mikrotik

Job Type: Direct Employment

Employment Type: Full-time

Location: Remote

Work Schedule: Monday to Friday | 4:00 PM - 12:00 AM (9:00 AM - 5:00 PM UK Time)

Industry: VOIP