### 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. ### What We Offer - Professional growth opportunities - Exposure to international clients and technologies - Collaborative and supportive work environment - Training and certification support