# Technical Support Engineer - VOIP & MSP

**Company:** [CodeForce](http://jobs.workable.com/companies/w29HKGPswBNpG3edwgcdeL.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Technical Support Department

[Apply for this job](http://jobs.workable.com/view/c6bde258-2346-4c79-931a-860f5837ce55)

## Description

### 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.

## Requirements

### 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.

## Benefits

### What We Offer

-   Professional growth opportunities
-   Exposure to international clients and technologies
-   Collaborative and supportive work environment
-   Training and certification support