Hosted VoIP / Telecoms Support Engineer

Hosted VoIP / Telecoms Support Engineer

Location: Remote – South Africa

Employment structure: Independent contractor / own company

We are looking for an experienced Hosted VoIP / Telecoms Support Engineer to join a UK-based technology services environment supporting business customers across the UK.

This is a hands-on technical role focused on the administration, support and troubleshooting of business telephony and VoIP environments. The successful candidate will work with platforms including 3CX and Yeastar, while diagnosing issues across SIP, networking and voice infrastructure.

Key Responsibilities:

• Administer and support 3CX phone systems and environments.
• Configure and troubleshoot extensions, SIP trunks, inbound/outbound routing, queues, ring groups, IVRs and handsets.
• Support and troubleshoot Yeastar PBX environments.
• Diagnose SIP registration, signalling and call-routing issues.
• Investigate voice-quality problems including one-way audio, no audio, dropped calls, latency, jitter and packet loss.
• Use Wireshark and packet captures to troubleshoot SIP/RTP and network-related issues.
• Troubleshoot VoIP-related NAT, firewalls, VLANs, QoS, routing and connectivity.
• Complete moves, adds and changes for customers.
• Work with SIP trunks, hosted PBX and on-premise telephony environments.
• Provide technical support directly to UK business customers.
• Manage support tickets and communicate clearly with customers regarding technical issues and resolutions.
• Work alongside wider technical teams to resolve complex customer issues.

What We're Looking For

Essential:

• Strong, practical 3CX administration and troubleshooting experience.
• Solid understanding of VoIP and SIP.
• Experience troubleshooting real-world telephony issues.
• Hands-on experience with Wireshark or packet analysis.
• Good understanding of networking concepts including NAT, firewalls, VLANs, QoS, routing and connectivity.
• Experience supporting business customers in a technical support environment.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills and a professional customer-service approach.

Desirable:

• 3CX certification.
• Experience with Yeastar.
• Experience with Bicom Systems.
• Experience with Microsoft Teams Phone / Direct Routing.
• SIP trunking experience.
• MSP, telecoms, ISP or hosted VoIP experience.
• Broader Microsoft and networking experience.

The Ideal Candidate

You will be someone who enjoys getting into the technical detail and finding the root cause of a telephony problem.

You should be comfortable working directly in 3CX, analysing SIP traffic, reviewing packet captures and investigating whether an issue is caused by the PBX, endpoint, network, firewall, NAT or carrier.

3CX hands-on experience is the key requirement. Candidates who have only had limited exposure to 3CX or have primarily used it as an end user will not be suitable for this position.

Important Employment Information

This position is offered on a remote contractor basis from South Africa, supporting a UK-based technology services company. The successful candidate will be required to operate through their own registered company and will be responsible for managing their own tax affairs and payments to SARS.

Only apply if:

If you have strong hands-on 3CX and VoIP experience and enjoy solving complex telephony and networking issues, we would like to hear from you.

Please apply with your updated CV, highlighting your 3CX, SIP, VoIP, Yeastar and networking experience.